Answer Book is a knowledge base of support articles that can
be used by representative to get solutions to client tickets. Its powerful search technology
and ease of use provide the first level information support, both for your
clients and representatives. All representatives can submit articles to the
knowledge base. Authorized representatives such as an Administrator review
these articles and once approved, these articles can be made available to the
representatives through the Answer Book. You can further provide rights to
client, representatives or both to view these articles while adding an article.
Note: All the articles, which are
selected to be available for both client and representatives in the Answer
Book, are displayed in the Public Self Help. Client can view the articles only through
the Self Help
section. The Self Help section provides online support to the clients 24 hours
a day. On the other hand, representative can view the articles either through
the Answer Book or Self
Help section.
You
can also use the Answer Book to create an auto responder message. Click on
Migrate in the Answer Book
in the Add Auto
Responder page to migrate articles or predefined answers.