C4c how to use library for the Q&A contents

[stevendai]

hi guys,

currently , we had some text Q&A contents, we want to use library or other way to import these to improve ticket processing efficiency when agents handling tickets. how should we do ?

[Juliuspereira · Accepted solution]

Hello Steven,

There are a couple of options.

1. Library

I think this blog explains the functionality of the library pretty well

https://blogs.sap.com/2021/03/22/new-library-functionalities-in-sap-cloud-for-customer/

2. You can create the Q&A content and upload it under Company-Specific Help section, under the help menu option in C4C

3. SAP C4C has an integration with Mindtouch for Knowledge base. You could maintain the Q&A in Mindtouch and then based on content in the email / tickets, it would automatically search the Knowledge base in Mindtouch for answers etc. You need to have Mindtouch licenses for this option.

Julius

[stevendai · Accepted solution]

Hi Julius,

thanks for you answer, i would like to know whether we need purchase an additional license if we want to intergration with any knowledge base?

[Juliuspereira · Accepted solution]

I don't believe you need licenses from a C4C perspective to integrate with any knowledge base. However, you may probably need licenses from the knowledge base provider itself and you will also have to build the custom integrations between C4C and the knowledge base. Its doable with some effort. The integration with Mindtouch is out of the box with a little coordination with Mindtouch.

Julius

[stevendai · Accepted solution]

Thanks for your information. I will check that.