Knowledge Based Items
    • 10 Jul 2024
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    Knowledge Based Items

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    Article summary

    Overview

    Knowledge-based items alleviate the need to rewrite commonly used information for customers, thereby saving time and effort for the responding agent. Keyboard shortcuts are used to quickly enter relevant items into the conversation and are discussed in the Keyboard Shortcuts guide.

    To learn more about how the Teams assets operate, click on Understanding Teams Assets.

    Managing Knowledge-Based Items

    Creating and editing knowledge-based items is done on the knowledge-base management page in the Settings menu. Admin permissions are required.
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    Adding Knowledge-Based Items

    1. Navigate to the Teams page, click the desired team, and open the Knowledge Base tab.
    2. Check the items you want this team’s agents to have.
    3. At the center pane, select from the hierarchical team that can give over their Knowledge-Based items to this team.
    4. Click Add to immediately add Knowledge-Based items from the root team to this team.
    5. To automatically update the Knowledge-Based items from the selected source team, enable the Auto-update toggle.
    6. Save changes.

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