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:

• Select a Knowledge Base and language
• View recent customer questions
• Search for answers to a customer's questions in the Knowledge Center knowledge base and copy any relevant answers to the reply
• View attachments
• Copy Found Answers to a Reply
• Suggest answers for missing questions in knowledge base
• Provide negative feedback on an answer
• Browse the Knowledge Base
• Browse a customer's search history while they work with the accepted interaction

Important

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

Selecting a Knowledge Base and Language

Start

1. To select a Knowledge Base, click the Knowledge Base menu and choose your Knowledge Base from the list.
2. To select a language, click the language menu and choose your language from the list.
   

   Selecting the Knowledge Base and Language

End

Viewing Recent Customer Questions

Start

1. Go to the Ask tab.
2. If there is no question asked, the system shows a list of the most recent customer questions.
3. For detailed knowledge on the customer's usage history please see Browsing Customer Search History
   

   Recent Questions

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 Ask tab.
3. Enter the search term and either click the Search button or press Enter.
4. Knowledge Center will provide the appropriate search results.

Searching for Answers in the Knowledge Center Knowledge Base

End

Viewing Attachments

Start

1. Click to expand the answer.
2. Click the appropriate attachment to open it in a new window.
3. To close the attachment, simply close the new window.

Attachments

End

Copying Found Answers to Reply

Prerequisites

• The incoming interaction has been accepted.

Start

1. Go to the Knowledge Center tab.
2. Open the Ask tab.
3. Enter the search term and either click the Search button or press 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 Ask tab.
3. Enter the search term and either click the Search button or press Enter.
4. Click No relevant results 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 send this answer to the customer?".

End

Providing Negative Feedback on an Answer

Start

1. Answer No to the question, "Was this helpful?"
2. Type your feedback in the field provided and click Submit.

Feedback field

End

Browsing the Knowledge Base

Start

1. From the Browse tab, click a category from the list.
2. Clicking a category opens all documents relating to that category.
   

   Browsing categories
   Important

   For information about copying answers, please see Copying Found Answers To Reply.

End

Browsing Customer 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 Current Session or All History in the drop-down).
   

   Browsing a Customer's Search History for the Current Session
   

   Browsing a Customer's Entire Search History
4. Filter the history events by type:
   ALL - shows all events (you can define a date range here, if needed)
   SEARCH - shows the customer's search queries
   OPEN - shows documents that customer opened to view
   FEEDBACK - shows the customer's likes & dislikes
   NO ANSWER - shows queries when the customer indicated that there was no answer found
   Important

   When you select any line in the history table, the Details view is refreshed to show all information on the selected event.

End