User Guide

106 Cisco Unified Web and E-Mail Interaction Manager Agent’s Guide
About the Knowledge Base
The Knowledge Base (KB) is a department's common repository of pre-defined content for use during
interactions with customers. It enables your organization to offer consistent and effective "knowledge-powered"
interactions to customers through all channels—chat, email, and phone.
The KB is available to you from the Information pane. For more information about using KB articles in
responses to email inquiries, see “Using Articles From the Knowledge Base” on page 82.
Suggesting Responses
Agents can suggest responses which can be added to the KB for enterprise-wide use. Authors must approve these
responses before they are added to the KB. Once approved, articles become available to everyone who has
permissions to view the folder in which it is placed.
The article content has following parts:
 Typed content: This is the content that an author composes.
 Macros: Shortcuts that expand into articles, paragraphs, or simple sentences. Macros can be used in the
content of articles to avoid duplicating the same content in more than one article.
 Internal File Attachment: A file on the local network that is attached to an article. Such attachments are
stored on the file server.
 External File Attachment: Points to a URL on the world wide web.
To suggest a response:
1. Create a response in the text box in the Reply pane.
2. Click the Suggest Response button in the Reply pane toolbar. The Suggest Response window opens.
Suggest a response
3. In the General tab, complete the required fields.
 Folder: The path to the folder in which you are suggesting the response. You can only choose folder for
which you have been given the Suggest Article permission. This is required information.