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Users might experience few discrepancies in Search results. We are working on this on our side. We apologize for the inconvenience it may have caused.
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EIM 4.3 - KB search

Hi all,

As an agent, is it possible to search for a KB article to be used as a reference or as part of the email reply? Currently it seems like the agent will need to browser through the KB tree folder like structure to retrieve any articles.

Thanks!

-JT-

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Accepted Solutions

Re: EIM 4.3 - KB search

Hi JT,

The agent can click on Search, and in the search window set the Object Type to :Article and then you can set your search criteria.

Once the results come up, they can click on one, and then hit the 'Add to Reply' option.

They can also click the Bookmark button, which will allow the agent to just click on KB, and then BookMarks the next time they want to specifically use this.

Barry

3 REPLIES

Re: EIM 4.3 - KB search

Hi JT,

The agent can click on Search, and in the search window set the Object Type to :Article and then you can set your search criteria.

Once the results come up, they can click on one, and then hit the 'Add to Reply' option.

They can also click the Bookmark button, which will allow the agent to just click on KB, and then BookMarks the next time they want to specifically use this.

Barry

New Member

Re: EIM 4.3 - KB search

Hi Barry,

Thanks for the info.

Do you know if its possible to have/add a Search button on the KB information pane which will search for articles directly instead of using the Search module?

Thanks!

-JT-

Re: EIM 4.3 - KB search

Hi JT,

Not that I am aware of!

Barry

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