Create Knowledge Base Articles using files/documents
In this guide we will cover: – Enable Document Based Knowledge Articles – Create Document based Knowledge Articles – Searching on Document Articles – Updating Document Articles Functionality outlined in this guide is available as of v2.218+. Knowledge base articles in Halo can be created by uploading a document/file to the knowledge base. The contents […]
Knowledge Base Article Feedback
In this guide we will cover: – What is Article Feedback? – Allowing Article Ratings – Enabling the Comments Box – Using a Ticket Type to Receive Feedback – Tracking Feedback What is Article Feedback? Article Feedback can be left by either Agents or Users on an Article through an upvote/downvote system, alongside the option […]
FAQ List Access Control
In this guide we will cover: – What is Access Control? – Access Control on Existing FAQ Lists – Granting Access Control on FAQ Lists – Viewing FAQ Lists Related Guides: Access Control What is Access Control? Access control is a method of administrator agents allowing non-administrator agents the ability to view, or view and […]
Style Profiles for Knowledge Base Articles
In this guide we will cover: – What are Style Profiles? – How to Create Style Profiles – Assigning Style Profiles to Articles – Creating Style profiles- Worked examples Admin Guides: Knowledge Base Related Guides: Knowledge Base What are Style Profiles? Style profiles allow you to create a set of style or formatting, and have […]
Knowledge Base Articles in the User Portal
In this guide we will cover: – Enabling the Knowledge Base Area – Showing User Article Views – Setting Article Restrictions – Setting FAQ Restrictions – Showing/Hiding Article Details – Pin the FAQ list to the page – Allow Users to leave feedback on Articles Enabling the Knowledge Base Area First, the knowledge base area […]
Knowledge Base
In this guide we will cover: – What is the Knowledge Base? – Viewing, Editing and Adding Articles – Adding Videos to Articles – Cloning Articles – Reporting on Articles – Access Control Admin Guides: Knowledge Base Related Guides: Access Control Article Drafts Problem/Resolution Finder Report Online Repository What is the Knowledge Base? The knowledge […]
Using your Knowledge Base
In this guide we will cover: – Navigating to the Knowledge Base – Searching for Articles – Creating an Article – Updating Articles – Sending Article Links Admin Guides: Knowledge Base Related Guides Article Drafts FAQ Lists in the Knowledge Base Knowledge Base Articles in the User Portal Providing Access to your Knowledge Base This […]
Problem/Resolution Finder
In this guide we will cover: – What is the problem/resolution finder? – Using the Resolution Finder – The Logic behind the Problem/resolution finder – Configuring the Resolution finder What is the problem/resolution finder? To optimise incident and problem resolution, similar previous and related cases (tickets) can be used to assist agents in resolving current […]
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 […]