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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.
    GKC Feedback 01 022019.png
  3. Choose one or more items from the list.
  4. Process each item:
    GKC Feedback 02 022019.png
    • Search for similar existing questions using the Search button.
      GKC Feedback 03 022019.png
    • Click the Create document button and create a new document based on the No answer item.
      GKC Feedback 04 022019.png
    • 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.
    GKC Feedback 05 022019.png
  3. Choose one or more items from the list.
  4. Process each item:
    GKC Feedback 06 022019.png
    • Review vote
      GKC Feedback 07 022019.png
    • 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.
      GKC Feedback 08 022019.png

      GKC Feedback 09 022019.png
    • 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.
    GKC Feedback 10 022019.png
  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.
    GKC Feedback 11 022019.png

End

This page was last modified on February 27, 2019, at 08:57.

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