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ナレッジベースの記事の使用方法

ナレッジベースへのアクセス方法と記事検索方法はいくつかあります。メッセージにナレッジベースの記事をしようするには、返信エディタにおいてお客様からのメールにカーソルを合わせ、虫眼鏡アイコン Search-Knowledge-Base-50.pngをクリックするか、オレンジ色の矢印 Knowledge-Base-Arrow-50.png をクリックし、ナレッジタブを表示させます。


ナレッジベースへのアクセス


ナレッジタブには、ナレッジベースのコンテンツが表示され、リストされた記事が閲覧できます。リストに含まれる記事は、貴社のコンタクトセンターのナレッジベースの構成に基き、フォルダーまたはサブフォルダーごとに表示される場合があります。フォルダー名の横に開く/閉じるアイコンがあります。フォルダーを開くには、 開くアイコンをクリックします。記事名の横にアイコンはありません。使用するをクリックすると、お客様への返信メールに選択したテキストが貼り付けられます。

Another way of finding an article you need is by using the search field. Type a word or phrase that this article is likely to contain in the search field. Use quotation marks for the exact phrase match. Matching articles will be listed below.


Knowledge Base folders, articles, search field and filters


By default, the contents of the entire Knowledge Base are displayed or searched. However, some articles may be pre-associated with services that your contact center provides. To see only the articles related to the service of the interaction you are handling, select the only for this service checkbox.

Note that an article may be assigned are a default reply for a particular service. In this case, the text of the article will automatically appear in the drafts for all emails associated with this service.

When you select an article, its entire contents will be displayed below in the Notes Editor space. The article content is shown in three tabs: Keywords, Answer, and Usage Note


Knowledge Base article


Keywords Tab

The Keywords tab normally contains a statement of customer problem or question that this article will addresses. In a more general sense, this field can be used for any kind of information that will help you find the article using the search function (see above) and quickly assess relevance of the article to the email being handled. When you use the article as a template, the content of this tab will not appear in the email draft or chat text input field.


Answer Tab

The Answer tab contains the answer to customer’s problem or question. When you use the article as a template the entire content of this tab that will be inserted into the email draft or chat text input field. This part of the article may contain some substitution fields that will obtain data from your working session and the email that you are replying to (e.g., first and last name, case number, and customer’s email address).

Usage Note Tab

The Usage Note tab contains notes, comments, and suggestions regarding usage of this article. These notes may come from the author of the article and/or the agents who may have used it before. When you use the article as a template, the content of this tab will not appear in the email draft or chat text input field.

To use the article in your email or chat, click the Use button. The content of the Answer tab will be copied to your email draft in the Reply Editor or the text input field of you chat message. You can edit the text of the article as may be necessary to adapt it to your specific case before sending it.

Note: You can also initiate a search for information related to the content of the incoming email directly from the Reading Pane. For more information see section How to Review an Incoming Email.

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