Working with Customer Feedback

Processing a "No answer" Item

Prerequisites

• The knowledge base has been defined in the CMS.
• A connection to Genesys Knowledge Center is available.
• Knowledge.CMS.Document.Author privileges have been assigned to the user.
• Knowledge.Author privileges have been assigned to the user.

Start

1. Select a knowledge base to display a list of its contents.
2. Choose the No answer tab.
   
3. Choose one or more items from the list.
4. Process each item:
   
   
   • Search for similar existing questions using the Search button.
     
     
   • Click the Create document button and create a new document based on the No answer item.
     
     
   • Delete unnecessary items using the Delete button.

End

Processing Votes

Prerequisites

• The knowledge base has been defined in the CMS.
• A connection to Genesys Knowledge Center is available.
• Knowledge.CMS.Document.Author privileges have been assigned to the user.

Start

1. Select a knowledge base to display a list of its contents.
2. Choose the Votes tab.
   
3. Choose one or more items from the list.
4. Process each item:
   
   
   • Review vote
     
     
   • Add a search query as an alternative question for the upvoted document using the Add as alternative button. Or Edit existing document. Or Create new document basing on search query.
     
     
     
     
     
   • Delete appropriate items using the Delete button.

End

Processing Drafts

Prerequisites

• The knowledge base has been defined in the CMS.
• A connection to Genesys Knowledge Center is available.
• Knowledge.CMS.Document.Author privileges have been assigned to the user.

Start

1. Select a knowledge base to display a list of its contents.
2. Choose the Drafts tab.
   
   
3. If any drafts are awaiting review, they are present under this tab.
4. Process each item: Create a new document or Delete a draft.
   
   

End