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 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 guide will cover the […]

Problem/Resolution Finder

How the Problem/Resolution Finder works and how to use it. Related Articles: Using the Knowledge Base Problem Resolution Incident Resolution A key part of the knowledge base and incident or problem resolution practices is using previous and related cases to resolve any current problems or Incidents.  This is where the resolution finder comes into play, […]

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: – How to enable article reviews  Article Reviews can be used to set a review date for articles, an automated ticket can then be created based on this date to remind agents to review articles. This ensure all your articles remain up to date.  The Reviewing of articles can […]

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 […]