The Freshdesk Application records all customer-related information, provided by the customer upon raising a query/ticket. For the Customer Service Agents to resolve said tickets, a backend team is usually required to pull out data from a Knowledge Management portal, which works independently from the Freshdesk CRM.
Once setup is complete, user will create any ticket and will get access to KM search and its content. After creating the ticket, subject details which will be passed to the KM as a keyword and it will show all related solutions to that keyword. The provided solutions can be designed in picture guide, decision tree ,FAQ or article format.