Knowledge Base

The Service CRM workflow, end to end

Knowledge Base supports this flow alongside the other Service CRM modules.

1. 01

   Raise

   The requester picks a department, sees the matching knowledge base, and only files a ticket if the answer is not already there.

2. 02

   Route

   Category and tags set the SLA tier; the assignment strategy picks the agent; the notification matrix tells everyone who needs to know.

3. 03

   Resolve

   The agent works one screen — thread, record, actions and QuipAI — while the SLA clock runs against business hours.

4. 04

   Learn

   Deflection, accuracy, CSAT and SLA compliance are measured per category, which is what tells you where to let the AI take more.