Knowledgebase integration
Service center users can access the organization's knowledgebase when Infor Knowledgebase is implemented. The knowledgebase is accessed through employee cases.
Searching the Knowledgebase
- administrators
- managers
- agents
- case employee manager
- case field representative
Search results are based on the pages that the logged in service center user has permission to access.
Copying Links
From a case form, service center users can copy the link, text or both and paste it as dialogue to an open case. This feature is not available to other types of cases, including new cases.
Notes and Attachments
From a case form, service center users can add a note or attach a file to an open case. This feature is not available to other types of cases, including new cases.
Emulation
An agent can view the knowledgebase from the perspective of the employee. This view, emulation view, can be used to help the employee navigate to content that helps to resolve the issue.