Communication and article platform

Robert asmar

Hi GGR community - Our overall CS (CS+CSM) team is trying to figure out our customer communication platform around things like posting FAQ's, Knowledge Center, release notes, etc... Looking for input on whether your teams allow that information to be posted publicly on your main website or privately for customers behind a login through a portal. And why one way vs the other? As well, what tools/platforms do you utilize to post and manage those communications?

We use Freshdesk for support if that helps. 

Thanks!!

Pam Micznik

Hi @Robert asmar,

Have you heard of Knowledge Centered Services? Salesforce, ServiceNow and other major companies use this process to ensure that KB articles are relevant and up to date.

https://www.thekcsacademy.net/kcs/