ATG Knowledge is a problem resolution and knowledge management solution that enables agents to find content, capture the customer issue, and trigger authoring and publication when a content gap exists. ATG Knowledge is used both in call centers and help desks.
ATG Knowledge uses the ATG Ticketing framework, which provides you with the ability to record and track customer- and transaction-driven inquiries and events received through call center, order placement, and similar applications. For detailed information on ATG Ticketing, see the ATG Ticketing Guide for Business Users
This chapter includes the following sections:
