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How to Use a Knowledge Base Article

To use an article in your message to the customer, click the Knowledge tab. For emails, this tab is located in the Reply Editor. For chats, this tab is located in the Context Information Area.

Knowledge Base folders, articles, search field and filters

This tab shows you the content of the Knowledge Base and lets you browse the listed articles. Articles in the list may be arranged in folders and sub-folders reflecting organization of knowledge in your contact center. Names of folders are shown with the Unfold/Fold icon next to them. To open a folder, click the Unfold icon. Names of articles do not have any icons next to them.

Another way of finding an article you need is using the search field. Type a word or phrase that this article is likely to contain in the search field. Use quotation marks for the exact phrase match. Matching articles will be listed below.

By default, the content of the entire Knowledge Base is displayed or searched. However, some articles may be pre-associated with services that your contact center provides. To see only the articles related to the service of the interaction you are handling, select the only for this service checkbox.

Note that an article may be assigned are a default reply for a particular service. In this case, the text of the article will automatically appear in the drafts for all emails associated with this service.

When you select an article, its entire content will be displayed below in the Notes Editor space. The article content is shown in three tabs.

Knowledge Base article

The Keywords tab normally contains a statement of customer problem or question that this article will addresses. In a more general sense, this field can be used for any kind of information that will help you find the article using the search function (see above) and quickly assess relevance of the article to the email being handled. When you use the article as a template, the content of this tab will not appear in the email draft or chat text input field.

The Answer tab contains the answer to customer’s problem or question. When you use the article as a template the entire content of this tab that will be inserted into the email draft or chat text input field. This part of the article may contain some substitution fields that will obtain data from your working session and the email that you are replying to, for example, you first and last name, case number, and customer’s email address.

Knowledge Base article with substitution fields

The Usage Notes tab contains notes, comments, and suggestions regarding usage of this article. These notes may come from the author of the article and/or the agents who may have used it before. When you use the article as a template, the content of this tab will not appear in the email draft or chat text input field.

To use the article in your email or chat, click the Use button. The content of the Answer tab will be copied to your email draft in the Reply Editor or the text input field of you chat message. You can edit the text of the article as may be necessary to adapt it to your specific case before sending it.

Note: You can also initiate a search for information related to the content of the incoming email directly from the Reading Pane. For more information see section How to Review an Incoming Email.

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