Difference between revisions of "Knowledge Centre"
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==Introduction== | ==Introduction== | ||
+ | This feature allows agents and customers to be presented with relevant knowledge when using progressive capture in the user app and the customer and service portal (selectively). Knowledge is presented in the form of FAQs, Known Issues, Catalog Items and Requests (User app only). | ||
+ | * Possible knowledge matches are continually filtered based on the inputs to different progressive capture forms in the progressive capture flows. | ||
+ | * Users can view and interact with potential knowledge in Progressive Capture | ||
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− | == Knowledge Centre == | + | ==Enabling the Knowledge Centre== |
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'''guest.app.experimental.hornbillKnowledgeCentre''' | '''guest.app.experimental.hornbillKnowledgeCentre''' | ||
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:* Default is '''Off''' | :* Default is '''Off''' | ||
:* If enabled, shows the relevant knowledge when a user log a new request in the user app | :* If enabled, shows the relevant knowledge when a user log a new request in the user app | ||
+ | |||
+ | ==How does it work== | ||
+ | |||
+ | ==Using The Knowledge Centre in the User App== | ||
+ | |||
+ | ==Using the Knowledge Centre on the Customer or Service Portals== | ||
[[Category:Service Manager]] | [[Category:Service Manager]] |
Revision as of 20:35, 14 March 2018
Home > Service Manager> Knowledge Centre (Experimental)
IntroductionThis feature allows agents and customers to be presented with relevant knowledge when using progressive capture in the user app and the customer and service portal (selectively). Knowledge is presented in the form of FAQs, Known Issues, Catalog Items and Requests (User app only).
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Related Articles |
Enabling the Knowledge Centre
guest.app.experimental.hornbillKnowledgeCentre
- Default is Off
- If enabled you will also need to enable which interfaces will see the knowledge centre in progressive capture, this is controlled by the following system settings:
guest.app.knowledge.customer
- Default is Off
- If enabled, shows the relevant knowledge when a user log a new request in the Customer portal
guest.app.knowledge.service
- Default is Off
- If enabled, shows the relevant knowledge when a user log a new request in the Service portal
guest.app.knowledge.user
- Default is Off
- If enabled, shows the relevant knowledge when a user log a new request in the user app