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  • 1.  Using Knowledge Workbench for Agents KMS

    Posted 10-18-2023 12:01
    Edited by Brady Speed 10-18-2023 17:30
    No replies, thread closed.

    We're moving our internal / agent KMS from a Sharepoint 2013 site into a dedicated KB in Knowledge Workbench v2, potentially utilizing Agent Assist in the future. I have a couple questions I haven't been able to find answers to through search:

    • Is it recommended to always phrase article titles as questions? I understand the value of phrasing titles as questions for customer facing FAQ style chat bots, but in our case this will be a non customer facing KB that's basically a repository for SOP style documents for our agents to access during calls. We'll probably start off by having agents access the workbench through a link in their browser (Knowledge Cloud). To navigate the KB, agents would use search and/or filter by category and label, and then pick the article their looking for from a list of results. I could see using questions as titles could make the process of finding articles rather cumbersome. Or maybe I just need to shift my thinking on this.
    • Is there an option to deliver a KB in Knowledge Workbench to agents inside the agent desktop besides Agent Assist? Something between a link to Knowledge Cloud they open in the browser and AI powered Agent Assist perhaps.


    #ArchitectureandDesign

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    Brady
    Seattle, USA
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  • 2.  RE: Using Knowledge Workbench for Agents KMS

    Posted 10-22-2023 19:56
    No replies, thread closed.

    I think the idea of using questions as titles is for presentation when there is ambiguity.  The search looks at the entire phrase for matching, so you don't have to use left-to-right matching.  Also, the alternate phrases can have the statements and other ways to say the phrase. Not sure when we will get category and tag filtering - what would be nice.  

    Agent Assist only works when on an interaction as you probably found out.  You could setup a Knowledge Portal that agents could use anytime and even iFrame that into a client app in Genesys Cloud if you wanted.  The other would be to give them a bot on a website with knowledge.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Using Knowledge Workbench for Agents KMS

    Posted 10-26-2023 10:22
    No replies, thread closed.

    Thank you for the reply Robert. Very helpful. Cheers!



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    Brady
    Seattle, USA
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    Original Message


  • 4.  RE: Using Knowledge Workbench for Agents KMS

    Posted 10-27-2023 16:33
    No replies, thread closed.

    We are also migrating internal SOP style documents, has anyone found a way to skip down through a document / move to a lower section without scrolling? We are considering splitting up SOPs to different articles and linking that way, but curious if there is a better way to interlink in an article. 

    Thanks!



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    Whitney Sandene
    Colorado Springs Utilities
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