Hello everyone!
It's about time for a down comforter!

Is this Kimura?
This is Kimura!
· · ·

Today we will introduce CustomerService features and support information articles!

Knowledge Articles

Support articles are one of the features in CustomerService.
This function allows you to keep a record of the details of your customer service interactions.

This is probably a very useful feature for those who deal with customers.

This is because you can search past response history and find the response method you need!

What's the actual screen like?

To actually check past articles, you can check the articles from the Knowledge Information Search entity.
You can search for articles by entering keywords in the area surrounded by a red frame.

How to create an article?

To create an article, you can create a new article from the Knowledge Article entity.
As shown in the figure below, you can edit the title of the article in Title and the content of the article in Content.

You can set keywords that will be hit by entering them when searching from the keywords surrounded by a red frame.
If you want to set multiple keywords as a search phrase, you can enclose them with a comma (,) like "○○,○○".
You can set multiple keywords.

I've set up the keywords, and now my support article is complete!
To publish an article, you need to have someone review the content, right?
This knowledge article also comes with the ability to request a review using a business process flow.
*Before review request

*Currently under review

Once the review is complete, the article will be published.
Once the review is complete and the article is published, the business process flow moves to Publish and the status changes to Completed.

Let's take a look at the actual article!

Search for published articles using Knowledge Search Entity
Enter "new" and search.

The article has been published successfully!

Being able to search past correspondence history will help you respond to customers faster,
This will make it easier for new employees to join the company and take part in the work smoothly!

That concludes our introduction to the Customer Service support information article!