Contents
Index

Working with e-FAQ

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 view, select, and use a pre-defined response to a FAQ during a chat session or while replying to an ACD-routed email message. For more information, see Using e-FAQ.

e-FAQ Section and e-FAQ View

You can use the e-FAQ section or the e-FAQ view to search the e-FAQ database and configure e-FAQ options. The e-FAQ section and the e-FAQ view are identical in appearance and features.

The e-FAQ section appears in the sidebar area of the Chat window and the E-mail window for Outgoing Messages. You can choose to display the dockable e-FAQ view. For more information, see e-FAQ View.

e-FAQ section

1	e-FAQ section control	Click the arrow on the section control to expand or collapse the e-FAQ section.
2	Search text box and button	Enter search criteria in the text box and click Search to start searching the selected e-FAQ databases. For more information, see Using e-FAQ.
3	Configuration button	Click the Configuration button to select the e-FAQ databases you want to search. Tip: Click the Advanced button to configure the level of restriction you want to place on your e-FAQ search results. For more information, see Configure e-FAQ.
4	Search results	Click the arrow on a selected search result to display or hide the answer to a FAQ.
5	shortcut menu	Right-click on a selected FAQ, then do one of the following: Click Insert and then select Question or Question and Answer to insert the content in the selected location in the current interaction. Click Copy and then select 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.