This chapter covers the following topics:
InQuira is a complete and intelligent search interface that enables Contact Center agents to quickly and easily find accurate answers to customer inquiries from the Customer Support dashboard. InQuira search capability automatically incorporates customer context, call context, and CRM contextual information in search of answers to customer inquiries.
The answers are more than just mere links to source content; they also include relevant excerpts that have a high probability of answering an inquiry based on their intent.
To search the knowledge base using InQuira, you must set the Knowledge: Search to display for integrating applications profile option to InQuira Search.
You can search for solutions and link them to a service request. Any other agent, who can access the service request can view the linked solutions in the Solutions subtab on the Update Service Request page.
After the profile option is enabled, you can access InQuira Search page from the Service Request window, Service Request tab of the Contact Center or from the Tools1 menu.