Managing Favorites

Prerequisites

• The Knowledge Base feature has been enabled for the tenant space, and the operator has the Knowledge Base > Knowledge Application > Favorites menu permission.

Procedure

1. Sign in to the AICC as an agent and choose Knowledge Base > Favorites.
   Figure 1 Favorites
   
   

   On the Favorites page, the favorites directory tree on the left can be expanded. A maximum of three directory levels are supported.

2. Click to add a favorites directory.
   Figure 2 Add Directory
   

   Directory Name (mandatory): Enter a value of no more than 80 characters.

3. Click OK.
4. (Optional) Click corresponding to the new favorites directory to delete it.
   

   After a favorites directory is deleted, all favourite knowledge items in the directory will be deleted. Exercise caution when performing this operation.

5. Choose a favorites directory. All knowledge items in the directory are displayed on the right.
   • Click a favourite knowledge item name to view the knowledge details.
   • Click Edit and modify the knowledge item name displayed on the Favorites page.
   • Click Delete to delete a knowledge item from favorites.