Creating knowledge base articles

Create knowledge base articles to reference when assisting customers. Knowledge base articles can contain instructions for call center employees, links to websites, or separate documents for the customer.

To create knowledge base articles:

  1. Select Operations > Call Center > Knowledge Base Articles.
  2. Click New Record.
  3. Specify this information:
    Organization
    Specify the organization.
    Knowledge Base Article
    Specify a unique code to identify the article, and then enter a title for the article in the adjacent field.
    Note:  If AUTOKBNUM=YES the KB article is assigned a number. Contact your system administrator for more information.
    Language
    Select the language for the article text and information.
    Status
    Select the status for the article.
    Note: Articles with an Obsolete status are not displayed during a knowledge base article search.
    Department
    Specify the department with which to associate the article.
    Provider
    Specify the provider with which to associate the article.
    Service Category
    Specify the service category with which to associate the article.
    Service Problem Code
    Specify a service problem code with which to associate the article. The system automatically populates Service Problem Code Org.
    Note: Department, Provider, Service Category, and Service Problem Code are copied to the customer request when the article is selected from the knowledge base.
    Keywords
    Specify words that identify the article when performing KB searches.
    Remarks
    Enter remarks about the article.
    Article Text
    Enter the body text of the article. Within Article Text you can link documents, other knowledge base articles, and external web pages to the knowledge base article you are creating with the HTML Editor. Click Hyperlink to link a document, knowledge base article, or web address.
    Note:  Copy and paste from existing documents to save time.
  4. Click Save Record.