Writing guidance for users on the phone

[donnacullen]

We are building a knowledge base and along side the processes, I would like to insert script that the users should use when talking to customers.

Does anyone have any great way of doing this or examples where users can see what they should 'do', alongside what they should 'say'. 

[Brant Schroeder · Accepted solution]

@donnacullen Welcome to the Atlassian community

We do something similar to what you are asking about.  We have a large number of internal KBs / Documents that our agents use to resolve issues some are scripts.  These documents are restricted to our agents so only they can see them.  They still show up as related knowledge base articles for the agents to use but are not visible to the customers.