Adding Articles From the Portal
From the KB pane you can use the self-service portal to answer customers queries. This is most useful while creating a call log activity (e.g. CallTrack)
You can use self-service portal and guided help only if the eGain Knowledge + AI license is assigned to you.
To add articles from the knowledge portal:
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Launch Solve to access the knowledge portal. For more information, see Using Solve.
Based on how the section is configured, you might be taken to the self-service portal home page, the guided help page, or to an external web site.
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Browse through the articles in the self-service portal and locate the article that best answers the customer's queries.
Whenever you use an article to answer the customer query, you can quickly add that article’s details to the Call Log pane.
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In the self-service portal click the Add to Reply button to add the article ID and name to the Call Log pane.
If the setting Allow classification to be added as text on reply pane for phone type activities is enabled, then any classification associated with the articles added to the Call Log pane automatically gets added to the call log.
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