External Content Portal Add a link to any source of information that may help technicians do their job, such as a Knowledge Base, documentation, or other valuable support material. Technicians will see a link added to the menu in the upper-left corner of the Technician Console interface.
Integrated Content Portal Administrators can set a URL that technicians can open within the Technician Console.
How to Manage Predefined Replies and URLs An Administrator with a technician license can create a set of standard replies and URLs and then export them to an XML file. Technicians in the Administrators' organization will then be able to import the replies and URLs into their own Technician Console.