The whole idea behind a knowledge base is to minimize the engagement of customer service agents. That’s why we recommend that you don’t answer multiple, similar questions one by one, even if it only requires an agent to copy and paste the same answer each time.
The best way to approach such situations is to create an internal frequently asked questions list for your agents, including the most common questions asked by users paired with the answers. Agents should close new questions that have already been answered in the past, inform their authors that it’s best to review existing questions and answers before asking a new question and provide them with a link to the solution they were looking for.