User Guide

82 Cisco Unified Web and E-Mail Interaction Manager Agent’s Guide
Using Articles From the Knowledge Base
You can use Knowledge Base (KB) articles to compose responses to activities. Using KB articles saves time by
reducing the amount of typing required, and ensures consistency and accuracy of the content used in responses.
To use articles from KB while composing a response:
1. Select an activity to display its contents in the Reply pane.
2. In the Information pane toolbar, click the KB button. The KB tree is displayed in the KB section.
3. Navigate to the required article within the tree.
Locate KB article in KB tree
You can also hide the tree view and see a list of articles in the KB section of the Information pane. To see a
list, from the More button in the KB tree toolbar, select Toggle KB View.
Toggle the tree and list views of the KB
To go back to the tree view, select Toggle KB View again.
4. Select the article and drag and drop it in the message section of the Reply pane.
5. Alternatively you can also copy and paste the article from the KB window into the Reply pane, or click the
Add to Reply button.
The article is inserted into the response.