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Answer and Knowledge Base customization

Received Response
edited Jul 6, 2017 5:19PM in General Functional Discussions 2 comments


Hi experts,

I have a requerimient of modeling Knowledge Base in ORN to attend different channels (eMail, Chat, etc) for different countries.
We will only have one interface, so the countries will share location and timezone.

Nowadays, CSR attending these channels, use their own knowledge base, and the idea is migrate those KB to ORN's KB.

I want to understand if it is possible customize Knowledge Base, so that the Answers can be associated to a country and a channel, to use those attributes as filtering options for Answer searchings.
If not, which is the best way to map this requeriment?

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