How do I suggest new answers?

The Knowledge Base could not find an answer to my question, now what?

If the system could not provide you a valid answer to share with your customer, taking the time to suggest an answer will enable the Knowledge Base to improve over time, thanks to your input.

To make a suggestion to the system, simply click the 1-No relevant results button at the bottom of the page and 2-confirm that you wish to compose a new answer. In the 3-Create Answer window, you can:

• Edit your question
• Suggest the answer
• Select the categories that question and answer belong to

Once you've confirmed all the details, the system asks you if you'd like to 4-send this answer to the customer. Clicking Yes automatically copies your answer into the chat window in Workspace, saving you valuable time.

After submitting your suggested answer, it can be found under My Documents in the Browse tab at the top. From there you can view its current review status. For more information, see How do I use Documents.