Master Page

Accessing the Knowledge Base

The knowledge base (KB) is a repository for articles, which can be used while responding to customer inquiries. The articles and where they are stored can vary from the most basic articles meant to be used as a standard greeting to the more complex articles that contain images and tables. Articles are stored in folders according to subject or department. KB folders can house sub-folders, which allow articles to be further classified for easy identification. The Advisor Desktop is equipped with multiple methods of accessing these articles and adding them to responses to customer inquiries.

Below is a list of the different methods of accessing articles in the knowledge base to service customers based on the communication channel.

 

Channels

Knowledge Resources in the Desktop

  • Quick Links

  • Quick Responses

  • Bookmarks

  • Macros

  • Solve

  • Bookmarks

  • Macros

  • Suggested Response

  • Headers

  • Greetings

  • Footers

  • Signatures

  • Solve

 

While these channels have their own assigned sets of knowledge tools available, there is one key feature that is available for all of them and can prove to be overwhelmingly the most useful of all. The Solve feature is available while working on any activity and acts as an intelligent tool for immediately locating the solution to your issue. For more information, see Using Solve.

Depending on how your system is configured, Solve may use the subject or text of the activity you are working on to run a search of the knowledge base and help find a solution. Consult your administrator for more information.

Accessing the Knowledge Portal While Signed In to the Desktop

If you open the Knowledge Portal in a separate browser tab while you are already signed in to the Advisor Desktop (or you sign in to the same account from a different browser or device), the system detects the existing session and displays one or more pop-up messages. These messages are expected behavior and do not indicate an error.

When it appears

Message and Options

Recommended Action

You sign in to the same account from a different browser or device while a session is already active.

"You have another session in progress." Options: Retain Sessions & Sign In, End Sessions & Sign In.

Select Retain Sessions & Sign In to keep the other session active and continue signing in here. Select End Sessions & Sign In to close the other session first.

More than one active session is detected for your account (for example, when opening the Knowledge Portal in a new tab of the same browser used for the Advisor Desktop).

"You have more than one active session. Select an option to continue." Options: End this session, End all sessions.

Select End this session to close only the current tab's session and keep others active. Select End all sessions to sign out of every active session.

These pop-ups are part of the application's session-management design and confirm that the system is correctly identifying concurrent sign-ins. They do not indicate a system failure, and no troubleshooting is required.

Related Topics