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 […]
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
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 […]
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 – Linking to an FAQ List (v2.208.1+) Admin Guides: Knowledge Base What are FAQs? FAQs are a […]
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 […]