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Knowledge

Keeping knowledge healthy

Knowledge authors, managers and admins see what the AI answers from, source by source, and every saved article with its state. The dashboard shows the gaps; the Knowledge page shows what to do about them.

6 steps · 5 min read

Before you start

  • Knowledge authoring is granted person by person under Settings → Team (the "KB authoring" switch on each person). Admins have it already.
  1. 1

    Find the gaps

    The manager dashboard shows what share of resolved tickets your knowledge already answers, and the gaps: questions resolved by hand that nothing covers, grouped by topic and ranked by how many tickets each would have answered, with examples.

  2. 2

    Draft an article from a gap

    One click drafts the article from the tickets behind the gap. Before writing, QueuePower checks every source: if a page you already publish covers the topic, it says so and links it, and can draft an update to that page instead.

    You’ll see: A gap can be dismissed and stays hidden for 90 days.

  3. 3

    Publish where your knowledge base lives

    When your help centre or CRM knowledge base is connected, an approved article is emailed to the teammate you choose, ready to paste, and the AI answers from it straight away. Once the page is live, QueuePower links it and retires its own copy. Nothing is written to your help centre by QueuePower itself.

  4. 4

    Review the Knowledge page

    Every article with its state (in use, awaiting publication, published on your knowledge base, archived), how many tickets it resolved in the last 90 days, when the AI last used it and where it lives. Edit, archive, restore, resend to a teammate or link the published page by hand.

  5. 5

    Act on what didn't work

    Pages and articles that fail repeatedly, or whose replies the team keeps rewriting before sending, are flagged with what to do. Where customers said it didn't work, "Suggest an edit" opens the drafter on those tickets; for a page on your help centre, as an update to that page.

  6. 6

    Tidy what is stale

    Articles the AI hasn't drawn on for six months, and published articles whose page has gone, are flagged. Every edit saves a new version the AI uses from the next ticket.

Good to know

  • An answer followed by another before the customer replied counts neither way: only the answer standing when the customer confirmed is credited. A resolved ticket is resolved.
  • An article can be written by hand here too, with the same check that your knowledge base doesn't already cover it.

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