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| Section | Objectives |
|---|---|
| Knowledge and Answer Management | - Manage knowledge base categories - Set up answer access and visibility - Create and organize answers |
| Staff and Profile Management | - Define permissions and access rights - Configure agent workflows - Create and manage profiles - Set up staff accounts and roles |
| Customer Interaction Tools | - Configure Chat and Co-Browse - Set up feedback and surveys - Manage email and response channels |
| Analytics and Reporting | - Create standard and custom reports - Define report access and sharing - Configure dashboards |
| Site Configuration and Administration | - Passport configurations - Message templates and variables - Search priority and keywords - System settings and configuration |
| Application Appearance | - Create and implement Workspaces - Create Navigation Sets - Configure Customizable Menus - Design Agent Interfaces |
| Customer Portal | - Portal deployment and configuration - Self-service functionality setup - Portal access control |
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