Knowledge Base
7 guides
An Introduction to the Knowledge Base
This article serves as a comprehensive guide to the Knowledge Base in Halo, detailing its purpose for internal and external use, including viewing, editing, and adding articles. It covers configuring article suggestions based on past incidents, adding videos for enhanced engagement, and the cloning of articles for easy duplication. It also touches on reporting functionalities, managing knowledge bases on ticket types, and displaying articles on a self-service portal. The article aims to enhance problem-solving efficiency by empowering users to resolve issues independently.
Article Drafts and Versions
The article guide provides a comprehensive overview of managing article drafts within a knowledge base. It emphasizes the importance of drafts, preventing direct amendments to articles by agents. The guide covers enabling drafts, approving changes, and publishing articles using unique links. It describes how to manage article versions, use drafts in ticket templates, and outlines the approval process including linking article owners. The guide also discusses previewing drafts before publishing and preventing multiple drafts for a single article.
Article Restrictions - Users
This guide explains how to manage article access restrictions in a knowledge base. It covers restricting FAQ lists and individual articles by user roles, customers, and geo-location. It also discusses how to view article access, manage agent permission levels, disable article editing for agents, and publish articles with unique links. Geo-location and role-based access configurations ensure content is available to specific users, while permissions can be customized per agent. The guide highlights the ability to create unique permalinks for articles, enhancing controlled sharing without requiring user login.
FAQ Lists in the Knowledge Base
This article provides a comprehensive guide to creating and configuring FAQ lists within a knowledge base to enhance user experience. It explains the process of creating new articles, configuring FAQ lists, and using FAQ groups for organization. The guide covers how to restrict FAQ list suggestions based on ticket types, make FAQ list selection mandatory, and manage permissions for viewing FAQ lists. It also discusses how to sequence FAQ lists, add descriptions, and link to specific FAQ lists using updated configurations.
Linking Assets to Knowledge Base Articles
News Articles
Reviewing Articles