Introduction:


The LivePerson Knowledgebase feature allows you to store and manage information about your products (instructions, FAQs and documentation).  This will help your agents to faster and more efficiently answer the visitors' questions.
You can also connect your knowledgebase to your website, allowing your visitors direct access to the information within the knowledgebase.

NOTE: For each item within the knowledgebase you can define whether it can be accessed by your visitors or only by your agents.

The Knowledgebase can contain two types of items:
  • Articles
  • Documents (Microsoft Word, Adobe PDF, or plain text format)
The knowledgebase items are organized by Categories and Products that you need to define before creating the articles.
emptyStringNOTE: An article can only be assigned to one category, but it can be assigned to one or more products.


Instructions:


To set the the look and feel of your knowledgebase page:
  1. Enter the Admin Console

  2. From the left menu click Visitor Experience > Knowledgebase.

  3. Ensure that the button, which appears at the top of the page and indicates whether the knowledge base is enabled, is green. 

  4. Define the requested settings for your knowledgebase by using the three tabs that are displayed at the top of the page:

  • Properties - In this tab you can enable Escalation allowing your visitor to escalate their inquiry to chat or email if the knowledgebase  article answer does not meet their requirements. You may add a chat button or an email link for the escalation and customize your personal add-ons (company logo, links, and more) for the header and footer of the knowledgebase main and inner pages.

  • Resources - Advanced feature

  • Page Types -Advanced feature

To create a category classification for your knowledgebase:
  1. Enter the Admin Console

  2. From the left menu click Content Management > Knowledgebase >  Category tab.

    A page with four tabs ( Browse, Categories, Products, Import/Export) is displayed

  3. Enter the Category tab

  4. Click New Category 

  5. If you already created at least one category, you can create the new category under an existing category, by selecting the parent category from the Parent Category field.

  6. Enter the name of the category into the Name field

  7. Enter a description of the category into the Description field (optional)

  8. Click Update


To create a product classification for your knowledgebase:
  1. Enter the Admin Console.

  2. From the left menu click Content Management > Knowledgebase > Products tab.

  3. Click New Product.

  4. If you already created at least one product, you can create the new product under an existing category,  by selecting the parent product from the Parent Product field.

  5. Enter the name of the product into the Name field.

  6. Enter a description of the product into the Description field (optional).

  7. Click Update.

To upload a document to your knowledgebase:
  1. Enter the Admin Console.

  2. From the left menu click Content Management > Knowledgebase > Browse tab.

  3. Click the category to which you want to assign the new article.

  4. Click Add Document.

  5. Enter the articles Name into the Article Name field.

  6. Add a description of the document that you are going to upload.

  7. In the Status field check the Active radio button  if you want to article to be visible to the knowledgebase users.
    Check the Disabled radio button if you want the article not to be visible to the knowledgebase users.

  8. In the Scope field check the  Public check-box if you want the article to be available for your site visitors.
    Check the InHouse check box if you want the article to be available for only the agents.

  9. Select a language from he drop down list.

  10. Select a category ( it is already selected but you can change it if needed).

  11. Select a Product.

  12. Click Next.

  13.  Click Browse and select an document that you want to upload.

  14. Click Add.

  15. Click Finish.

To add an article to your knowledgebase:
  1. Enter the Admin Console.

  2. From the left menu click Content Management > Knowledgebase > Browse tab.

  3.  Click the category to which you want to assign the new article.

  4. Click Add Question.

  5. Enter the articles Name into the Question field.

  6. Add a short description of the article.

  7. In the Status field check the Active radio button  if you want to article to be visible to the knowledgebase users.
    Check the Disabled radio button if you want the article not to be visible to the knowledgebase users.

  8. In the Scope field check the  Public check-box if you want the article to be available for your site visitors.

  9. Check the InHouse check box if you want the article to be available for only the agents.

  10. Select a language from he drop down list.

  11. Select a category ( it is already selected but you can change it if needed).

  12. Select a Product.

  13. In the Answer field enter the text of the article.

  14. Click Update.

 To connect the knowledgebase to your website:
  1. Enter the Admin Console.

  2. From the left menu click Account Setup > Page Code Builder > Knowledgebastab.
    A Knowledgebase Tag Embedding page is displayed.

  3. Click Copy HTML code  to copy the code, and paste it in your web site.

    Copy the HTML code from the Direct link field, if you want the knowledgebase to be displayed in the current window.

    Copy the HTML code from the Pop-Up Window field, if you want the knowledgebase to be displayed in a new window.