Helpdesk

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Help Center - Knowledge

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In this video, learn how to configure the second of three features of the Help Center - Knowledge! **Check out more Odoo tutorials** - Helpdesk playlist **App documentation** - Knowledge Docs - All Helpdesk docs **See what Odoo can do for you!** - Schedule a demo - Start a free trial

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1. Which icon represents the Knowledge application within a helpdesk ticket's chatter area?

A small magnifying glass. Two bookmarks in the top right corner. A green question mark.

2. When an agent finds a relevant article in the Knowledge search window, what does the "Send as message" option do?

It opens a compose email popup with the article's text already included to send directly to the customer. It deletes the article from the internal library and moves it to the customer's portal. It translates the article into the customer's native language using Odoo's AI.

3. What is the difference between the Knowledge view for an internal team member and the view for an "everyday Joe" (customer)?

Customers can edit the articles, while team members can only read them. Customers must pay a subscription fee to see any article. Customers can only see the specific articles and workspaces that the team has chosen to make public.

Helpdesk

Help Center - Knowledge

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