The LiveVox Knowledge Base (KB) portal enables your customers and the customers to assist themselves by providing them with the Knowledge Base (KB) portal. The KB portal is an online library of information about your products and services and provides a centralized database for collecting, organizing, retrieving, and sharing information. The portal stores information in the form of articles, which are either files or web-crawled content (that is, content from integrated websites). Adding the KB portal to an agent's desktop, means that agent can find the relevant KB articles to assist customers.
For example, suppose the KB portal is added to a web widget before deciding to chat with an agent. In that case, your customers can attempt to find the information they need by using relevant KB articles, which appear as they type their message in the text box of the web widget.
- For information about how to add the KB portal to an agent desktop, see Contact Center CRM Agent Desktop.
- For information about how to add the KB portal to a web widget, see Understanding and Using a Web Widget.
- For information about the roles and permissions associated with SMS, see the User Roles and Permissions section in the Product Documentation Library.
This section contains the following topics.
- Understanding the Knowledge Base: This section contains definitions of the fields involved in creating, managing, and previewing knowledge base articles.
- Working with the Knowledge Base: This section describes the steps involved in creating, managing, and previewing knowledge base articles.
