Setting up The Knowledge Base

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.

Contents of Knowledge Base Guides

Create Knowledge Base Articles using files/documents

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.

Knowledge Base Article Feedback

The article provides a comprehensive guide on managing feedback for knowledge base articles. It explains how to enable article ratings and comments, including creating tickets for negative feedback. Key features include allowing article upvotes and downvotes, setting mandatory comment fields for negative feedback, and configuring ticket types for feedback. It also outlines how to track and report feedback using built-in and custom reporting tools, ensuring article improvements based on user interactions and comments.

Knowledge Base Articles in the User Portal

This article provides a comprehensive guide to managing a Knowledge Base in the User Self-Service Portal. It covers enabling the Knowledge Base, tracking user interactions with articles, and setting various restrictions for articles and FAQ lists. Restrictions can include login requirements, geo-location constraints, and organizational access. The guide also details how to customize the visibility of Knowledge Base details for users, ensuring control over what information is shared. This configuration helps administrators deliver tailored experiences and monitor user engagement effectively.

Linking Assets to Knowledge Base Articles

News Articles

Problem/Resolution Finder

The Problem/Resolution Finder is an optimization tool for incident and problem resolution by leveraging historical and current tickets from the database. It suggests related knowledge base articles and similar tickets based on matching criteria such as ticket summary, custom fields, and categories. Agents benefit by receiving suggestions without manually searching the knowledge base. The tool's configuration options allow customization of matching logic and criteria for article and ticket suggestions. It also provides settings for where and how the resolution finder is used within the agent interface and portal.

Reviewing Articles

Searching the Knowledge Base

Style Profiles for Knowledge Base Articles

This article provides a comprehensive guide on using style profiles in a knowledge base to standardize article formatting. Style profiles allow users to apply consistent CSS-based formatting across multiple articles, reducing the need for manual formatting. The guide covers how to create, configure, and assign style profiles to articles and FAQ lists, as well as setting rules and handling multiple profiles. It highlights the use of CSS for styling and the importance of understanding HTML elements when creating articles, whether they are imported from other applications or created manually within the knowledge base.

Using your Knowledge Base

The article provides a guide on using the Knowledge Base, covering navigation, article searching, creation, and updating. It explains enabling the Knowledge Base, locating it in the module, and utilizing features like full-text searching. It details steps for creating articles, including fields like title, description, and resolution. Also covered are updating articles with actions like edit, clone, generate PDF, and send. Bulk editing allows modification of tags and FAQ lists. Instructions for sending article links and details on versioning features are included.