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--- en:module_manual:knowledgebase:knowledgebase [2013/06/25 06:59]
shixb created
+++ en:module_manual:knowledgebase:knowledgebase [2017/12/12 03:05] (current)
@@ Line 1: / Line 1: @@
-====== 知识库 ======
+====== Knowledge base======
-===== 知识库的作用 =====
+===== The function of knowledge base =====
-呼叫中心常遇到这样的问题:
-  * “专家”的知识和经验只集中在个人层面，无法实现坐席间的共享
-  * 客户的问题千奇百怪，并且希望立即得到答复
-  * 产品更新快，流程多而繁，工作人员短时间难以掌握
-  * 坐席承受着巨大的工作和学习压力，满意度低
-  * 人员流动快，知识流失，得不到积累
-使用知识库可以为企业
+The function of knowledge base is:
-  * 为客户提供专业的服务，提高客户满意度
+  * agents can share their knowledge of products and experiences.
-  * 有效的管理坐席的工作经验，实现相互间的共享 避免流失
+  * save agents' time to learn, and avoid repeating work
-  * 避免重复的工作，提高工作效率
+  * reduce the pressure of agents
+  * the turnover of this industry is fast, new agents can handle the knowledge easier.
+  * increase the satisfaction of the employer company.
-===== 添加知识类别和知识 =====
+===== Add Knowledge Category And Knowledge =====
-左侧列表 【知识库】 -> 【知识库】 打开知识库页面 如下
+On the leftmenu,[Knowledgebase] -> [Knowledgebase],open the page,like this:
 {{:en:module_manual:knowledgebase:knowledge_page.jpg?768|Knowledgebase Page}}
-选择页面左上角的下拉框，选择相应的团队，为该团队建立知识库信息
+Change the select on the left top of page,choose the team to save the knowledge for it
-如上图中，点击左上角 “astercc 知识库” 文字，添加第一个知识类别
+As above picture,click 'astercc Knowledge Base' to add the first knowledge category
 {{:en:module_manual:knowledgebase:knowledge_category_add.jpg?768|Add Knowledgebase Category}}
-填写完毕知识类别信息后，点击保存按钮，保存成功后，会在左侧列表上显示一级知识类别
+After finished,click the save button.If save success,it will be shown on the left
 {{:en:module_manual:knowledgebase:knowledge_category_add_success.jpg?768|Knowledgebase Category Add Success}}
-<note tip>如果需要添加多个一级知识类别，请点击 “**** 知识库”打开添加</note>
+<note tip>If you want to add more the same level knowledge category,please click '**** Knowledge Base' to add</note>
-点击建立的知识类别，如下图
+Click the knowledge category,like this:
 {{:en:module_manual:knowledgebase:knowledge_category_click.jpg?768|Choose Knowledgebase Category}}
-可以看到该类别名称后面出现三个 图片按钮，包括 {{:en:module_manual:knowledgebase:knowledge_add_button.jpg|Add Button}} {{:en:module_manual:knowledgebase:knowledge_edit_button.jpg|Edit Button}} {{:en:module_manual:knowledgebase:knowledge_delete_button.jpg|Delete Button}}
+Three picture appear after the knowledge category name,besides {{:en:module_manual:knowledgebase:knowledge_add_button.jpg|Add Button}} {{:en:module_manual:knowledgebase:knowledge_edit_button.jpg|Edit Button}} {{:en:module_manual:knowledgebase:knowledge_delete_button.jpg|Delete Button}}
-点击 {{:en:module_manual:knowledgebase:knowledge_add_button.jpg|Add Button}} 可以为选中的知识类别 添加子类别
+Click {{:en:module_manual:knowledgebase:knowledge_add_button.jpg|Add Button}} ,can save the sub category for current knowledge cagegory
 {{:en:module_manual:knowledgebase:knowledge_add_sub_category.jpg?768|Add Sub Knowledgebase Category}}
-填写完毕子类别信息后,点击保存,就会生成一个子类别,会在页面左侧的知识类别列表显示出来,如下图
+After finished,click save to the sub category,it will be shown on the left under the parent category,like this:
 {{:en:module_manual:knowledgebase:knowledge_sub_category.jpg|Add Sub Knowledgebase Category Success}}
-点击 {{:en:module_manual:knowledgebase:knowledge_edit_button.jpg|Edit Button}} 可以对选中的知识类别进行编辑
+Click {{:en:module_manual:knowledgebase:knowledge_edit_button.jpg|Edit Button}} to edit the category
 {{:en:module_manual:knowledgebase:knowledge_edit_category.jpg?768|Edit Knowledgebase Category}}
-点击 {{:en:module_manual:knowledgebase:knowledge_delete_button.jpg|Delete Button}} 可以对选中的知识类别进行编辑
+Click {{:en:module_manual:knowledgebase:knowledge_delete_button.jpg|Delete Button}} to delete the category
 {{:en:module_manual:knowledgebase:knowledge_delete_category.jpg?768|Delete Knowledgebase Category}}
-点击左侧列表中的具体某个知识类别，可以在页面右侧点击 添加知识按钮为该类别增加知识
+Click one category,you can click the add knowledge button to save the knowledge for the category
 {{:en:module_manual:knowledgebase:knowledge_add_knowledge.jpg?768|Add Knowledge}}
-  *知识名称 : 用于标识出当前知识的简要作用
+  *Knowledge Title : The knowledge name to briefly describe the knowledge
-  *知识标签 ：添加当前知识的标签，可以用于快捷的搜索出 所属的知识
+  *Knowledge Tag:Add knowledge tag,it will quick search the knowledge.Split multiple tags with spaces.
