Knowledge Base Overview
The Knowledge Base is a repository of articles that help you quickly find answers to customer inquiries and improve response times by providing predefined/approved text for your replies to the customers.
Accessing the Knowledge Base
You can access the Knowledge Base at any time via the KB icon 
in the left-hand sidebar.
During text-based interactions, you can click on the Knowledge icon 
on the right-hand side of the page to expand the Knowledge Base sidebar, or select words or phrases from the interaction to search for relevant articles.
In addition, you can click the Open In New Tab button 
in the top right corner to access the Knowledge Base separately from the Agent Desktop 2.0 application.
Using Knowledge Base Content
Depending on your service configuration, some articles may be offered to you as templates, which you only need to review and, if necessary, customize slightly before sending them as replies to customers. Other articles may provide more general knowledge that you may need when handling typical customer inquiries within a given service.
Articles can be arranged in multi-level folders corresponding to the different categories of knowledge within your organization. You can browse the Knowledge Base by folder and article name, or search for articles relevant to your task using keywords (e.g. the name and model of a specific product).
For more information on how to use Knowledge Base articles in your replies, see How to Use Knowledge Base Articles.
Contributing to the Knowledge Base
As an agent, you may provide comments about any article that may be used to improve its content and make it more helpful to you and other users. Privileged users are also able to create and edit Knowledge Base articles. For more information, see Contributing Content to the Knowledge Base.
Note that Knowledge Base content is fully customizable and specific to your organization. If the Knowledge Base is used in your contact center, you will receive a description of its contents and detailed usage guidelines from your system administrator.