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Using e-FAQ

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

Get the right answers for your customers by searching your company’s e-FAQ knowledge base, then simply copy and paste the information into an E-mail window or Chat window.

To use e-FAQ:

Do one of the following:
- In the Chat window or E-mail Window for Outgoing Messages, expand the e-FAQ section.
- Select an interaction and then select the e-FAQ view.
In the e-FAQ Search text box, type your search terms or a question and click Search.

Result: Matching results appear in the lower part of the e-FAQ section or e-FAQ view.

Tip: You can also cut and paste or use your mouse to drag and drop text from the original email message to the Search text box, or you can use your mouse to drag and drop text from another application to the Search text box. For more information, see e-FAQ Searches.

Note: These results are sorted by relevance to your search terms or question with the highest value FAQs and answers appearing first in the list. For more information, see Configure e-FAQ.

If you want to check the details of the responses listed in the search results, click the down arrow next to a search result.

Result: Response details appear in the search results list.

If the search results do not contain the answer you are looking for or if you want to fine-tune your search, do one of the following:

- Click the e-FAQ configuration button and adjust your e-FAQ settings. For more information, see Configure e-FAQ.
- Type another question or search terms in the Search text box and click Search.

After you locate the correct response in the search results list, do one of the following:

- Right click anywhere in the appropriate result, then do one of the following:
- - Click Insert and then select Answer, Question, or Question and Answer to insert the content in the selected location in the current interaction.
  - Click Copy and then select Answer, Question, or Question and Answer to copy the content to the Windows clipboard. You can then paste this information in a Windows application such as Notepad or Microsoft Word.
- Or use your mouse to highlight either the Question or Answer, press Ctrl+C to copy the information to the Windows clipboard. Click at the appropriate place in the interaction, and press Ctrl+V to insert the copied information in the selected location in the email reply or chat.

Continue with the normal activities of an email response, chat session or other interaction.

Note: For more information, see Working with E-mail Messages or Working with Chat Sessions.