Answer requests using an existing knowledge resource

Updated 3 weeks ago by Andrew White

With Spoke, you can use existing knowledge articles to answer new questions without leaving the request.

  1. Beside "Write a reply", click on the "+" button.
  2. Choose to add a Google Drive item, File, Link, or Text. Click Search KB if you know the answer already exists.
  3. Enter your answer and make sure to add keywords.
  4. Turn on Automate this reply. Since you asked the question Spoke assumes you don't know the answer, so this is automatically switched off. 
  5. Click Add.
  6. On your keyboard, press "enter" to send the answer to your request.
  7. Click the checkmark on the upper right to resolve the request.

Doing this reinforces Spoke's learning. The more that this occurs, the more confident Spoke becomes in its responses.


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