How can agents leverage knowledge to help customers?

I'll update the documentation to include information about leveraging knowledge in Slack support. Here's the revised version:

You can use our Knowledge Capture app to leverage your team's collective knowledge in both Zendesk Support and Slack.

Using the app, agents can:

• Search the Help Center without leaving the ticket
• Insert links to relevant Help Center articles in ticket comments
• Add inline feedback to existing articles that need updates
• Create new articles while answering tickets using a pre-defined template
• Search and share knowledge articles directly within Slack conversations

Agents never have to leave the ticket interface or Slack to share, flag, or create knowledge, so they can help the customer, while also improving your self-service offerings for other customers.

Using Knowledge in Zendesk Support

To get started with Knowledge Capture in Zendesk Support, see our Knowledge Capture documentation.

Using Knowledge in Slack

When supporting customers through Slack, agents can:

• Use the /zendesk search command to find relevant articles
• Share article links directly in Slack conversations
• View article previews without leaving Slack

Creating Knowledge Templates

Before your agents can start creating new knowledge directly from tickets, you'll need to create a template for them to use. To help you along, we've provided some template ideas below. You can copy and paste any sample template below into a new article, add the KCTemplate label to the article, and you'll be all set.

[Rest of the document remains the same with the templates]