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Creating an FAQ Answer

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.

Before you begin

Make sure you have defined an FAQ category. For information, refer to Creating an FAQ Category, on page 1

To create a FAQ answer:

  1. Log in to an AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. 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.

  2. From the Control Panel menu, click FAQ.

    The Agent Supervisor Console displays the Frequently Asked Questions window.

  3. 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.

    Figure 89: Agent Supervisor Console, Add FAQ Answer dialog box

  4. In the Add FAQ Answer dialog box:

  5. 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"

  6. Click OK.

    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"


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