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====== 知识库 ====== ===== 知识库的作用 ===== 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 * 为客户提供专业的服务，提高客户满意度 * 有效的管理坐席的工作经验，实现相互间的共享 避免流失 * 避免重复的工作，提高工作效率 ===== Add Knowledge Category And Knowledge ===== On the leftmenu,[Knowledgebase] -> [Knowledgebase],open the page,like this: {{:en:module_manual:knowledgebase:knowledge_page.jpg?768|Knowledgebase Page}} 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 {{:en:module_manual:knowledgebase:knowledge_category_add.jpg?768|Add Knowledgebase Category}} 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>If you want to add more the same level knowledge category,please click '**** Knowledge Base' to add</note> Click the knowledge category,like this: {{:en:module_manual:knowledgebase:knowledge_category_click.jpg?768|Choose Knowledgebase Category}} 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}} 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}} 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}} 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}} 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}} 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}} *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. {{:en:module_manual:knowledgebase:knowledge_add_knowledge_success.jpg?768|Add Knowledge Success}} {{:en:module_manual:knowledgebase:knowledge_knowledge_view.jpg?768|View Knowledge Success}} 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}} Click {{:en:module_manual:knowledgebase:knowledge_edit_button.jpg|Edit Button}} button,will see {{:en:module_manual:knowledgebase:knowledge_knowledge_edit.jpg|Edit Knowledge}} 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 {{: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}} 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}} 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 {{:en:module_manual:knowledgebase:knowledge_knowledge_orderpage.jpg|Knowledge Order}} ===== Search Knowledge ===== On the right bottom of page show the knowledge base's tag,like : {{:en:module_manual:knowledgebase:knowledge_tag.jpg?768|Knowledge Tag}} 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 {{:en:module_manual:knowledgebase:knowledge_search.jpg|Knowledge Search}} ===== Control the knowledge page by the role ===== 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: {{:en:module_manual:knowledgebase:knowledge_role.jpg|Controll Knowledge By Role}} 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 {{:en:module_manual:knowledgebase:knowledge_add_button.jpg|Add Button}} 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 {{:en:module_manual:knowledgebase:knowledge_edit_button.jpg|Edit Button}} 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 {{:en:module_manual:knowledgebase:knowledge_delete_button.jpg|Delete Button}} * 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.