Content and categories
Organise product, service and process information with clear titles and categories. Help agents find the explanation they need.
Knowledge Base
The right information, at your agents’ fingertips during a call.
Organise product information, procedures and response guides into categories. Make published content available in the Agent Desktop according to role, team or queue scope.
FROM KNOWLEDGE TO THE RIGHT ANSWER
Keep your team working from the same current information.
- 01
Prepare the content
Categorise product information, process steps and answers to frequently asked questions.
- 02
Define the scope
Manage the content version, validity dates and which roles, teams or queues can access it.
- 03
Use it during a call
Let agents search and read published information they are permitted to access from their desktop.
Example publication workflow. Draft content is not available to agents until it is published.
Explore the Agent Desktop Knowledge BaseDiscuss this module
IN YOUR DAILY WORK
Prepare information and put it in your team’s hands.
Publication and version tracking
Prepare drafts, then publish, update or retire content. Track version history and validity dates.
Agent access
Make published content available to all agents or to specific roles, teams and queues. Agents can search and read information relevant to their work in their workspace.
NEXT STEP
Request a demo Let’s plan a tailored Knowledge Base demo.
Discuss modules, deployment options and integration needs with our team.
