Planning the Case Base

The case base is where you build out the guidance processes that the Virtual Assistant uses. There are several different tasks and components that play a role in the guidance process:

1. Adding Intents to the Case Base

2. Creating Questions and Answers in Case Base

3. Configuring Transfer of Customers to a Live Agent

4. Configuring Page Push Functionality

5. Configuring Cases

Always make sure that you create a live release of the case base and use that live release for the Virtual Assistant. For more information, see the eGain Author's Guide to Guided Help.

Some of the tasks in the case base are performed in other parts of the Knowledge Console and the Administration Console. For more information, see the eGain Administrator's Guide to Administration Console and the eGain Author's Guide to Guided Help for details about performing some of these tasks.