---
title: Knowledge Base
slug: contact-center/knowledge-base
docTags: 
createdAt: 2025-09-28T14:35:17.390Z
---

# Overview

The Knowledge Base (KB) serves two primary functions:

1. **Centralized Repository:** It is a single source of truth for articles, policies, and troubleshooting guides that agents access from their console.
2. **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.