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FAQ, search, browse
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Strong
user adoption is key to any web self-service
implementation. While helping hundreds of
customers build successful self-service capabilities,
we have realized that each business needs
a different combination of self-service access
methods to match its customer profile and
business process. Incorporating this best
practice, eGain SelfService offers a broad
range of access options, which can be configured
appropriately for your business needs.
Provide the appropriate
interface to knowledge
FAQ and topics
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Dynamic FAQ lists consider
the history of KB usage by end users
and presents the user with most articles
sorted based on the ranking calculation
within a topic or subtopic.
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Define and display any
number of topic lists. Topics are collections
of articles based on properties such
as most popular, newly added, recently
changed, etc. Topics can also be dynamically
generated based on search criteria.
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Browse knowledge base
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The browse hierarchical
tree feature is one of several ways
of allowing users to access the knowledge
base. The tree can be expanded by clicking
to reveal all the subtopics contained
in the tree.
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The browse folders feature
is another way of allowing end users
to access the knowledge base.
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Search knowledge base
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Search for
articles using the keywords contained
in the article or meta fields. |
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Search for
articles using the phrases contained
in the article or meta fields. |
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Search for
articles matching specific article properties
like author, date, topic etc. |
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Search for
articles within specific topics or subtopics. |
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chat dropdown
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