Knowledge base

The function of knowledge base is:

• agents can share their knowledge of products and experiences.
• save agents' time to learn, and avoid repeating work
• 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.

On the leftmenu,[Knowledgebase] → [Knowledgebase],open the page,like this:

Change the select on the left top of page,choose the team to save the knowledge for it

As above picture,click 'astercc Knowledge Base' to add the first knowledge category

After finished,click the save button.If save success,it will be shown on the left

Click the knowledge category,like this:

Three picture appear after the knowledge category name,besides

Click ,can save the sub category for current knowledge cagegory

After finished,click save to the sub category,it will be shown on the left under the parent category,like this:

Click to edit the category

Click to delete the category

Click one category,you can click the add knowledge button to save the knowledge for the category

• Knowledge Title : The knowledge name to briefly describe the knowledge
• Knowledge Tag:Add knowledge tag,it will quick search the knowledge.Split multiple tags with spaces.
• Status:The knowledge's status
  • Draft : Just can see the knowledge created by myself,others can not see this knowledge
  • Published : The knowledge can be saw by others who has the privilege of view the knowledge
  • 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.
  • Reject :the knowledge doesn't audit success
• 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

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.

Mouse over the knowledge name,it will change color to blue and two picture button will appear after the knowledge name

Click button,will see

On this page,can update the content of the knowledge

Click one knowledge name,will open a new page to show the knowledge detail

Click will popup a prompt box.If click ok,will delete the knowledge

If want to order the knowledge category or knowledge,can drag one and move it to the appropriate location,like this:

Drag the knowledge category to the appropriate location,then release the left mouse button,it will save the new order

Order the knowledge is the same with the knowledge category

On the right bottom of page show the knowledge base's tag,like :

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.

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

Knowledgebase page can be controlled be the role,can control the account's privilege

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:

Can see the privilege of the knowledege base page

• 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 button after the knowledege name.
• 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
• 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 button and can not order at the same time
• 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
• 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
• 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.