Enable Search for "Articles by CI" & "Articles by CI/Type" in the Knowledge TAB within the "Service Window"

Currently there is "Info" available to the officer based on 3 critereas only: 1. Articles By Type, 2. Articles by Serice & 3. Articles by Type/Service. Having by CI will enable effective call logging and resolution & reduce handle time as well as improve the customer experience.

  • Nemir Raffoul
  • Apr 11 2017
  • Reviewed by Alemba Product Manager
vFire v9
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  • Mark Nolte commented
    April 11, 2017 02:14

    Great idea - not having this functionality means that there are more steps (clicks) involved in finding relevant KB articles.

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