Knowledge Center Plugin for Workspace Desktop Edition

Integrating Knowledge Center with Workspace Desktop Edition

Overview

The Knowledge Center Plugin for Workspace Desktop Edition enables your agents to:

• Browse a customer's search history while they work with the accepted interaction
• Search for answers to a customer's questions in the Knowledge Center knowledge base and copy any relevant answers to the reply
• Copy Found Answers to a Reply
• Suggest answers for missing questions in knowledge base

Important

To work with Knowledge Center plugin the agent must have Knowledge.Worker privileges.

Browsing Customer's Search History

Prerequisites

• The incoming interaction has been accepted.

Start

1. Go to the Knowledge Center tab.
2. Open the History tab.
3. Browse either the customer's search history from the current session or the customer's entire search history (by choosing either Session or Customer in the drop-down).

Browsing a Customer's Search History for the Current Session

Browsing a Customer's Entire Search History

End

Searching for Answers in a Knowledge Base

Prerequisites

• The incoming interaction has been accepted.

Start

1. Go to the Knowledge Center tab.
2. Open the Search tab.
3. Enter the search term and either click the Search button or hit Enter.
4. Knowledge Center will provide the appropriate search results.

Searching for Answers in the Knowledge Center Knowledge Base

5. You can filter these search results by using the filters that appear on the left side of the Search tab.

End

Copying Found Answers to Reply

Prerequisites

• The incoming interaction has been accepted.

Start

1. Go to the Knowledge Center tab.
2. Open the Search tab.
3. Enter the search term and either click the Search button or hit Enter.
4. Choose an answer.
5. Click the Copy content button.

Copying Answers to a Reply

End

Suggesting an answer for missing questions in knowledge base

Prerequisites

• The incoming interaction has been accepted.

Start

1. Go to the Knowledge Center tab.
2. Open the Search tab.
3. Enter the search term and either click the Search button or hit Enter.
4. Click No answer button.
5. Click Yes when asked "Do you want to compose the answer for the question?".
6. Compose the answer, set the appropriate categories, and submit the answer by clicking Confirm.

Creating New Answers for Unanswered Questions

7. You can copy the new answer as a reply to the customer by clicking Yes when asked, "Do you want to post answer to customer?".
8. The answer will be stored locally during the agent's working session.

Storing New Answers

End