Articles are one of the pillars of your Employee Experience platform. They are the cornerstone of your company's knowledge, beneficial to both:
Help your HR and Support teams answer employees' requests faster.
Help your Employees find answers to their questions 24/7 on their Employee Portal and Virtual Assistant.
Articles can be created in two ways:
In your Knowledge Base
From your Inbox
1. Creating a new Article in your Knowledge Base
Go to your Knowledge Base in the main menu and click "Add Article." In this example, we will create an article answering the question: "How many days can I take after my child is born."
Choose one or more tags. Tags are essential as they will help you keep your Knowledge Base organized. In addition, they are a crucial element in the way articles will be displayed in your Employee Portal (see this article for more Infos on the Portal's Options)
Choose your Article's Title. A best practice is to write a title as a question. (see why here)
(Optional) Add a Summary: Add a summary of your article.
Create the body of your article using text or any of the bloc content available on your platform
Add at least one search query (a question this article answers): It is good practice to add a minimum of four queries so that your article will answer most of the related questions.
Save and exit
2. Creating a new Article from your Inbox
Clevy OnDemand's Inbox has been designed to let your Employee Experience Platform learn from your HR Agents' expertise.
While processing tickets, agents create valuable answers to your employee's queries. Our smart inbox lets HR agents create new articles directly from the answers they give to Employees while solving their issues.
They can do it either from a thread linked to a ticket or after they close a ticket.
By doing that, they make sure that:
Next time they get a similar query, the AI will automatically suggest the relevant answer, letting them save tremendous time processing tickets
The answer can be accessible in self-service when Employees use their Employee Portal or Virtual Assistant, automating more and more queries that won't even reach the inbox