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(Created page with "=ナレッジ・ベースに関する一般情報= ''ナレッジ・ベース''は、お客様からの問い合わせに対する返信の検索時間を短縮する記事の...")
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= General Information About Knowledge Base=
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=ナレッジ・ベースに関する一般情報=
''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. 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.
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''ナレッジ・ベース''は、お客様からの問い合わせに対する返信の検索時間を短縮する記事のデータベースであり、返信専用の定型文または承認済みテキストの提供により応答時間を短縮します。 サービス設定によって、一部の記事はテンプレートとして提供され、それをお客様へ送信する前に確認、必要に応じて少しだけの修正をしなければなりません。場合によって、一部の記事は特定のサービス内でお客様からの問い合わせを処理するのに必要な情報よりもっと広い知識(一般情報)を提供する場合があります。
  
 
Articles can be arranged in multi-level folders that will usually correspond to the different categories of knowledge within your organization. You can browse the Knowledge Base content using the folder and article names. You can also search for articles relevant to your task using some keywords (e.g., the name and model of the product that the customer has questions about).
 
Articles can be arranged in multi-level folders that will usually correspond to the different categories of knowledge within your organization. You can browse the Knowledge Base content using the folder and article names. You can also search for articles relevant to your task using some keywords (e.g., the name and model of the product that the customer has questions about).

Revision as of 04:57, 11 October 2018

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• 5.2

ナレッジ・ベースに関する一般情報

ナレッジ・ベースは、お客様からの問い合わせに対する返信の検索時間を短縮する記事のデータベースであり、返信専用の定型文または承認済みテキストの提供により応答時間を短縮します。 サービス設定によって、一部の記事はテンプレートとして提供され、それをお客様へ送信する前に確認、必要に応じて少しだけの修正をしなければなりません。場合によって、一部の記事は特定のサービス内でお客様からの問い合わせを処理するのに必要な情報よりもっと広い知識(一般情報)を提供する場合があります。

Articles can be arranged in multi-level folders that will usually correspond to the different categories of knowledge within your organization. You can browse the Knowledge Base content using the folder and article names. You can also search for articles relevant to your task using some keywords (e.g., the name and model of the product that the customer has questions about).

For more information on how to use Knowledge Base articles in your replies, see section How to a Use Knowledge Base Article

As an agent, you may provide some comments about any article that may be used to improve its content and make it more helpful to you and other users. Depending on your qualification, you may also be able to create new articles in the Knowledge Base and edit the existing ones. For more information, see section Contributing Content to the Knowledge Base.

Note that the Knowledge Base content itself 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 content and detailed usage guidelines from your system administrator.

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