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- Knowledge Base Builder
- Who it's for
- Managed support teams
Managed support teams
A managed support team needs a way to pass a resolved question from one shift to the next. An incident captures the individual case, its assignee and dated updates. An owned article carries the answer that another agent can use later. The reviewer checks that the article explains the service conditions rather than repeating a case-specific shortcut.
How Knowledge Base Builder is set up for you
Shift handoff
Use incident updates to record what the agent observed and when. Another agent can understand the case before drawing a general lesson.
Owned guidance
Assign each article to a person responsible for checking it when the underlying service changes.
Publication decision
Move a complete draft into Review and have a person check the title, category and body before marking it Published.
Request patterns
Review submitted service requests to find instructions that requesters repeatedly misunderstand.
A managed support team needs a way to pass a resolved question from one shift to the next. An incident captures the individual case, its assignee and dated updates. An owned article carries the answer that another agent can use later. The reviewer checks that the article explains the service conditions rather than repeating a case-specific shortcut.
Choose one service with recurring incidents or requests. Import its service and owner, then bring in representative case records with their dates and assignees. Have the Knowledge Editor draft an answer to the most common question. The Article Reviewer should test it against a case they did not handle. If the answer skips a condition, return it to Draft and make the correction before publication.
Once the team uses the answer, collect helpfulness responses and comments. Review a comment with the linked article and a recent case. If the procedure has changed, the service owner verifies the new facts while the article owner rewrites the instructions. Keep the old case records intact so the team can still explain what happened on each shift.
Features to start with
Roles on the team
- Admin
- Owns access setup and the operating rules for article and service records.
- Knowledge Editor
- Drafts and maintains assigned articles and reviews reader comments.
- Article Reviewer
- Checks article content and makes the publication decision.
- Service Desk Agent
- Records incidents and updates and uses article content to answer service questions.
- Service Manager
- Oversees service records and investigates recurring support issues.
Set up Knowledge Base Builder your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.