Agent-facing knowledge platforms that centralize approved answers, troubleshooting guides, process documentation, and decision trees so support agents can find accurate information during live interactions without searching across multiple systems. Core capabilities include contextual knowledge surfacing within the agent workspace, decision-tree and guided-resolution flows, content authoring with review/approval workflows, version control, analytics on article usage and search gaps, and integration with CRM/ticketing systems to auto-suggest relevant articles based on ticket context.