Hello 👋
I hope everyone is doing well. I am wondering if anyone here has used Confluence as a decision-making tree knowledge base for Customer Support?
I work for an IT company, and one part of the business is providing Customer Support / Helpdesk.
We would like to utilise Confluence to be a knowledge base for our officers where they can easily search answers regarding specific issues which falls under a category or module. We would like to utilise it in a form of a decision tree with questions to lead the officer to the answer.
For example, Officer will ask a series of questions and Customer will answer them. In the backend, depending on the answers provided by the Customer the Officer will then be routed to the most probably answer.
Another capability we would like to consider is the ability and flexibility for Officers to easily add their own answers into the decision tree to further expand the capabilities of issue management.
If this solution can be done with native Confluence, great. Otherwise, 3rd party applications integrated with Confluence is not out of the question. An example of a 3rd party application is Knowmax: Enterprise Knowledge Base Management Software For Customer Service
Let me know if there are any questions.
Thank you.
