Knowledge base and solution records

The knowledge base consists of a series of questions, answers, and solutions for a contact center agent to use to resolve a caller's problem.

When a contact center agent receives a phone call, the agent identifies the request class that corresponds with the caller's problem. If a solution record is available for that request class, then a link to the knowledge base is displayed. The contact center agent can use the solution record to solve the problem on the phone. Alternatively, the contact center agent can narrow down the troubleshooting that is required by the responding technician.

The solution instructions serve as the question tree that contact center agents follow when they help a caller with the knowledge base. The solution records act as a historical record of the solution instructions that were used. The solution records capture the questions, answers, and solutions talked through during the call. When you add the solution record, you can attach the top level of the solution instruction tree to the appropriate request class.

Use the same name for the top level of the solution instruction tree and the request class that the solution record supports. For example, if the request class is named ‘Room Cold’, you can also call the top-level solution record ‘Room Cold’. The top-level solution record contains the first question in the question tree. The request class points directly to this top-level record.