The Knowledge Base (KB) portal enables you to easily find the information you need to support yourself or assist your customers during any type of interaction (call or chat). The information is stored as articles, which are downloadable files or webpages.

This feature must be enabled by your manager.

Searching for Articles

Depending on the configuration of your desktop, the portal appears as an icon on the home bar or as the KB portal section. If the KB portal section appears on your desktop, ignore step 1 in the following procedure.

To search for articles:

  1. On the Home Bar, click the Knowledge Base Portal icon Knowledge Base Portal icon.
    The KB portal window appears. Depending on the configuration of the portal, a list of top-ranked articles and questions appear.

  2. Specify values in the following fields as required:

    • Restrict Category: Category based on which you want to search for articles.

      This field appears depending on the configuration of the portal (that is, if the Category checkbox is selected for the portal).

    • Restrict Section: Section (sub-category) based on which you want to search for articles.

      This field appears depending on the configuration of the portal (that is, if the Section checkbox is selected for the portal).

    • Search: Question, keyword (tag), or any text that exists in the articles for which you want to search.

  3. Press Enter.
    A list of articles that meet the filter criteria and the questions assigned to the articles appear. Relevant articles appear first on the list.

    • A file article is represented by the file iconfile icon.
    • A webpage article is represented by the cloud iconcloud.
    • A question is represented by the question mark iconquestion_mark.

  4. Click an article or question.
    The article appears.

    • Depending on the configuration of the portal:

      • The article appears either in a new tab or within the portal.

      • If the article appears within the portal, the word or phrase for which you searched is highlighted in the article wherever it appears.

    • If the article appears within the portal, you can:

      • Download the article (if it is a file) by using the Download icon Download icon.

      • View the article in a new tab by using the Show in new tab icon Show in new tab icon.

      • Go back to the list of top-ranked articles and questions by using the Return to the list of top-ranked questions icon Return to the list of top-ranked questions icon.

      • Go back to the list of search results by using the Return to results list icon Return to results list.