Knowledge Base
  • 03 Aug 2022
  • 5 Minutes to read
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Knowledge Base

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Overview

CommBox Agent Workspace’s Knowledge Base feature enables smooth accessibility to frequently needed information during conversations with end customers.

The feature streamlines the written responses and catalogs them in a database. It eliminates the need to re-enter the exact text repeatedly, which is time-consuming and can lead to errors and inconsistency.

Using this feature, you can determine a consistent response tone according to the company's tone that will be used by all agents and stick to your service standard.

You can search for items in the Knowledge Base by name.

To use the Knowledge Base in a conversation, click on the icon located on the bottom left-hand side of the text box (the icon which looks like a book)

After the Knowledge Base window opens, the folders (which can contain multiple Knowledge Base items) will be displayed sorted and applicable at the agent’s discretion.

When clicking on a node with links, the Add Link menu will be fully displayed next to the node.

Here is a Link of an example screenshot.

Please note: To arrive at the Knowledge Base management page, click on the Settings icon on the lower-left-hand side of the page.

Choose Knowledge Base within the settings tab, as seen in the screenshot below.

After we’ve added an item, text boxes (as seen in the screenshots below) will appear.

Please note: that the Rich text box’s content will be sent only in conversations in the Email or Chat modules.

The upper text box is intended for channels that cannot send messages with formatted text (i.e., SMS/chat, etc.). The rich text box is for channels in which formatted text is sent in an email.

You can then select one of the available embedded services.

Choosing a service means we can easily select a form/chat to send a link to customers.

By selecting one of the services, the agent can open a menu by clicking on an item where one of the components is active to choose the required components.

The tab of the Knowledge Base will be in the color black, and the shadow is more visible, and the default text displayed in the Knowledge Base search bar is “Search in Knowledge Base".

Keep in mind that when a user opens the KB outside the conversation and adapts to its size and position, the changes will also be saved after refreshing. The 3-dot icon visible before the search bar will open a settings menu.

Here is a Link to an example screenshot.

An additional example is seen below: You've added the term 'Form' in the Knowledge Base. By selecting this item, the agent will see all the forms that exist in the system:

When clicking on the pen icon to enter preliminary details to a form, the popup with the text field will be in the center of the screen and superimposed on the Knowledge Base regardless of its location.

Here is a Link to an example screenshot. 

Embedding this item will insert the relevant link along with the defined text in the text box, as seen below:


You can also create a URL link to a specific chat or application.

Client-side Customization allows access to the knowledge base required for system administrators.

Customer verification - allows you to insert a link to the customer authentication; the company's services are required.

Chat, video/voice chat - This allows you to publish a link to the chat, opening a list of all the chat channels. When the link appears, it will include a unique extension listing the agent who sent the link, which is used later in the opening of the object with a special assignment of the object to the agent who sent the link.

Forms - enables the submission of a specific Form.

Customer Service - provides the capability to publish a link to a customer service application.

Suggestions

Your agents may encounter a wide variety of issues during their day-to-day operations. Therefore, they can quickly and easily suggest new ideas.

Each time an agent provides answers that they have frequently offered, encourage them to mark a V in the checkbox in the text window (as seen in the screenshot below):

After the agent sends the message (assuming he has marked the checkbox), the proposal will reach the knowledge base’s administrative section for review by a system administrator.

Once an administrator enters the suggestions area within the knowledge base (as seen in the screenshot below):

They will be able to review the applications and decide which one will be added:

Add - If the suggestion is worthy, you can choose to add it to the tree.

Dismissal - If the suggestion is unworthy, it can be deleted.

Settings

Accordion drop-down menu view 

  • When adjusting the Knowledge Base, its minimum width and maximum height can be set as the sidebar’s height and width from the user's device.
  • When adjusting the Knowledge Base to the minimum width, the Knowledge Base dialogue presents only the tree without the preview displayed inside of it.
  • When the user will hover over one of the Knowledge Base items, its preview will be presented next to it.

Here is a Link to an example screenshot. 

Double-clicking will insert the Knowledge Base item within the conversation text area as usual.

Personal Settings 

The menu contains two settings that can be checked/unchecked:

  • Stay open after inserting an item

When this setting is selected, inserting a KB item will not close the KB.

  • Open when entering a Conversation

When this conversation is checked, the KB will be open on any click in the inbox to open a conversation.

Here is a Link to an example screenshot.

General Settings 

Within the brand’s General Settings page, there exists under the Knowledge Base section an additional Settings section that controls the Knowledge Base's Personal Settings.

These settings control the activation of the two framed settings listed below. All 3 settings can be toggled on/off without dependencies. The default state of the main settings switch is toggled to on with the two framed settings sections below off.

Here is a Link to an example screenshot. 

When the main switch is toggled to on - the Personal and General Settings will control all of the users’ Knowledge Base personal settings, and the 3 dots menu won't be visible.

Here is a Link to an example screenshot. 

When the main switch is toggled to off - When the 3 dots menu is visible for all users, both settings (Personal and General) will not be applied and each agent will be able to set these settings individually.

Here is a Link to an example screenshot.


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