-  *状态 : 当前知识的状态,分为 草稿 和 发布,
+  *Status:The knowledge's status
-    * 草稿 : 只有自己创建的才可以看到,其他任何人看不到该状态的知识
+    * Draft : Just can see the knowledge created by myself,others can not see this knowledge
-    * 发布 : 表示当前知识共享出去,只要可以查看知识信息的人,就可以看到该知识
+    * Published : The knowledge can be saw by others who has the privilege of view the knowledge
-  *上传文件 : 上传一些附件之类的文件,其他人可以下载这个问题,查看创建者共享的文件信息
+    * Pending Approval : The current dosesn't have the release privilege,when create the knowledge,it's not really published.It need to be audit by the account which has the release privilege.If audit success,the privilege will be published.
-  *显示内容 : 可以填写一些带有 格式化的文字,在查看知识的页面上可以更清晰的看到内容
+    * Reject :the knowledge doesn't audit success
-  *文本内容 : 与知识内容相同,只不过没有文字特殊处理.在此参数值中进行搜索要匹配的搜索值,显示符合的知识
+  *Upload File : upload some file,so others can download the file and view the message
+  *Display Content : can fill some formatted text,so the content will be shown clearly
+  *Text Content : the same with the `Display Content`,but it doesn't have layout format.When you need to search the knowledge,it will be use this field to search
-填写知识信息完毕后,点击添加页面上的保存按钮,保存成功后,就会在左侧列表显示出当前添加的知识名称.并且会在新弹出一个页面,显示该知识的信息
+After finished,click the [Save] button to save the knowledge.If save success,it will be shown on the right and open a new page to show the detail of the knowledge at the same time.
 {{:en:module_manual:knowledgebase:knowledge_add_knowledge_success.jpg?768|Add Knowledge Success}}
@@ Line 74: / Line 70: @@
 {{:en:module_manual:knowledgebase:knowledge_knowledge_view.jpg?768|View Knowledge Success}}
-将鼠标放到右侧列表的知识名称上面,知识名称会变成蓝色,并且名称后面出现两个按钮 {{:en:module_manual:knowledgebase:knowledge_edit_button.jpg|Edit Button}} {{:en:module_manual:knowledgebase:knowledge_delete_button.jpg|Delete Button}}
+Mouse over the knowledge name,it will change color to blue and two picture button will appear after the knowledge name {{:en:module_manual:knowledgebase:knowledge_edit_button.jpg|Edit Button}} {{:en:module_manual:knowledgebase:knowledge_delete_button.jpg|Delete Button}}
-点击 {{:en:module_manual:knowledgebase:knowledge_edit_button.jpg|Edit Button}} 按钮,会看到
+Click {{:en:module_manual:knowledgebase:knowledge_edit_button.jpg|Edit Button}} button,will see
 {{:en:module_manual:knowledgebase:knowledge_knowledge_edit.jpg|Edit Knowledge}}
-在此页面,可以修改知识的相关信息
+On this page,can update the content of the knowledge
-点击具体的知识名称,会新弹出一个页面 显示该知识的详细信息,与添加新知识后,弹出的页面一样
+Click one knowledge name,will open a new page to show the knowledge detail
-点击 {{:en:module_manual:knowledgebase:knowledge_delete_button.jpg|Delete Button}} 会弹出一个提示踢,如果点击提示框上的确定按钮,就会把知识删除掉
+Click {{:en:module_manual:knowledgebase:knowledge_delete_button.jpg|Delete Button}} will popup a prompt box.If click ok,will delete the knowledge
 {{:en:module_manual:knowledgebase:knowledge_knowledge_delete.jpg|Delete Knowledge}}
-如果觉得已经建立的知识类别的顺序有问题或者某个知识类别所属的知识类别有问题,可以通过拖动左侧列表里相应的知识类别,将其移动到合理的位置,如下图
+If want to order the knowledge category or knowledge,can drag one and move it to the appropriate location,like this:
 {{:en:module_manual:knowledgebase:knowledge_category_order.jpg|Knowledge Category Order}}
-将知识类别拖动到指定未知后,就可以松开鼠标左键,那么该知识类别就会保存到期望位置,并保存该顺序
+Drag the knowledge category to the appropriate location,then release the left mouse button,it will save the new order
-如果觉得某个知识类别下的知识的顺序有问题,可以通过拖拽 具体某个知识名称 进行移动,将其移动到指定位置,然后点击 保存顺序 按钮,就会保存当前知识的顺序
+Order the knowledge is the same with the knowledge category
 {{:en:module_manual:knowledgebase:knowledge_knowledge_orderpage.jpg|Knowledge Order}}
-===== 搜索知识 =====
+===== Search Knowledge =====
-页面的右侧列表的下部,会显示当前知识库的知识标签,如下图
+On the right bottom of page show the knowledge base's tag,like :
-{{:en:module_manual:knowledgebase:knowledge_tag.jpg|Knowledge Tag}}
+{{:en:module_manual:knowledgebase:knowledge_tag.jpg?768|Knowledge Tag}}
-可以点击具体的某个标签，在页面中部的搜索知识的地方，会显示与点击的知识标签相关的知识，相当于一个搜索知识的快捷方式
+Click one tag,will search and show the knowledge related with the tag on the middle top of page.The tag will qucik to help you search the knowledge.
