Inserting a KB Solution in an Interaction

The KB Solution you are viewing in the Knowledge Base page can be inserted as text or a URL in the Reply, Forward, and Consult panes.

1.  Open the required Interaction, and position your cursor in the Reply, Forward, or Consult pane.

2.  From the Insert list, click KB Article.

The Knowledge Base Manager is displayed.

If the Automatically use Interaction Subject for KB Search Global KB Option is enabled in Business Administrator, a search is automatically performed based on the Interaction subject and displays the relevant KB Solution(s) in the Knowledge Base page. You can change the search text, and click Search to perform a fresh search for KB Solutions.

If this Global KB Option has not been set, specify the text on which you want to base your search, and click Search.

3.  Locate the required KB Solution using the tabs in the Knowledge Base Manager.

4.  To insert the KB Solution as text, click Insert KB Article.

OR

To insert the KB Solution as a URL, click Insert KB Article URL.

The Knowledge Base page is automatically closed when the KB Solution is inserted.