Knowledge Base integrates with our Live Chat system. This allows agents to perform a knowledge base search within the chat window when they are chatting.
Setting up your knowledge base starts with creating articles. Cloudfon CX Knowledge Base provides an easy-to-use WYSIWYG editor and allows you to organize articles by category and tag, so that they are easy to find and maintain.
Manage Knowledge Base
Log in to your Cloudfon CX.
From the left navigation menu, go to Help Center > Knowledge Base > Manage.
You can add, edit and delete Knowledge Bases.
If you select Closed, Agent can’t see the Knowledge Base, select Open, Agent can see the Knowledge Base.
Create an article
Log in to your Cloudfon CX.
From the left navigation menu, go to Knowledge Base > Knowledge Bases > Articles.
(Optional)Select a category, or add a category.
Click New Article.
On the New Article page, input the article title.
Select a category for the article.
(Optional) Add tags for the article. The tags help you identify articles from the Knowledge Base backend. Tags are invisible to your readers.
(Optional) Select the checkbox to mark the article as Featured. Featured articles appear above the non-featured ones on your knowledge base pages.
Once the article is ready, change the article status to Published, and then click Save. Articles in Draft mode are invisible on your knowledge base.
After an article is created, you can edit, view, and delete it.
