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Create and Edit FAQ Knowledge Base

Due to the repetitive nature of inquiries handled by contact center agents, building an FAQ (Frequently Asked Question) knowledge base for the most frequently-asked questions saves agents time in fetching responses for customers. Whenever a customer seeks information, agents can refer to the FAQ knowledge base and provide information quickly. Agents can embed FAQ content in a chat interaction or an email. Your contact center administrator can publish this FAQ knowledge base on your website for broader access.

Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. allows supervisors to build FAQs. You can enrich FAQ content by embedding images or attaching files. Build the FAQs once, and refer to them, time and again.

Note: Virtual Contact Center limits the ability to create FAQs to supervisors. Agents do not have the privileges to create or edit FAQs.


Building content for FAQs requires you to:

For details about inserting FAQ answers into an email or chat, see Insert FAQ Responses into Emails, and Insert FAQ Responses into Chat Interactions.

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