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Knowledge base management

Knowledge base management that fuels self-service

Build out an accurate, comprehensive knowledge base to provide users with the right solutions and agents with the right resources

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Enhance self-serve

Empower customers to find solutions on their own with a knowledge base that is always accurate and built for Gen AI Search

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Write faster with AI

Spend less time editing articles with powerful AI commands to polish and transform your content with just a single click

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Track article performance

Break open the black box of article analytics with a comprehensive dashboard to measure engagement and article effectiveness

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Collaborate with ease

Keep your knowledge base in sync with product updates with a tool that makes it easy for your team to contribute and collaborate on articles

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Article creation

Consolidate knowledge across all your sources into a single repository

  • Write, edit, and format articles exactly the way you want with a WYSIWYG rich text editor
  • Instantly convert human agent responses into Q&As and keep your knowledge base dynamic
  • Expand your knowledge base repository with links to external articles and PDFs
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AI Assistance

Make article writing delightful with your own AI writing companion

  • Change the tone of articles to ensure consistency with your brand voice
  • Fix grammer and spelling with AI so you can spend less time editing content
  • Adjust the length of articles to match your content guidelines without having to manually restructure
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Manage Permissions

Surface information to whom you want and how you want

  • Control what information is visible to end-users by categorizing articles as ‘internal’ or ‘external’
  • Set custom viewing permissions to manage article visibility for specific user attributes
  • Allow every team to contribute to articles while still maintaining quality checks through user-based permissions
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KB Analytics

Get actionable insights into the customer impact of your knowledge base

  • Understand how valuable users find your articles by measuring CSAT on articles
  • Identify critical knowledge gaps that need to be addressed by tracking common search queries
  • Filter metrics by different customer surfaces to determine which one is creating the most impact
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Enhancing our knowledge base capabilities with DevRev has been a great experience. My agents now receive accurate suggestions from DevRev, based on existing knowledge and previous tickets, allowing for shorter resolution cycles, happy agents, and happy customers.”

Eyal Fein

Director of Global Support @ Binah.ai

Frequently asked questions