Win a ticket to Relate -10 Topics. 10 Tickets. - Admin Resolution Roundtable 🚀

While I’m not officially an admin, I do work closely within our Knowledge Base/Help Center and have been leveraging admin-level access to help improve structure and usability.

One recent win has been actively restructuring and refining KB content to make information easier for agents to find quickly and consistently. This has included working through organization, clarity, and standardization so we can move closer to a true single source of truth.

The biggest ongoing hurdle I’m still working through is ensuring consistency across all content and reducing reliance on scattered or outdated information. It’s an ongoing effort, but partnering with my manager and SMEs as well as the feedback from agents has been key in making meaningful progress.

What’s been making life easier lately is simply having more intentional structure in the KB, when the information is clean and reliable, everything else improves with it. Even in my day-to-day, the work we’ve put in so far and caused an exponential increase in efficiency while improving the KB. It’s incredibly exciting and motivating!

We are a B2B company. There've been a few times where I tell an end user that I will be escalating their ticket to their own organization’s internal support team, but then I forget to cc the team on the ticket. I created an app using the App Builder where, anytime I mention cc'ing someone or notifying someone, it will check if I have any CCs in the ticket and pop up a little notification in the top right if I am missing one. It has been a lifesaver!

Hey ​@Nikki12 

What an interesting application of App Builder! I love it!

We’re collecting and sharing all these possibilities with our community members! Whenever you have a chance, I encourage you to post your App Builder recipe here.

I’m sure more than one person will benefit from this.

And I can’t wait to meet you in person! I’ll DM you.

See you in Denver! ⛰

One smaller but meaningful win was improving how we handle article structure and product naming. As a tire manufacturer, we have several products with similar or overlapping names, but very different warranty terms. That can easily lead to incorrect or inconsistent AI responses.

As a workaround, I created a support article that explains the common naming challenges and guides users on how to correctly identify their product. Unlike other industries, our products don’t always have clearly visible part numbers, and DOT serial numbers vary by production week and plant, making them difficult for consumers to locate or interpret.

The article itself is a simple, low-tech solution, but it significantly improves the AI’s ability to correctly identify the right product and return accurate information.