Adding solution records to the knowledge base

To make the knowledge base a useful resource for your contact center agents, you must add solution records.

1. Select Requests > Set Up > Knowledge Base.
2. Click the Add action.
3. In the General section, enter the name.
4. In the Details section, specify the request classification, service class, instruction class, and problem type.
5. In the Instruction section, enter the information that is displayed when this solution instruction is accessed.
6. In the Instruction Options section, specify the choices for the next level of the question tree.
7. Specify related topics and related documents.
8. Click Create.

What to do next

Attach the top level of the solution instruction tree to the appropriate request class.