Knowledge Base

overview the knowledge base (kb) serves two primary functions centralized repository it is a single source of truth for articles, policies, and troubleshooting guides that agents access from their console integration host it is used to host the homepage of any url based integration the agent is redirected to this host url/page after each call ( post call ) or can launch it manually during a call ( in call ) how it works the kb is a dynamic panel within the agent interface used for both content lookup and external web application display agent workflow (content lookup) accessing the kb the agent clicks on the knowledge base icon located on the agent console's left navigation bar search and retrieval the agent uses a search bar or browses through defined categories to find relevant articles, policies, or troubleshooting steps while interacting with a customer agent workflow (url integration) manual launch (in call) the agent can manually trigger the display of the integrated url during a live conversation automatic launch (post call) the agent is automatically redirected to the integrated url (which often serves as a follow up action or disposition screen) after concluding each call prerequisites the agent must be logged into their console use cases technical support a support agent searches the kb for an error code and finds a step by step troubleshooting guide to resolve the customer's issue immediately post call data capture (url integration use case) after hanging up, the agent is automatically redirected to a custom url that hosts the post call wrap up form, ensuring disposition and data capture completion manual external tool launch (url integration use case) an agent manually launches the kb panel during a call to access a specific crm screen or external vendor tracking portal hosted within the panel policy questions an agent quickly finds the company's official return policy in the kb to provide an accurate, approved answer to the customer benefits increased first call resolution empowers agents with instant access to accurate information consistent information ensures all agents are providing consistent, approved answers to customers seamless integration provides a dedicated, defined area within the agent console to host and manage necessary external web applications (url integrations) reduced training time and handle time agents can find answers themselves instead of asking supervisors or colleagues limitations content dependency the usefulness of the knowledge base (as a repository) is entirely dependent on the quality and accuracy of the content created by supervisors or administrators configuration steps (administrative) accessing the knowledge base (agent) location agent > agent console > left navigation bar action click on the knowledge base icon to open the panel creating knowledge base content (admin/supervisor) human review needed specific ui steps for an administrator or supervisor to create, edit, and manage knowledge base articles could not be found in the provided user manuals