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Creating and Editing FAQ Content

Due to the repetitive nature of inquiries handled by contact center agents, building an FAQ (Frequently Asked Question) knowledge base for most frequently asked questions saves their time in fetching responses. Anytime 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. Refer to them, time and again.

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

Building content for FAQs involves:

For information about inserting FAQ answers into email or chat responses, see Inserting FAQ Responses into Emails , on page 1, and Inserting FAQ Responses into Chat Interactions, on page 1

 

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