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Home / Custom Software / Case Study: Knowledge Base

Knowledge Base for Support Teams

An internal tool empowering support agents with organised product knowledge, known issues, and solutions

Internal Knowledge Base for Support Agents

A centralised platform for organising products, documenting known issues with solutions, and managing reference material — running alongside a Ticket KPI dashboard with a shared product database.

Client Need
Support agents lacked a single source of truth for product knowledge — information was scattered across emails, spreadsheets, and personal notes, leading to inconsistent customer responses.
Common issues and their solutions were not documented centrally, causing agents to repeatedly research the same problems and slowing down ticket resolution times.
There was no structured way to manage product families, spare parts information, manuals, or supporting files — making onboarding of new agents difficult and time-consuming.
Solutions
product family organisation

Product Family Organisation

Group related products into families for logical categorisation
Product summaries with search terms and links to official manuals
known issues and solutions

Known Issues & Solutions Database

Document common problems with their fixes, categorised for quick lookup
Searchable database enabling agents to find answers instantly
product information management

Product Information Management

Articles about spare parts, general info, and reference material per product family
File and image attachments for supporting documents and photos
user management

Admin Panel & User Management

Create and manage support agent accounts with role-based access
Runs alongside the existing Ticket KPI dashboard, sharing the same product database
Key Benefits
Faster ticket resolution through instant access to documented issues and solutions.
Consistent customer responses across the support team with a single source of truth.
Streamlined onboarding for new agents with all product knowledge in one place.
Reduced duplication of effort — agents no longer re-research previously solved problems.
Seamless integration with the existing Ticket KPI dashboard through a shared product database.