Knowledge Base Home Page

Prerequisites

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

Procedure

1. Sign in to the AICC as an agent and choose Knowledge Base > Knowledge Home.
   Figure 1 Knowledge Home
   
   • My History: displays all knowledge items viewed by the current account in descending order of the time on the right of the items, which indicates the time when they were viewed.
   • Shortcuts: displays all favorite knowledge items of the current account in ascending order of the time on the right of the items, which indicates the time when they were added to favorites.
   • Most Clicks: displays all knowledge items that have been clicked in descending order of the number of views and the last update time on the right of each item.

     You can view the number of views on the knowledge details page.

2. Search for knowledge items.

   Use either of the following methods:

   • Enter a keyword in the text box on the top and click to search for required knowledge items.

     The knowledge names, content, or keywords are matched based on the entered content. The matched keywords are displayed in red in the search results.

   • Click Advanced Search.

     You can set keyword, column name, knowledge type, update start time, and update end time, and then search for required knowledge items. The matched keywords are displayed in red in the search results.

     Figure 2 Advanced Search
     

3. Click on the top to refresh the knowledge base home page and return to the page shown in Figure 1.
4. Choose a column on the left. The subcolumns and knowledge items in the column are displayed on the right.
   Figure 3 Knowledge columns
   
   • Name: indicates a column, and indicates a knowledge item.
   • If a subcolumn has knowledge items, its name is Subcolumn name(Number of knowledge items). You can click a subcolumn name to view the columns and knowledge items in the subcolumn.
   • Click on the right of a column name to display the subcolumns in the column.
     Figure 4 Subcolumn
     
   • Display and sorting: Click By No, By Name, Clicks, or Time and then to sort the columns and knowledge items in ascending or descending order.

5. Click a knowledge item name to view the knowledge details.
   Figure 5 Knowledge details
   

6. Click to add the current knowledge item to my favorites.