- FAQ: Contains a list of frequently asked questions and their answers. These entries can be made available in a web-based customer centre, where contacts themselves can search for answers, and request handlers can add links to FAQ entries when replying to enquiries.
- Reply templates: Contains a list of all the reply templates in the system. A reply template consists of predefined text that can be pasted into a message to a contact or into a chat session.
- External documents: Here you can add documents and files to make them available to anyone using SuperOffice Marketing or Service, including unregistered contacts.
- Email addresses: Here you can create a list of email addresses that you use frequently so that they are accessible in most places you send emails. These addresses can for example be a group email address or people who are neither users nor registered as contacts in SuperOffice.
Knowledge Base
Knowledge Base
The Knowledge base is accessible from the Main menu in the top bar and gives request handlers access to saved data in a single location, which makes it easier to find information and make it available to contacts. You can use the knowledge base both as a look-up tool and for extracting information to reuse in communications with contacts. The knowledge base comprises the following main sections:
Related topics
KnowledgeWork with external documents (knowledge base)Manage foldersCreate FAQ entrieskb_entry tablekb_solution_finder table