Create knowledge base articles to reference when assisting customers. Knowledge base articles can contain instructions for call center employees, links to websites, or separate documents for the customer.
To create knowledge base articles:
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Select Operations > Call Center > Knowledge Base Articles.
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Click New Record.
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Specify this information:
Organization - Specify the organization.
Knowledge Base Article - Specify a unique code to identify the article, and then enter a title for the article in the adjacent field.
If AUTOKBNUM=YES the KB article is assigned a number. Contact your system administrator
for more information.
Language - Select the language for the article text and information.
Status - Select the status for the article.
Articles with an Obsolete status are not displayed during a knowledge base article
search.
Department - Specify the department with which to associate the article.
Provider - Specify the provider with which to associate the article.
Service Category - Specify the service category with which to associate the article.
Service Problem Code - Specify a service problem code with which to associate the article. The system automatically populates Service Problem Code Org.
Department, Provider, Service Category, and Service Problem Code are copied to the customer request when the article is selected from the knowledge
base.
Keywords - Specify words that identify the article when performing KB searches.
Remarks - Enter remarks about the article.
Article Text - Enter the body text of the article. Within Article Text you can link documents, other knowledge base articles, and external web pages to the knowledge base article you are creating with the HTML Editor. Click Hyperlink to link a document, knowledge base article, or web address.
Copy and paste from existing documents to save time.
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Click Save Record.