Welcome

One Knowledge Base, Many Ways of Getting to It

The Knowledge Console is used to create, share, and publish the knowledge content. The knowledge base is a department's common repository of predefined content for use during customer interactions. Once created, content in the Knowledge Console can be shared with other users and published at many locations, enabling consistent and effective "knowledge-powered" customer experiences through all interaction channels—self-service (web and mobile devices), chat, email, phone, in-person, and social media.

Important: The legacy Knowledge Base (KB) Console, which was dependent on Internet Explorer/ Microsoft Edge, is being discontinued on all eGain Solve versions. The powerful and flexible eGain Knowledge console introduced in eGain Solve 21 is now the place for knowledge authoring across all eGain products. The modernized Knowledge console improves the efficiency of authoring tasks and is supported on all major browsers. 

Typical Users

1. The knowledge manager who designs, builds, tests, and maintains the content.

2. Authors who create content.

3. Subject matter experts who review content.

4. Editors who copy, edit, and proofread content.

5. The contact center manager who sets up agent access to the Knowledge Console.

6. The webmaster or web designer who sets up customer and agent portals.

7. Knowledge engineers who set up guided help access to the knowledge base.

Key Tasks

1. Explore the console interface to get started

2. Manage content:

   • Create article types and templates

   • Create content

   • Create knowledge workflows for content created from the Knowledge Console

   • Approve content suggested by agents

3. Share content:

   • Set up permissions to view folders

   • Set up bookmarks

   • Create lists of especially useful articles

4. Create guided help access to articles (if your system includes the Guided Help module)

5. Create portals to publish content on your intranet or website (if your system includes the Portals module)

6. Monitor guided help usage with the Knowledge Dashboard (if your system includes the Guided Help module)