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e-FAQ

e-FAQ is a centrally managed database of Frequently Asked Questions and responses. If your company has purchased the e-FAQ knowledge management program and your agents have the appropriate user rights, they can use e-FAQ to respond to your customers' requests for information.

Note:
For more information about e-FAQ, see the Third-Party Integration Technical Reference at https://help.genesys.com/cic/mergedProjects/wh_tr/desktop/pdfs/third_party_integration_tr.pdf.

What the agent sees

The e-FAQ section appears in the sidebar area of the chat window and the E-mail window for Outgoing Messages. For more information about using e-FAQ, see one of the following:

eFAQ_section_labeled_40

1

e-FAQ section control

To expand or collapse the e-FAQ section, click the arrow on the section control.

2

Search text box and button

To start a search of the selected e-FAQ databases, enter search criteria in the text box and click Search.

3

Configuration button

To select the e-FAQ databases you want to search, click the Configuration button.

Tip:
To configure the level of restriction you want to place on your e-FAQ search results, click the Advanced button.

4

Search results

To display or hide the answer to a FAQ, click the arrow on a selected search result.

5

Shortcut menu

Right-click on a selected FAQ, then do one of the following:

To insert the content in the selected location in the current interaction, Click Insert and then select Question or Question and Answer.

To copy the content to the Clipboard, click Copy and then select Question or Question and Answer. You can then paste this information in a Windows application such as Notepad or Microsoft Word.

Requirements

An agent needs the View e-FAQ's Access Control right to use e-FAQ in a chat session or in an email reply.