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Associating a coaching tip with a knowledge article

Updated on July 14, 2020

Managers can associate a Knowledge Management article with a coaching tip in an individual service case.

Important: Only managers with admin credentials can configure coaching tips and associate them with knowledge articles.
To configure a coaching tip, perform the following steps:
  1. Log in to the Interaction Portal.
  2. Accept an incoming chat request.
  3. To open a task that you want to update, click Add Task.
    For example: Change Address
  4. Click the Other actions icon, and then click Configuration tools.
  5. On the Configuration tools dialog, click the Coaching tips tab.
  6. On the Coaching tips tab, do one of the following:
    • To create a new coaching tip, click Add new.
    • To edit an existing coaching tip, scroll down to the coaching tip, and then make the necessary changes.
  7. In the Coaching tip name field, enter a name for the coaching tip.
    For example: Handling account address changes
  8. In the Coaching tip description field, enter a description for the coaching tip to display to the CSR.
    For example: It's important for customers to keep their account addresses up to date.
  9. To supplement the coaching tip with a knowledge article, select the article from the KM article list.
    Note: You can only add one knowledge article per coaching tip. The name of the article appears next to the coaching tip, including the URL to the article.
  10. To assign the coaching tip to selected CSRs or workgroups, click the Assigned to list.
  11. In the Name field, select or enter the names of the users or workgroups.
  12. To select the earliest date to display the coaching tip, click the From field and select a date.
  13. To select the last date to display the tip, click the To field and select the date.
  14. To display the coaching tip in the Messages & coaching widget to selected users or workgroups, select the Display in messages & coaching widget check box.
    Note: The coaching tip appears in the Messages & coaching widget for only the selected CSRs, or those who are a part of the selected workgroup.
  15. Click Save.
  16. Optional: To add more coaching tips for the same service case or interaction flow, click Add new, and then repeat steps 7 to 14.
  • Previous topic Using knowledge articles during the live chat
  • Next topic Displaying knowledge articles for a service case

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