Home Support Faqs How is the knowledge base organized?

How is the knowledge base organized?

The knowledge base consists of standard responses that can be assigned to one or more areas or subareas of responsibility, and any number of standard responses as possible.  The standard responses are suggested to the agent with reference to keywords in the customer's e-mails or by a link to topics, that is, the subarea of responsibility. There are three possible types of sorting: Alphabetically, according to the number of found keywords (which can also be weighted), and using the Google principle, that is, the most frequent use.

Standard responses can be created in different languages and are re-created in a character set supported by the language or in Unicode. This ensures that the standard response in a response e-mail is displayed correctly for the customer and is legible.

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