Anshu Mishra - 8 months ago
Much neeed feature for the multi-language customer care team. These are the feedback from our agents:
1. Is there a way to set default filters to stick in the Knowledge base component for templates? As once the case is sent and closed, the filters reset (e.g. language filter)
2. It is unefficient to switch the Knowledge base from EN to other languages and back. Since we constantly are handling emails from multiple languages back and forth, I feel like the language shouldn't be a "filter" exactly, but perhaps its own button or drop down around the search bar. Would save a bunch of time instead of having to click the search, go to advanced, change the langage, save, then search for something.
3- It would be great if the AI for the Knowledge component could suggest templates in the language that the language of the incoming email. Right now, this feature only populates suggested articles for English language emails.
Ilaria Giunti - 2 years ago
it is absolutely needed that the article search is multi lingual or at least matching the language of the case, not the default configuration of the user as current configuration. We work in Europe in a multilingual environment and this is definitely a limitation which does not facilitate the use of the knowledge.