If your contact center maintains an FAQ knowledge base, you can extract the relevant data from the knowledge base and insert FAQ responses into an email to customers. Using these FAQ responses minimizes agents' time in finding the right information, and maintains consistent delivery of information.
You can insert FAQs in an email by referring to shortcuts or by browsing and searching through the FAQ knowledge base. Referring to shortcuts requires prior definition of shortcuts for an FAQ item.
To insert an FAQ response in an email using shortcuts:
To insert an FAQ by browsing through the knowledge base:
Open topic with navigation