Knowledge Base

Frequently, users are confronted with similar problems, which can be solved quickly by simple explanations. This is where the knowledge base comes into play and provides an overview of the solutions to the most important problems and inquiries to the support.

Overview

The overview of the knowledge base contains the articles with answers to the most frequently asked questions. You can search for specific problems by keywords, or select the category of articles. Optionally it is also possible to display items that were not written for the own language. For users with the permission to edit articles, the articles still being edited can be filtered.

Special Case 'Deleted Category'

If a category was deleted, articles with this category will only be available to users with the permission to edit articles. In the list "All Categories" you will then see a separate entry to filter by the deleted category.

Employees with the permission to edit articles can pin them. Pinned articles get an extra column in the overview and are always first in the search results. Frequently needed solutions should be pinned so that the user can quickly find them when they enter the knowledge base.

Favorite Articles

Each user can declare articles by themselves as a favorite. These articles get an extra column in the overview and will have a top position in the search results. Favored articles allow users to select solutions for themselves and to find them later quickly.

Search Results

In the knowledge base, specific problems or solutions can be looked for. The keywords in the search field refine and reduce the search result. With the keyword Publishing: the articles can be filtered by a certain publishing level. The desired level must be specified after the keyword, for example: Publishing:Supporter. All matching articles are sorted by relevance and grouped by category. The articles can be expanded for a quick look and opened in a new window.

Publishing

There are 4 levels how articles can be published.

  • Public: These articles are visible to all users.
  • Location/Customer: Articles of this publishing level are given a Location/Customer entry for which the publication applies. Any user who is a member of this Location/Customer can access the article or have access to the permission to view all articles published to Location/Customer.
  • Supporter: Only users with the permissions for articles of this level have access.
  • Work in progress: Any user who can edit articles will see these articles.

Languages

Articles in the knowledge base are written for a specified language. Depending on the user's own language, only the appropriate articles or articles of all languages are displayed. Switching the language, if articles exist for several languages, is possible in the search field.

Feedback

Users can give their feedback on articles by deciding whether an article was helpful or not. Other users can quickly see how helpful the information is.

Download Article as PDF

If solutions from the knowledge base are needed offline, they can be downloaded as a PDF and forwarded if necessary.

Convert Tickets to Articles

In the supporter client, every user with the permission to access the knowledge base has the possibility to convert tickets to knowledge base articles. The contents of the currently open ticket are extracted and prepared for editing the article. In addition the attachments and category of the ticket are copied too.