Using your Knowledge Base
Notes on how to configure and set up your Knowledge Base Related Articles: FAQ lists Problem/Resolution Finder The Knowledge Base The Halo knowledge base functionality is used internally in the system by agents to ensure efficient resolution of common incidents, but it is also used externally by end-users on the self-service portal. This allows end-users […]
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, […]
Article Drafts
This guide outlines how to make use of Article Draft functionality in Halo. The purpose of enabling article drafts is to prevent Agents from directly adding or amending Knowledge Base articles. Instead, a draft version of the article will need to be created & subsequently published. Enabling article drafts can be achieved via Configuration > […]
