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ActivDesk Manual - Chapter 7
  ActivDesk Manual

Index

1. Installation
2. The basics in 20 minutes
3. Administrator Functions
4. Support Tickets
5. The User Manager
6. Template Manager (Customization)
7. The Knowledge Base
8. The End User Interface

7. The Knowledge Base

    7.1 Introduction
    7.2 Adding New Categories
    7.3 How to copy a support ticket to the Knowledge Base
    7.4 How to edit categories
    7.5 How to delete categories
    7.6 How to add Knowledge Base Entries
    7.7 Copying/Deleting/Moving/Editing a Knowledge Base entry
    7.8 Approving comments added by end users of the Knowledge Base
    7.9 How to edit comments posted by end users
    7.10 How to search the knowledge base

 

7.1 Introduction

The knowledge base functionality of ActivDesk enables you to easily build a knowledge base. A knowledge base enables you to add questions with answers that has been previously asked by customers. You can easily copy questions and answers from support tickets to create knowledge base entries. These entries can be edited and managed at any time. The knowledge base entries can also be neatly categorized and presented in a professional manner. The knowledge base also comes with a search engine where all the entries can be searched for a solution to particular problems or questions.

 

7.2 Adding new Categories

To add a new knowledge base category go to the Control Panel >> Knowledge Base >> Add Category

 

7.3 Copying a Support Ticket to the Knowledge Base

Should the question in a Support ticket be relevant to a category in the Knowledge Base, or seems to be a problem many users encounter, you may copy the contents of a ticket to the Knowledge Base. You should find on the bottom of the page when viewing a support ticket, a button with the name 'Copy To Knowledge Base'. Click the button to copy the text of the ticket to a Knowledge Base category most relevant to the question asked. The text of the ticket can be edited before anything is inserted into the Knowledge Base.

 

7.4 Editing Categories

To edit categories go to the Control Panel >> Knowledge Base >> Then click the 'Edit' link next to the category you would like to edit.

 

7.5 Deleting Categories

To delete a category go to the Control Panel >> Knowledge Base >> Then click the 'Delete' link next to the category you would like to delete. Note that all knowledge base entries inside the category that has been chosen to be deleted will be deleted with the category.

 

7.6 Adding Knowledge Base Entries 

To add a new knowledge base entry/listing go to the Control Panel >> Knowledge Base >> Click on a Category >> Then click the 'Add new KB entry' button. Fill in the form with the relevant information.

 

7.7 Copying/Deleting/Moving/Editing a Knowledge Base entry

Should there be a question that is relevant to more than one category, then you may copy the entry to as many categories as needed. Inside the categories, where the questions and answers reside, there are buttons with every listing. You can use these buttons to copy/edit/move or delete a Knowledge Base entry.

 

7.8 Approving Comments added by end users of the Knowledge Base

When viewing a Knowledge Base entry, End Users may post comments about the particular question and answer. These comments won't be available in the Knowledge Base straight away. For the comments of End-Users to be available the staff members will need to approve the comments posted by end users for Knowledge Base entries.

To approve comments made by End Users to Knowledge Base Entries go to the Control Panel >> Knowledge Base >> Look under the table 'Comment Approval'.

 

7.9 Editing Comments Posted by end users

Comments posted by End Users to Knowledge Base entries may be edited when viewing the particular Knowledge Base entry from the Control Panel. A 'Comments' link will be available with Knowledge Base entries. Next the the 'Comments' link there will be a number indicating the number of comments available for the Knowledge Base entry.

 

7.10 Searching the Knowledge Base

On the right hand side at the top of every page in the Control Panel's Knowledge Base section there is a Search button. This button can be clicked at any time to search the Knowledge Base.

 

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