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Creating a Q&A Database

Creating a Q&A Database
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I am competent with most things computer wise but have never delved into the Access world and to be honest, I'm not 100% sure the answer will even be Access as I have only been told this program will be suitable. But. I shall pose my query anyway.

I work in a call centre in England and am trying to create a Q&A Database. I have tried looking online but can't seem to find what I am looking for.

The idea is - I want the agents in the call centre to be able to type key words or phrases in and answers will be presented. Simple concept really but can't seem to manage it.
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1.Eliminate funding for Web Q&A on the city website.
2. Eliminate the citizen and visitor tracking software that is interfaced with the INFO database.  This software is used  for questions and inquiries for city services. With the upgrades to the city's new website, Web Q&A is no longer a compatable tool.

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