Contact Center > Online Contact > Service Guide (Consultation) > Guide

Internal Notice

In this menu, administrators could register notice which should be shared within the organization. Registered notice documents are viewed in the relevant menu, and main page of Online Contact.

Manage Heading

Before registering notice documents, you could add headings which documents would be classified. Please proceed adding headings before registering notice documents or templates since selecting heading is required when registering. Only administrators could register, edit, delete headings.

Headings of internal notice are divided as follows:

  • Private: Heading which is used only in the relevant service
  • Common: Heading which is used in the entire service in the organization. When registered, it is registered commonly to all services inside the organization.

You can register headings by selecting heading classification, entering name and pressing the registration button, and you can edit and delete headings.

Please note that heading names cannot be duplicated, regardless of whether they are private or common.

Distribute Document

From distribute document menu, you could view or search information related to notice documents which are currently shown to agents in the organization. ① Registering, ② editing, deleting of notice documents are available to only administrators.

Viewable information is as follows:

  • Number
  • Status (In Progress/Reserved/Done)
  • Heading
  • Title
  • Tag
  • Registrant
  • Registered Time

Manage Template

For frequently used forms when creating notices, you could add templates to shorten the time for creating documents. You could ① Register templates, and only administrators could register, edit, delete templates.

Items which need to be filled are as follows:

  • Template Title
  • Template Description
  • Heading
  • Tag
  • Status: AbleShown when registering notice. DisableNot shown when registering notice.
  • Title
  • Contents

Manage Tag

Tags could be helpful for searching. Tags could be registered by ① Register button, and ② Editing, Deleting is also available. Only administrators could register, edit, delete tags. The most recent registered tag would be viewed first.

Tags are divided as follows:

  • Private: Tags which is used only in the relevant service
  • Common: Tags which is used in the entire service in the organization. When registered, it is registered commonly to all services inside the organization.

You can register tags by selecting classification, entering name and pressing the ③ registration button. Please note that tag names cannot be duplicated, regardless of whether they are private or common.

Register Notice

By clicking Registration Notice button in distribute document menu, you could create notice document to be shared to agents of the organization.

Items which need to be filled are as follows:

  • Select Template
  • Heading
  • Tag
  • Notice Period: The period which the announcement would be posted. If you set the start date after current creation date, it will be reserved with that date.
  • Global Notice: If you check this item, the document would be registered to every service in the organization. Thus private headings and tags would be unable to use.
  • Fixed Top
  • Title
  • Contents

After filling all the items, click ⑨ Register button to register document.

Knowledge Management

In this menu, administrators could register consultation knowledge which should be shared within the organization. Registered knowledge documents are viewed in the relevant menu, and main page of Online Contact.

Manage Heading

Before registering knowledge documents, you could add headings which documents would be classified. Please proceed adding headings before registering documents or templates since selecting heading is required when registering. Only administrators could register, edit, delete headings.

Headings of internal notice are divided as follows:

  • Private: Heading which is used only in the relevant service
  • Common: Heading which is used in the entire service in the organization. When registered, it is registered commonly to all services inside the organization.

You can register headings by selecting heading classification, entering name and pressing the registration button, and you can edit and delete headings.

Please note that heading names cannot be duplicated, regardless of whether they are private or common.

Consultation knowledge

From consultation knowledge menu, you could view, or search information related to knowledge documents which are currently shown to agents in the organization. ① Registering, ② editing, deleting of knowledge documents are available to only administrators.

Viewable information is as follows:

  • Number
  • Status (In Progress/Reserved/Done)
  • Heading
  • Title
  • Tag
  • Registrant
  • Registered Time

Manage Template

For frequently used forms when creating knowledge documents, you could add templates to shorten the time for creating documents. You could ① Register templates, and only administrators could register, edit, delete templates.

Items which need to be filled are as follows:

  • Template Title
  • Template Description
  • Heading
  • Tag
  • Status: AbleShown when registering notice. DisableNot shown when registering notice.
  • Title
  • Contents

Manage Tag

Tags could be helpful for searching. Tags could be registered by ① Register button, and ② Editing, Deleting is also available. Only administrators could register, edit, delete tags. The most recent registered tag would be viewed first.

Tags are divided as follows:

  • Private: Tags which is used only in the relevant service
  • Common: Tags which is used in the entire service in the organization. When registered, it is registered commonly to all services inside the organization.

You can register tags by selecting classification, entering name and pressing the ③ registration button. Please note that tag names cannot be duplicated, regardless of whether they are private or common.

Register Knowledge

By clicking Registration button in consultation knowledge menu, you could create knowledge document to be shared to agents of the organization.

Items which need to be filled are as follows:

  • Select Template
  • Heading
  • Tag
  • Notice Period: The period which the announcement would be posted. If you set the start date after current creation date, it will be reserved with that date.
  • All Counseling Knowledge: If you check this item, the document would be registered to every service in the organization. Thus private headings and tags would be unable to use.
  • Fixed Top
  • Title
  • Contents

After filling all the items, click ⑨ Register button to register document.

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