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:
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.