Providing Access to your Knowledge Base
In this guide we will cover: – Setting Article access in the portal – Setting Article Owners 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, then […]
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 – FAQ Lists on the Portal – Sending Article Links Admin Guides: Knowledge Base Related Guides: An Introduction to the Knowledge Base What are FAQ […]
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 – Comparing Edited Drafts – Preview Drafts before Publishing – Preventing Multiple Article Drafts Admin Guides: Knowledge Base What are Article Drafts? […]
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? – Viewing, Editing and Adding Articles – Configuring Article Suggestions – Adding Videos to Articles – Cloning Articles – Reporting on Articles – KBs on a Ticket Type – KBs on the Self-Service Portal Admin Guides: Knowledge Base Ticket Types Related Guides: FAQ […]
Document Management for Customers, Sites and Users
In this guide we will cover: – How documents can be managed under customer, site and user profiles – Additional Functionality Document Versions Have users upload documents in the portal Note: This differs to managing documents within the documents module, this guide below requires configuring the document management module. For information on this see our […]
SharePoint Integration
In this guide we will cover: – What is the SharePoint Integration? – Enabling the SharePoint Module – Connecting SharePoint – Configuring Mappings – Using the Integration Admin Guides: Document Management Related Guides: Document Management Area Document Management for Customers, Sites and Users What is the SharePoint Integration? The SharePoint Integration allows documents to be […]
Document Management Area
In this guide we will cover: – Turning on and Configuring the Module – Agent Permissions – Documents Area – Folder Access Control Turning on and Configuring the Module Halo has a dedicated area for document management. Here you can create folders, upload new documents, and manage versions of documents. First head into Configuration and […]