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Configure e-FAQ

Requirements: You need the View e-FAQ Access Control right to use e-FAQ in an interaction. You need the Customize Client Security right to configure e-FAQ settings. Client templates can contain configuration settings that determine your e-FAQ options and control whether you can alter configuration settings.

You can limit or expand the number of results returned by your search by selecting a more or less restrictive Search Results configuration. Search Results configuration can be adjusted on-the-fly from the e-FAQ tab in the E-mail Window for Outgoing Messages and Chat window or in the e-FAQ view.

Selecting All is the least restrictive search configuration where all results found based on the search terms will be returned. Strict is the most restrictive search configuration where the search results will only contain the most closely matched entries, similar to keyword matches. Note that relevant entries that contain misspelled words or less common terms may not be included in the Search Results for "Strict" searches.

To modify e-FAQ search results options:

To configure e-FAQ Search Results, do one of the following:

- In the Configuration dialog box, click the e-FAQ node.
- In the e-FAQ section of the E-mail Window for Outgoing Messages or Chat window, click the e-FAQ configuration button and then click the Advanced button.
- Select an interaction. In the e-FAQ view, click the e-FAQ configuration button and then click the Advanced button.

Result: The e-FAQ pane of the Configuration dialog box appears.

Select the level of restriction you want placed on your e-FAQ search results:
- All: Include all results based on the search terms.
- Generous: Results may contain a wide range of entries based on the search terms.
- Best: Results will contain entries closed related to the search terms.
- Strict: Results will contain closed matched entries, similar to straight keyword matches.

Note: Relevant entries due to misspelled or alternative words may not be included in the results.

Click Apply to save your selections.
Click OK to close the Configuration dialog box.

Result: One of two things happens:

- If you accessed the e-FAQ pane of the Configuration dialog box from the E-mail Window for Outgoing Messages or Chat window, you are returned to the appropriate window.
- If you accessed the e-FAQ pane of the Configuration dialog box from the Options menu, you are returned to the CIC client interface.

To select which e-FAQ database to search:

Do one of the following:
- In the e-FAQ section of the E-mail Window for Outgoing Messages or Chat window, click the e-FAQ configuration button.
- Select an interaction. In the e-FAQ view, click the e-FAQ configuration button.

Result: If your CIC system has multiple e-FAQ databases, the FAQs selection section appears.

Click to the select the appropriate databases.