Using the knowledge base

Knowledge base records will make it easy to solve reapating problems. It allows you to group solutions for specific type of problem at a single place. Click the links below to learn more about using knowledge base:

 

Creating new knowledge base record

To create new knowledge base record, simply navigate to Administration -> Knowledge management -> Knowledge base. You can see the list of all available knowledge records here. Click the button New Record.

New knowledge base record button

Image: New knowledge base record button

A creation formular will appear. Fill in the fields:

  • Name of knowledge - It is the subject of knowledge, all solutions are grouped under this name

  • Keywords - They are used for searching for specific solution. The more keywords related to the solution you enter, the easier it will be to find it using filters

- With the new knowledge record, one solution is automatically created as well.

  • Name of solution - This name will be shown under Knowdledge record as a single item in numbered list

  • Description - Enter the solution description here. It is shown after the specific solution is open. You can use traditional formatting options to highlight important parts of the description.

 Creating new knowledge base record

Image: Creating new knowledge base record

 

Adding new solution to an existing KB record

Open an existing knowledge base record you want to add the solution to by navigating to Administration -> Knowledge management -> Knowledge base and choosing one.

Note: If no suitable knowledge base record exists, create new one. More information about creating new KB record can be found at the top of this article.

Adding new solution to an existing knowledge base record

Image: Adding new solution to an existing knowledge base record

 

A formular for adding new solution will appear. Name of knowledge record are already filled according to knowledge base record, sequence number is automatically generated - new solution will be added to the end of the list. Change this only in case you want to reorder the list of solutions. Fill in:

  • Name of Solution -  This name will be shown under Knowdledge record as a single item in numbered list

  • Description - Enter the solution description here. It is shown after the specific solution is open. You can use traditional formatting options to highlight important parts of the description.

Click the Save button to confirm changes. 

 

Searching the list of available solutions

To find specific solution, navigate to Administration -> Knowledge management -> Knowledge base. Use the filter at the top to search for it. Type in the term you are looking for. Defaultly, it searches in in names of Knowledge, Solution, keywords and customers. If you want to extend the search, click the checbox Search across all records and references. It will search also from the text of solution and comments. Only the solutions meeting the searching criteria will be shown.

Searching options in knowledge base

Image: Searching options in knowledge base

 

Adding new comment to solution

Open the solution you want to add the comment to by navigating to  Administration -> Knowledge management -> Knowledge base -> open the solution. Click Add a comment at the bottom of your desired solution. A text field and buttons will appear. Type in your comment and click the Save button. 

Adding new comment

Image: Adding new comment

After clicking the save button, all comments will be shown right under the solution in section Comments.

Comments

Image: Comments under the specific solution