Agent Assist Knowledgebase Management System
You can access the Knowledgebase Management system from the Admin portal under Services - Agent Assist menu option. Please be aware that this is a paid service and needs to be configured for your solution before use.
The knowledgebase management system is a data storage hub, that contains articles about topics that are deemed relevant and useful for the agents while answering to the customer queries.
In the Knowledgebase Management system, you can:
- Create/edit the articles
- Delete the articles
- Categorize the articles
- Publish/unpublish the articles
- Rate the articles
Admins need to create relevant articles, group and tag them appropriately, so that it can be effectively analyzed [automatically served or manually searched] and used by the agents while on conversation with the customer or flipped through them using our Knowledgebase widget.