M O D U L E 0 2 The Knowledge Base 1

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.

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

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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