Create FAQs

Define a frequently-asked question and response for your 8x8 Contact Center knowledge base. FAQs serve as resources to agents assisting customers. Your contact center may also publish the FAQ resource on your company's support center website. You must add the FAQ answers to the FAQ categories.

Before you begin

Only supervisors can create or edit FAQ categories and answers. Make sure you have defined an FAQ category. For details, refer to Create FAQ categories.

To create a new FAQ:

  1. Log in to 8x8 Agent WorkspaceClosedThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions..
  2. From the Control Panel click Menu > Knowledge base.
    8x8 AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace displays the Knowledge base window.
  3. Click Create > New FAQ
  4. In the Add a new FAQ dialog box, edit the relevant fields (items marked with an asterisk are mandatory):
  5. Click Upload a file to add any supporting data, such as images or attachments. For details on how to embed images , see Enrich FAQ content.
  6. Click Save.

    8x8 Agent Workspace displays the new FAQ answer in the category's list of FAQs.

The rich text editor for FAQ definition allows you to define visually appealing content with intuitive editing abilities. .