Linking Assets to Knowledge Base Articles
In this guide we will cover: – Ways to link an article to an asset – Create/link a knowledge base article from a ticket Ways to link an Asset to an Article The first way to link an asset to an article is from the article. Edit an article and scroll to the bottom, the […]
Reviewing Articles
In this guide we will cover: – Enabling Article Reviews – Reviewing an Article – Filtering for Articles That Need Review – Notifications for Articles That Need Review – Automated Tickets for Articles That Need Review Article reviews can be used to set a review date for articles, allowing you to edit them on a […]
Article Restrictions
In this guide we will cover: – Restrict FAQ List by User Role – Restricting access to individual articles – Viewing article access – Remove the agents ability to edit articles – Publishing Articles Using Unique Links Restrict FAQ List by User Role FAQ lists can be restricted based on different user roles. The default […]
Providing Access to your Knowledge Base
In this guide we will cover: – Setting Article access in the portal – Setting Article Owners Associated Admin Guides: Knowledge Base Self Service Portal Setting Article access in the portal To allow access to the portal to log tickets, service requests, view service statuses, view knowledge base articles and approve/reject requests without requiring authentication, […]
FAQ Lists in the Knowledge Base
In this guide we will cover: – What are FAQ lists? – Creating New Articles – Configuring FAQ Lists – FAQ Groups – Restrict suggested FAQ lists per ticket type – Force FAQ List Selection on the Portal (v2.184.1+) Associated Admin Guides Knowledge Base What are FAQs? FAQs are a means of categorising different sections […]
Article Drafts
In this guide we will cover: – What are article drafts? – Enabling article drafts – Approving article changes – Publishing Articles Using Unique Links – Article Versions – Drafts in Ticket Templates (v2.176.1+) – Comparing Edited Drafts (v2.186.1+) – Preview Drafts before Publishing (v2.186.1+) Associated Administrator Guide: Knowledge Base What are article drafts? The […]
News Articles
In this guide we will cover: – Enabling and configuring News articles – News Article Drafts – Showing Recently Created Articles on the Self Service Portal – Publishing Articles Using Unique Links Enabling and configuring News articles Within the knowledge base area of Halo you can create news articles. News articles can be limited by […]
An Introduction to the Knowledge Base
In this guide we will cover: – What is the Knowledge Base in Halo? – Viewing, Editing and Adding Articles – Configuring Article Suggestions – Adding Videos to Articles – Cloning Articles – Reporting on Articles – KBs on a Ticket Type Associated Admin Guides: Knowledge Base Ticket Types What is the Knowledge Base in […]
