Knowledge base & deflection — found from sitemap — eDesk

Cited by

Facts read from this source

• Kb deflection claim Report an error

  “Reduce customer queries by up to 30% by publishing help articles to your website that enable customers to self-serve.”

• Kb AI training content Report an error

  “If your business uses eDesk's Chatbots or Smart Reply in AI Assist, you can add your Knowledge base as Training content to help them deliver disciplined and informed answers.”

• Kb article embedding shortcut Report an error

  “agents can look in the Knowledge base when they're answering customer queries and embed or link any article in it into a reply with a single keystroke, using the shortcut $”

• Kb custom domain Report an error

  “If you want a custom domain instead of using edesk-support in the URL, you can enter your own unique domain name here.”

• Kb password protection Report an error

  “If you add a password to your library, this will be required by any agent or customer in order to view the Knowledge base.”

• Kb AI search Report an error

  “Note: AI is used for the Knowledge base search terms, so even if your customer doesn't use the exact keywords you write here, all content will be scanned for relevance.”

• Kb submit ticket form Report an error

  “The eDesk Layout includes an option for your customers to contact you. The customer selects Submit a ticket at the bottom of the page in the Knowledge base, which opens a form. Once they complete the form and submit it, a ticket will be created in the Mailbox”

• Kb layout customization Report an error

  “Style: Update the CSS (style sheets) to match your website branding.”

• Kb library cloning Report an error

  “Clone library allows you to clone the library for use on another site.”

• Kb media upload limit Report an error

  “the media that is uploaded has a size restriction of 10MB.”

• Kb categories subcategories Report an error

  “This will then create a new sub-category and you will be able to add articles to it.”

• Kb public hosting URL Report an error

  “Creating a library will generate a URL. This URL can be used as a stand-alone link or can be added to your own website.”

• Kb permission required Report an error

  “You’ll need to have access to Knowledge base in your permissions. If you don’t have access, you can request it from an Admin user within your business.”

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