Documentation

Knowledge base

Author: Łukasz Strumiński

Created: Jun 24. Updated: Sep 16.

The Knowledge base is designed to collect information on processes and procedures related to the operational performance of the Customer Service. It allows you to browse these resources to search for specific data. It should cover all aspects related to the product or service that the Customer Service Department supports.

To use this module, select the Knowledge base section in the left navigation menu.

To add a new catalog, click the button

Next, you will be asked to provide a name for the Catalog in question, along with selecting a cover and the language in which the knowledge base will be maintained:

After entering the necessary data, click in order to add the given directory.

The added catalog will appear in the list of knowledge bases - by clicking we can go to edit it or delete it.

After selecting a particular directory, we can start the process of adding categories in which the articles will be located. To do this, we click on .

In order to add a category, it is necessary to provide a name and, if necessary, a description, which will be used by agents to select the appropriate search topic.

The added category will appear in the list, as in the case of directories clicking on will give the option to delete or edit the category.

In the case of a large number of directories, it may be useful to use the search engine for such directories, which is located on the right side of the module:

Clicking on the previously added directory will give us the ability to add articles via the button .

Below is the article creator:

The name field is for the title of the article we will be adding.

Below this section we have a menu related to text editing, which includes such functions as:

• bold font,
• italics,
• strikethrough text,
• horizontal line,
• header size,
• code marking
• code block,
• numbered list,
• bulleted list,
• text citation,
• inserting links,
• adding an attachment,
• inserting images.

An example of the use of the above tools:

Within the text editor, we can set the Editor, Breakdown and Preview modes.

After entering the content of the article to add it, click .

The added article will appear in the list, clicking on will give the option to delete or edit the article.

People who review an article have the opportunity to evaluate its usefulness:

By clicking on we have the possibility to check the history of changes of a given article.

If you have a large number of articles, it may be useful to use the search engine for such articles, which is located on the right side of the module: