Accessing the Knowledge Base
The knowledge base (KB) is a repository for articles, which can be used while responding to customer inquiries. The articles and where they are stored can vary from the most basic articles meant to be used as a standard greeting to the more complex articles that contain images and tables. Articles are stored in folders according to subject or department. KB folders can house sub-folders, which allow articles to be further classified for easy identification. The Advisor Desktop is equipped with multiple methods of accessing these articles and adding them to responses to customer inquiries.
Below is a list of the different methods of accessing articles in the knowledge base to service customers based on the communication channel.
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Channels |
Knowledge Resources in the Desktop |
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While these channels have their own assigned sets of knowledge tools available, there is one key feature that is available for all of them and can prove to be overwhelmingly the most useful of all. The Solve feature is available while working on any activity and acts as an intelligent tool for immediately locating the solution to your issue. For more information, see Using Solve.
Depending on how your system is configured, Solve may use the subject or text of the activity you are working on to run a search of the knowledge base and help find a solution. Consult your administrator for more information.
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