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Create FAQ Answers

Define a frequently-asked question and response for your 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 an FAQ answer:

  1. Log in to 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.
  2. From the Control Panel menu, click Help > FAQ.
    Supervisor Console displays the Frequently Asked Questions window.
  3. Select an FAQ category from the panel on the left, or click +New Category to create a new one.
  4. Click +New FAQ in the right panel.
  5. In the Add FAQ dialog box:
  6. Embed any supporting data, such as images or attachments. For details on how to embed images or attach files, see Enrich FAQ Content.
  7. Click Save.

    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 Menu Elements of the Rich Text Editor.

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