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e-FAQ view

Requirements: You need the View e-FAQ Access Control right to use e-FAQ in an interaction.

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 you have been assigned the appropriate user rights in Interaction Administrator, you can use e-FAQ to respond to your customers' requests for information.

You can add the e-FAQ view to the CIC client. You can use the e-FAQ view to search the e-FAQ database and configure e-FAQ options.

The features of the e-FAQ view are the same as the e-FAQ section of the E-mail Window for Outgoing Messages or Chat window. For more information, see Working with e-FAQ.

To display the e-FAQ view:

In the Create New View dialog box, set Group by to Categories, and then from the list of categories, select Interactions.

In the Views list, select e-FAQ.
Click OK.

Result: The e-FAQ view appears.