Knowledge base integrated into your Help Desk Software

Centralize knowledge and improve your support efficiently

Provide quick answers and reduce tickets with a 24/7 internal knowledge base. Optimize agent productivity and speed up issue resolution.

Base de conocimiento

Turn your knowledge into intelligent answers

Knowledge database

The ServiceTonic knowledge base centralizes your company’s internal knowledge and makes it available to both agents from the Service Desk and users through the Web Portal or Chatbot. This quick and structured access not only speeds up issue resolution but also drives effective self-service and smarter support.

Tópico de respuesta de la base de datos de conocimiento

The knowledge base designed to enhance your support

Discover how ServiceTonic’s knowledge base can transform your customer support from day one.

Reduction of repetitive incidents

Reduction of repetitive incidents

Users resolve their questions before creating a ticket, either through the search engine or with automated responses from ServiceTonic’s AI.

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Greater efficiency of the support team

Your agents quickly find validated answers, reducing handling times.

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24/7 Availability

Information remains accessible at all times for the user, even outside business hours.

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Consistency in responses

Ensure consistency in every interaction, without contradictions or duplications.

Features of the internal knowledge base

Empower self-service among your company’s agents and users.

Connect with Artificial Intelligence

The knowledge base enhances traditional self-service and becomes a key learning source for ServiceTonic’s Artificial Intelligence.

Thanks to its integration with our AI system, it is possible to:

Train the AI with existing topics

Cuantos más tópicos en su base de datos de conocimiento, mejores serán las respuestas de la IA, ya que comprenderá mejor las soluciones.

Automated responses in the Portal

Offer automatic and accurate responses from the User Portal, reducing the number of ticket submissions.

Conversations with the Chatbot

Enhance conversations with the Chatbot to provide relevant, up-to-date responses based on agent-validated content.

Personalice cada Asistente Virtual

Defina mediante prompts el comportamiento de cada Asistente Virtual a efectos del tono, el idioma, la extensión, el formato y otras características de sus respuestas.

Gestione su propio contenido

Dote a cada Asistente Virtual de su propio contenido incluyendo documentación propia de la empresa o URLs de páginas web que el AI Agent indexará.

Acceso limitado

Restrinja el acceso a cada Asistente Virtual a aquellos usuarios que cumplan determinadas condiciones, como role, departamento, ubicación o empresa.

Knowledge Base with Artificial Inteligence
Knowledge Library

Personalized knowledge library

Analyze your support performance from different angles thanks to flexible segmentation of key indicators.

Libraries by service

Define which services will have access to different libraries in your knowledge base and provide relevant information based on context.

Set the language

Translate your knowledge libraries into your users’ languages to ensure full understanding of the content.

Permissions

Define which roles can create and edit content in the knowledge libraries, and which users can access them according to the conditions specified by the agents.

Integration with ticket management

Integrate the knowledge base into daily incident management: access it directly from the ticket to search for and attach existing solutions, or create new articles from resolved cases to continuously enrich your knowledge repository.

Link solutions to the ticket

Search for and link the solution to an incident or problem by accessing the knowledge base directly from the ticket.

Create knowledge from a ticket

Easily generate new solutions from tickets containing common incidents or problems that have already been resolved.

Integration with Ticket Management
Árbol de tópicos

Custom classification

Organize the contents of your knowledge base in a hierarchical tree structure that facilitates navigation, thematic segmentation, and quick access to information.

Enriched content editor

Create complete, clear, and well-structured articles with an advanced editor that allows you to enrich your knowledge base content easily and flexibly.

HTML-formatted editing

Write and format your articles with an intuitive HTML editor that allows you to include headings, lists, tables, images, and much more.

Content linking

Link topics to each other or to attached documents to provide smoother navigation and a more comprehensive consultation experience.

External links

Include links to external sources directly within your articles, expanding the information available to your users.

Enriched content editor

Connect with Artificial Intelligence

The knowledge base enhances traditional self-service and becomes a key learning source for ServiceTonic’s Artificial Intelligence.

Thanks to its integration with our AI system, it is possible to:

Entrenar la IA con los tópicos existentes

Cuantos más tópicos en su base de datos de conocimiento, mejores serán las respuestas de la IA, ya que comprenderá mejor las soluciones.

Respuestas automáticas en el Portal

Ofrezca respuestas automáticas y precisas desde el Portal de Usuario reduciendo el número de creación de tickets.

Conversaciones con el Chatbot

Mejore la conversación con el Chatbot para ofrecer respuestas relevantes, actualizadas y basadas en contenido validado por agentes.

Train the AI with existing topics

Cuantos más tópicos en su base de datos de conocimiento, mejores serán las respuestas de la IA, ya que comprenderá mejor las soluciones.

Automated responses in the Portal

Offer automatic and accurate responses from the User Portal, reducing the number of ticket submissions.

Conversations with the Chatbot

Enhance conversations with the Chatbot to provide relevant, up-to-date responses based on agent-validated content.

Base de datos de conocimiento en IA

Personalized knowledge library

Analyze your support performance from different angles thanks to flexible segmentation of key indicators.

Libraries by service

Define which services will have access to different libraries in your knowledge base and provide relevant information based on context.

Set the language

Translate your knowledge libraries into your users’ languages to ensure full understanding of the content.

Permissions

Define which roles can create and edit content in the knowledge libraries, and which users can access them according to the conditions specified by the agents.

librerías base de datos conocimiento

Integration with ticket management

Integrate the knowledge base into daily incident management: access it directly from the ticket to search for and attach existing solutions, or create new articles from resolved cases to continuously enrich your knowledge repository.

Link solutions to the ticket

Search for and link the solution to an incident or problem by accessing the knowledge base directly from the ticket.

Create knowledge from a ticket

Easily generate new solutions from tickets containing common incidents or problems that have already been resolved.

Gráfico de tendencia

Custom classification

Organize the contents of your knowledge base in a hierarchical tree structure that facilitates navigation, thematic segmentation, and quick access to information.

Gráficos apilados

Enriched content editor

Create complete, clear, and well-structured articles with an advanced editor that allows you to enrich your knowledge base content easily and flexibly.

HTML-formatted editing

Write and format your articles with an intuitive HTML editor that allows you to include headings, lists, tables, images, and much more.

Content linking

Link topics to each other or to attached documents to provide smoother navigation and a more comprehensive consultation experience.

External links

Include links to external sources directly within your articles, expanding the information available to your users.

Vista de calendario

100% Customizable without coding

Adaptable and highly configurable software, with no need for coding, designed to fit your company’s specific needs.

Great support team

Rely on our experts—a great team that will provide guidance even before the software implementation begins.

Security and trust for your organization

We prioritize information security in every process and are backed by ISO 27001 certification.

Create your knowledge base

Discover in just a few minutes how ServiceTonic’s knowledge base can transform your support management. Request a demo with one of our specialists, and we’ll show you how to tailor it to your organization’s needs.

Create your knowledge base

Discover in just a few minutes how ServiceTonic’s knowledge base can transform your support management. Request a demo with one of our specialists, and we’ll show you how to tailor it to your organization’s needs.