-也可以在搜索知识处，输入信息，查找符合搜索条件的知识，搜索结果会在搜索框下面，以列表的形式显示出来
+And you can search the knowledge by the search box.Fill in the message,then click search,then will show the knowledge matched with the search message,displayed in the list
 {{:en:module_manual:knowledgebase:knowledge_search.jpg|Knowledge Search}}
-===== 知识页面的权限控制 =====
+===== Control the knowledge page by the role =====
-知识库页面可以通过角色的权限进行控制，控制每个帐号查看该页面的权限
+Knowledgebase page can be controlled be the role,can control the account's privilege
-打开 【账户和权限管理】-> 【角色管理】 页面，新建或者编辑一个角色，点击页面上的 **权限控制** 按钮，打开权限设置页面，找到知识库。如下
+Open [User] --> [Role] page,to create or edit one role,click the [Privileges Setting] button to open the privilege setting page,find the Knowledege Base page,like:
-{{:zh:模块使用说明:知识库:角色权限控制页面.jpg?|角色控制}}
 {{:en:module_manual:knowledgebase:knowledge_role.jpg|Controll Knowledge By Role}}
-可以看到知识库拥有以下权限
+Can see the privilege of the knowledege base page
-  * 添加知识类别 : 控制当前角色是否有添加新知识类别的权限，如果未勾选，无法添加知识类别，点击具体某个知识类别，在知识类别名称后面，将不会出现 {{:en:module_manual:knowledgebase:knowledge_add_button.jpg|Add Button}} 按钮
+  * Add Categories : whether the role will have the priviledge to add knowledge category.If not checked,can not add knowledege category,and click one knowledge category,can not see the {{:en:module_manual:knowledgebase:knowledge_add_button.jpg|Add Button}} button after the knowledege name.
-  * 添加知识 : 控制当前角色是否有添加新知识的权限，如果未勾选，右侧列表将不会出现添加按钮
+  * Add Knowledges : whether the role will have the priviledge to add knowledge.If not checked,can not see the add knowledge button on the right
-  * 编辑 : 控制当前角色是否有编辑 知识类别或知识的权限，如果未勾选，点击知识类别名称 或 知识名称，名称后面，将不会出现 {{:en:module_manual:knowledgebase:knowledge_edit_button.jpg|Edit Button}}，同时无法对 知识类别 或 知识进行排序的功能
+  * Edit : whether the role will have the priviledge to edit the knowledge category or knowledge.If not checked,click the knowledge category or knowledge,will not see the {{:en:module_manual:knowledgebase:knowledge_edit_button.jpg|Edit Button}} button and can not order at the same time
-  * 查看 : 控制角色是否可以查看知识库页面，如果未勾选，将会在左侧列表看到知识库页面
+  * View : whether the role will have the priviledge to view the page.If not checked, the role's account will not see the knowledegebase page
-  * 删除 : 控制当前角色是否有删除 知识类别 或 知识 的权限，如果未勾选，无法进行删除操作，点击具体某个 知识类别 或 知识，在名称后面，将不会出现 {{:en:module_manual:knowledgebase:knowledge_delete_button.jpg|Delete Button}} 按钮
+  * Delete : whether the role will have the priviledge to delete knowledege category or knowledge.If not checked,can not delete the knowledge category or knowledge,can not see the {{:en:module_manual:knowledgebase:knowledge_delete_button.jpg|Delete Button}}
-  * 发布 : 控制当前角色是否有发布新建的知识的权限，只有被发布的知识，才会在坐席间进行共享查看。如果未勾选，添加的知识，选择发布，只能进入待审核状态，需要有发布权限的用户审核后，点击发布按钮，才会发布成功。拥有发布权限的帐号，可以查看到系统中待审核的知识，可以对其进行审核和发布
+  * Release : whether the role will have the priviledge to publish the knowledege.Just the account's role have this privilege will publish the knowledege and audit others' knowledge which the status is `Pending Approval`.The published knowledege just can be used by each other,if not check this privilege,when you add a new knowledge and choose status to publish,then it will be needed to audit.

en/module_manual/knowledgebase/knowledgebase.1372143567.txt.gz · Last modified: 2017/12/12 03:11 (external edit)

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