Zoho Support enables you to build rich knowledgebase that can be used for future reference. With this knowledgebase, your support staff can provide consistent solutions to customers. This tool is very useful for organizations that focuses on post sales support activities.
By default all support reps are provided with the privilege of accessing the knowledgebase by the administrator. Customers can also view specific folders of knowledgebase in their Self Service Portal. This leads to considerable reduction in the incoming request volume as customers can view the answers to their issues directly from the Self Service Portal.