Defining a frequently asked question and response for your contact center knowledge base. These serve as resources to agents assisting customers. Your contact center may also publish the FAQ resource on your company's support center website.
Make sure you have defined an FAQ category. For information, refer to Creating an FAQ Category, on page 1
To create a FAQ answer:
Log in to an SupervisorAn agent with the supplementary privileges required to create FAQ categories and answers, monitor agent interactions in progress, listen to recordings of previous interactions, and create reports for the agents groups they supervise. Console.
Only Agent Supervisors can create or edit FAQ categories.
From the Control Panel menu, click FAQ.
The Agent Supervisor Console displays the Frequently Asked Questions window.
Select a FAQ category from the left hand panel, then in the right-side panel click +New FAQ.
The Agent Supervisor Console displays the Add FAQ Answer dialog box.
In the Add FAQ Answer dialog box:
In the Shortcut text entry area, enter a shortcut that agents can use to quickly insert the answer to the FAQ into an email or chat reply.
For information about inserting FAQ answers into email or chat responses, see Inserting FAQ Responses into Emails , on page 1, and Inserting FAQ Answers into Chat Messages, on page 1
To prevent the from displaying this FAQ answer in any , select This FAQ is Private.
Private FAQ categories can only be accessed by contact center agents, not on a customer-facing Support Center Web page.
Embed any supporting data such as images, or attachments. For information on how to embed images or attach files, refer to See "Enriching FAQ Content"
The Agent Supervisor Console displays the Frequently Asked Questions window. The new FAQ answer appears in the category's list of FAQ answers
The rich text editor for FAQ definition allows you to define visually appealing content with intuitive editing abilities. For details a summary of elements in rich text editor, refer to See "Summarizing the Menu Elements of Rich Text Editor"
You can add images, or files to an FAQ response with just a few clicks.
To embed images in an FAQ response:
At the prompt for URL, specify the URL location of the desired image.
Note: Image should be hosted on a web server.
To attach files:
Download User Guides
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