topic Re: Is there a Knowledge base just for agents for better and quicker answer for the his/her customer in Knowledge Base Tool

Is there a Knowledge base just for agents for better and quicker answer for the his/her customers?

tZhou6 — Wed, 22 Mar 2023 09:22:40 GMT

Hi guys，I'm new to HubSpot. It seems the knowledge base function is just for customers right? I would like to know is there a Knowledge base just for agents for better and quicker answer for the his/her customers? If yes, in which version of HubSpot?

Re: Is there a Knowledge base just for agents for better and quicker answer for the his/her customer

kvlschaefer — Thu, 23 Mar 2023 09:31:38 GMT

Hi @tZhou6,

Thanks for reaching out to the Community!

Are you referring to an external knowledge base for customers to refer to versus an internal knowledge base that agents can refer to? The more examples you can include, the better the community can provide insight. 🙂

Thanks!

Best,

Kristen

Re: Is there a Knowledge base just for agents for better and quicker answer for the his/her customer

tZhou6 — Fri, 24 Mar 2023 10:04:50 GMT

Yes, I mean an internal knowledge base that agents can refer to.

For example, if in a outbound saling call, the agent always just talks about the product information he knows or be trained, while the user may ask questions that the agent is not so familiar with or about other products. Thus the agent need to refer to someplacel (such as an internal knowledge base) for answer.

I found in the function list that there is a "playbook" for agents, is it what I'm looking for?

Thank you!

Re: Is there a Knowledge base just for agents for better and quicker answer for the his/her customer

kvlschaefer — Fri, 24 Mar 2023 15:50:00 GMT

Hi @tZhou6,

Thanks for the additional details!

You are correct -- playbooks would be the best tool to use in this case 🙂

You can read more about playbooks in this help article. They are available for Sales Hub and Service Hub Professional and Enterprise accounts.

All the best,

Kristen

Re: Is there a Knowledge base just for agents for better and quicker answer for the his/her customer

NMcGinnis — Fri, 20 Jun 2025 15:28:14 GMT

Depending on your HubSpot subscription, you can also create an internal knowledge base that would be availalbe to your agents. Now that our external KB is finished, we will be starting this soon.