Information requests

Customers may contact the call center asking for information, e.g., when is the concert in the park?. Perform a search of the knowledge base for the requested information. The knowledge base is a database of articles created by supervisors of the call center to help facilitate the information request process.

A knowledge base article can consist of a call script or phone numbers to read to the customer, an external URL link that will answer the request, or a link to another KB article. Consult the article and relay the requested information to the customer. Typically, information requests do not generate work orders. After the requested information is relayed to the customer, the call usually ends. However, if the customer requires any work to be performed after the information request, the call becomes an action request.