document search and knowledge search

[Former Member]

Hi All,

I have seen two work centres on interaction center:

document search and knowledge serach.

what is the difference between the two.

how can we configure the same.

please provide some docs.

Thanks,

Priya

[former_member187490 · Accepted solution]

Hello Priya,

Knowledge Search is used to search for solutions to problems using the Software Agent Framework (SAF) to search against the Solution Database (SDB) or other knowledge repositories that you configure (such as Case Management or Service Tickets).

The Document Search is for searching for related documents that might be linked to the confirmed account using Content Management.

You can find detailed information and configuration instructions in the online help.

Warm regards,

John

[Former Member · Accepted solution]

Thanks john