module 02 the knowledge base 1 - filex.percepta.comfilex.percepta.com/public/mb care/knowledge...
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M O D U L E 0 2 The Knowledge Base 1
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During this lesson, you will learn how to use the Knowledge Base as a daily reference tool. Topics include: • Knowledge Base Characteristics • Knowledge Base Benefits • Knowledge Base Login and Bookmarking
M O D U L E 0 2 O V E R V I E W
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By the end of this lesson, you will be able to: • Access & log on to the Knowledge Base
• Utilize the Knowledge Base navigation links and icons
• Describe what information can be found in the
Knowledge Base
• Perform program and global searches to locate mbrace product information and processes
M O D U L E 0 2 O B J E C T I V E S
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K N O W L E D G E B A S E ( K B ) A collection of the most accurate and up-to-date content and articles for products, workflows, and troubleshooting.
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K N O W L E D G E B A S E B E N E F I T S
• Increases your knowledge and skills to provide a better Subscriber experience
• Assists you in answering subscriber questions accurately, quickly, and professionally
• Provides instructions for processes and procedures for rarely requested services and features
• Keeps you informed of the latest program changes and updates
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KB access
https://vzt-kb.vtitel.com
Note: Credentials are the same as Genesys.
K N O W L E D G E B A S E A C C E S S
Link to KB 8
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A D D T H E K N O W L E D G E B A S E T O I N T E R N E T E X P L O R E R F A V O R I T E S
Follow these steps to successfully add the Knowledge Base (KB) URL to your browser’s Favorites (Bookmark) • Make sure you’re on the home page with the KB logo
at the top left.
• Create a bookmark in your internet browser from this page.
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L E A R N T H E K N OW L E D G E B A S E Access the KB Training lesson in Skilljar
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D E B R I E F
As a specialist, describe how the Knowledge Base (KB) benefits both you and mbrace Subscribers.
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SCAVENGER HUNT
T H E K N OW L E D G E B A S E
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Now that you have completed this less, you should be able to • Access & log on to the Knowledge Base
• Utilize the Knowledge Base navigation links and icons
• Describe what information can be found in the
Knowledge Base
• Perform program and global searches to locate product information and processes
M O D U L E 0 3 S U M M A R Y
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N E S T I N G P H A S E 1
EVENT 03
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N E S T I N G D E B R I E F
• What call types did you observe?
• Based on the reason for the customer’s call, where did the
specialist go in Siebel?
• What call handling skills did the specialist use while pulling up
information in Siebel?
• Which Siebel tabs were accessed the most during your
observation(s)?
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