Customer Service
Knowledge Base
A well-organized Knowledge Base in Field Connect built on Dynamics 365 is more than just a library—it's a strategic tool that empowers agents, supports self-service, and ensures consistent, high-quality information is always at hand. Whether used internally or customer-facing, it improves resolution speed and enhances service delivery.
Why a Knowledge Base Is Valuable for Your Organisation:
- Faster Issue Resolution: Agents can quickly find accurate, approved answers to common questions—reducing handling time and improving first-contact resolution.
- Consistent Information Delivery: Ensure your teams are always providing up-to-date, standardised responses that align with company policies and best practices.
- Improved Self-Service Options: Enable customers to find answers on their own through portals or chatbots—reducing support volume and increasing satisfaction.
- Reduced Training Time: New employees get up to speed faster with access to curated, role-specific knowledge articles at their fingertips.
- Built-In Feedback & Updates: Articles can be rated, flagged, and updated based on real-time use and feedback—keeping content relevant and effective.
- Insight-Driven Content Management: Track article usage, search patterns, and knowledge gaps to continuously refine and expand your content library.
The Knowledge Base in FieldConnect 365 transforms knowledge into a service asset—empowering both your team and your customers with the right information, exactly when it’s needed.
