FAQ List Access Control
In this guide we will cover: – Access Control on Existing FAQ Lists – Granting Access Control on FAQ Lists – Viewing FAQ Lists Access Control on Existing FAQ Lists Access control has been added to FAQ lists within the Knowledge Base in v2.190.1+. For existing FAQ lists that were created before this version, these […]
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 Associated Administrator Guide: Knowledge Base Related Guides: Knowledge Base This functionality is available as of v2.188+ What are Style Profiles? Style profiles allow you to create a set of style […]
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
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 […]
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 […]
