Knowledge Base

19 min

\ what is a knowledge base?\ 👉 it's like a virtual library for the company all the important information about products, services, processes, and ways of doing things is stored there 🎯 here you can 🔎 organize everything in one place 👩‍💼 help different teams (customer service, sales, finance, marketing) 🤝 standardize responses and ways of working 🚀 speed up customer service with readily available and easy to find information 📢 it can contain texts, videos, ebooks, infographics, tutorials… ⏱️ teams use it to answer customer questions and resolve doubts ➡️ customers can also access it and find solutions on their own ( self service) on this page you will see all the knowledge base settings that will be available in the user knowledge portal, which will be available soon the database can be populated by all users who have the creation profile \1 setting up the knowledge base\ to access, follow the steps below access the my desk application; click on ⚙️ settings at the top; click on knowledge base in the left sidebar menu a block list with all created folders is displayed below two folders come standard in my desk folder 1; folder 2 you can create a new folder; edit a folder; delete a folder; a dd knowledge; edit knowledge; delete knowledge \2 \ \create new folder\ to create a new folder, follow the steps below click the new folder button in the upper right corner of the screen; a window will open in the center of the screen folder name enter the name of the new folder notify the author of all changes to the knowledge status; click this button to activate this command this way, the user who created the folder will always be notified of any future modifications access profile here you can define permissions for one or more user groups in this folder, according to your needs to add an access profile, follow the steps below click the blue add button; a window will open on the right side of the screen; \ \ permissions there are two permission options read; read and create 🔘 read the user with this permission will only be able to access and read the documents contained in this folder actions this option is disabled; \ \ situations you can choose one or more options this field allows the group to view knowledge that is in certain statuses, which are in drafting; under review; reviewed; in publication; published; archived notify when there are changes in status you can choose one or more options in which you will be notified the options are in drafting; under review; reviewed; in progress; published; archived \ \ groups here you choose one or more groups that can view this folder select the desired group(s) note items with a red asterisk are mandatory 🔘 reading and creation the user with this permission can access, read, and create new documents in this folder actions you can choose one or more options this will allow the user to perform an action on the knowledge status the available statuses are publish; approve; review; archive/unarchive; delete \ \ situations you can choose one or more options this field allows the user to view knowledge that is in certain statuses, which are in drafting; under review; reviewed; in progress; published; archived notify when there are changes in the status you can choose one or more options for which group will be notified the options are in drafting; under review; revised; in publication; published; archived \ \ groups here you choose one or more groups that can view and act on this folder select the desired group(s); each group can only be used once in each access profile configuration in each folder note 1 items with a red asterisk are mandatory \ \ note 2 it is not possible to edit a permission you can only create a new one or delete one click the save button to keep the changes; click save again to keep the changes and exit \3 \ \\ to edit a folder, follow the steps below click the pencil icon located inside the folder you wish to edit; a window will open in the center of the screen; you can change folder name ; notify author; access profile in this option you can view existing profiles; create a new profile; delete an existing profile; click save to save the changes \4 \ \\ you can add new knowledge without size limits and in any file type, such as image, video, pdf, etc to add knowledge, follow the steps below click on the name of the folder where you want to add it; click on the blue \[ + new knowledge ] button in the upper right corner; a window will open in the center of the screen fill in the following information folder the name of the open folder will be pre set; \ \ title enter the title of the knowledge; the title cannot contain the same name as another existing knowledge the system will not create it; the title has a limit of 250 characters version the current version, 1 0, will be pre set; author your username as the creator will be pre set; approver \ \ document type choose one of the following options frequently asked questions (faq); news; document; administration and finance plan; communication plan \ \ origin choose one of the following options knowledge; event; change; incident; problem privacy choose one of the following options public; internal; confidential access these options are only displayed if the chosen privacy is public choose one of the following options internal; external creation date the creation date will be the default; \ \ expiration date choose a date for the document to expire this option aims at the maintenance and frequent updating of documents; publication date choose the date on which the document will be published; \ \ content type text content, if necessary, using the formatting bar; attach files you can upload one or more files about this new knowledge this function is optional actions choose an action for your new knowledge this item is also optional; you can create it without choosing one if you save without choosing one, it will automatically be assigned "in draft" the available action options are send for review ; send for approval when the document is placed for approval, it needs to go through an approver who can approve ; reject if rejected, a justification is required send for publication ; publish ; archive note items with a red asterisk are mandatory click the save button to keep the changes; \5 \ \view knowledge\ to view the knowledge within a folder, follow the steps below click on the desired folder ; a block list of all knowledge will be displayed; search use the search bar to search by name; filter use the filter to search by situation \6 \ \ version control\ you can edit all documents, and in addition, during editing there are two new options version knowledge and archive old version you can edit the following options title; document type; source; privacy; access; expiration date; content; attach files; actions 6 1 share knowledge after the knowledge base is published, it's possible to version the document; that is, each saved change creates a new version of the document, with the previous version saved as it was created to version the knowledge base, simply click on the action key, as shown in the image below 6 2 archive older version it's also possible to keep an older version alongside the new version of the knowledge to do this, simply click on the action key as shown in the image below it's possible to activate both keys and save, performing two actions at once \7 \ \delete knowledge\ to delete a piece of knowledge, follow the steps below click on the folder containing the knowledge you wish to delete; click on the trash can icon of the knowledge you wish to delete; a confirmation message will appear about the knowledge are you sure you want to delete this knowledge? this action cannot be undone; click on delete to permanently delete it; click on cancel to return without any action