Linking knowledge base with fulfillments

Creating new knowledge/solution from fulfillments

New fulfillments are added in CDESK -> Administration -> Requests. After saving the fulfillment, you can click the icon See links to knowledge base as shown in the next picture. Three active links will appear, which can be used to: Assign fulfillment to existing Knowledge,  Create new Knowledge or Create a new Solution.

Creating knowledge/solution from fulfillment

Image: Creating knowledge/solution from fulfillment

You can choose from these options:

Assign fulfillment to existing Knowledge - If the fulfillment is related to a specific knowledge, it is possible to assign it to a knowledge. This option is available not only from the knowledge editing formular, but also from the fulfillments tab in requests.

Create new knowledge -  this is used to create a new knowledge in knowledge base. Clicking this option will directly open formular for creating new knowledge. Text of solution will be automatically filled from fulfillment - text of fulfillment and internal note.

Create a new Solution - It is used to create a solution to an existing knowledge. The creation process consists of multiple steps. At first, you have to find the knowledge that this solution will be assigned to. Clicking this option will open the list of knowledges. After finding the desired knowledge, continue by creating new Solution by clicking the button Add a new Solution. Text of solution will be automatically filled from fulfillment - text of fulfillment and internal note.

 

Integration of Knowledge base in Fulfillments

Every account with access to Knowledge base has an extra column in Fulfillments overview. You can find the list of fulfillments in CDESK -> Administration -> List of fulfillments. The number in the knowledge base column represents number of knowledges, which are assigned to the chosen fulfillment. Clicking this number will open the overview directly in Request / Fulfillments page.

Integration of knowledge base in fulfillments

Image: Integration of knowledge base in fulfillments