Managing the Knowledge Base

Guide Overview

The following article is designed to give administrators and agents with the appropriate permissions an overview on the following topics:

  • Using the knowledge base within Incident IQ
  • Creating, editing, and deleting knowledge base categories and articles
  • Linking articles in tickets based on their model, category, and issue type

 

Guide Index

You can use the following links below to quickly navigate to a specific section in this document. To quickly return to this index, simply use the Return to Index link located at the end of any section.

  1. Introduction
  2. Setting up the Knowledge Base
    1. Adding Categories
    2. Adding Help Articles
    3. Inserting Knowledge Base Suggestions in Tickets
  3. Editing/Deleting Categories
  4. Editing/Deleting Articles

 

Introduction

The Knowledge Base provides you a central location to share solutions for common problems that teachers, faculty, staff, and agents may come across. From here, you can share internally created documents, provide access to outside documentation, as well as automatically link articles into tickets themselves.

You can access the Knowledge Base by selecting Knowledge Base from the left navigation bar.

Knowledgebase_Navbar.png

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Setting up the Knowledge Base

The following section of this article is designed to give you a step-by-step guide on how to begin setting up your knowledge base from scratch. Please note, you must first set up your categories correctly in the following subsection before you can begin adding any help articles. In order, you will be shown how to:

  1. Setup parent categories and subcategories
  2. Create and add help articles to your subcategories
  3. Add links to these articles directly into select tickets

 

 Adding Categories

Before you begin adding articles to the knowledge base you will first need to create article categories. This includes parent categories and their corresponding subcategories, the latter of which is where you will actually store the help articles.

To set up your categories, begin by selecting the Add Category button near the bottom of the options section on the main Knowledge Base page.

Creating_KB_Category_1.png

This will bring up a small window where you can name your category and specify that it has no parent category. Since it has not parent, it will in turn become a parent category itself. When finished select Save.

Categories_2.png

Underneath the By Category section of the knowledge base you'll now see your new parent category.

Categories_3.png

Before you can begin adding help articles, you will first need to repeat creating a category. However, instead of leaving it without a parent category as before, you will instead need to select your previously created category as the Parent. When finished select Save.

Adding_Sub_Categories.png

You will now see your parent category along with your subcategory beneath it in the By Category section. At this point, you are now ready to begin adding articles to your knowledge base.

KB_Article_Create_1.png

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 Adding Help Articles

Once you have your categories set up, you can begin adding your knowledge base articles. Begin by selecting Add Article on the right side of the page.

warning.pngImportant Note: If you have not added subcategories underneath parents categories, then you will be unable to add articles into the Knowledge Base. Please consult the Adding Categories section for further information.

KB_Article_Create_1.png

You'll now find yourself in the new article editor. At the very minimum, you will need to add a title, category to store the article under in the knowledge base, and either a link to an outside help article or fill in the issue and resolution fields. Below is a breakdown of what each field does:

  • Title (Required): The name you want to display in the knowledge base and in ticket links.
  • Category (Required): Select what category you want this article to be stored under in the Knowledge Base.
  • Recommended Solution: Will generate a link in tickets that match the Applies To fields and selected Issues.
  • Visibility: Allows you to set article visibility to all users or only agents (this includes administrators.)
  • Owner: Allows you to set who should to have the ability to edit, manage, and delete this article.
  • Estimated Effort: Here you can enter an estimated time this resolution will take the user.

KB_Article_Create_3.png

  • Tags: Allows you to add keywords to improve knowledge base searches.
  • Attachments: Allows you to attach files and images for download or reference.
  • Applies To Model: Here you can select what model(s) this article applies to.
  • Applies To Category: Here you can select what model category(s) this article applies to.
  • Custom Fields: Here you can add a custom field to your help article (available options based upon custom fields already attached to your selected model and/or model category.)

KB_Article_Create_4.png

  • External URL (Required if Issue and Resolution are empty): Here you can add a URL to an outside help article that will display within Incident IQ. (Please note that some websites do not allow this type of linking.)
  • Open in new window: Will set this knowledge base article to open a new window for users when clicking on the link for this article provided in a ticket.
  • Issue (Required if URL field is empty): This field is used to describe of the issue this article is designed to address.
  • Resolution (Required if URL field is empty): This field is used to describe the method(s) used to remediate the issue.

KB_Article_Create_5.png

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 Inserting Knowledge Base Suggestions in Tickets

If you want to link a knowledge base article in certain tickets you can do so by making it the Recommended Solution in the article editor.

Add_Help_Link_Ticket_1.png

You'll need to select what models, model category, and/or issues this knowledge base article will appear in. For example, in the below example this article will appear in tickets for the HP Chromebook 11 G5 that have issues of Won't power on to Won't boot up.

Add_Help_Link_Ticket_2.png

Now, whenever a ticket with this model and issues is submitted a new widget will appear linking directly to the knowledge base article. Requestors will see it prominently underneath their submitted ticket.

Add_Help_Link_Ticket_3.png

For agents and administrators, they'll see the widget beneath the model information on the right side of the screen.

Add_Help_Link_Ticket_4.png

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Editing/Deleting Categories

If you need to edit a knowledge base category, begin by clicking on the category in question.

Categories_3.png

This will take you the selected category's main page. Near the top right select the Edit button.

Edit_Category_2.png

At this point, a pop-up window will appear where you can edit the category name, assign it to or unassign it from a parent category, or deleted the category entirely.

Edit_Category_3.png

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Editing/Deleting Articles

To edit or delete a help article, begin by navigating to the article in question in the category that it is currently located under and clicking on it article title.

Help_Article_Edit_and_Delete_1.png

This will open the article page. If you have ownership of the article you can select to either Edit or Delete the article on the right side of the page.

Help_Article_Edit_and_Delete_2.png

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