6. Knowledgebase Articles
Knowledgebase Articles can be your best asset in determining a solution to a problem. With InBoxHQ Helpdesk's new Fetch and Retrieve™ Technology, the more the system learns that a knowledgebase article has provided good responses, the more accurate the system becomes.
a. Searching and Listing Articles
The Knowledgebase allows you to search through every article in every category, or you may specify which category you search in. You may also browse a category underneath the search boxes.
b. Creating a New Article
When creating a new knowledgebase category, you will be taken to a new page that will have several fields. The first field, Summary, should be a short description of the problem like "What kinds of payments do you accept?". The next field, Category, is where the article will be located. Your administrators probably have set up a few different categories in which you can place this article. The keywords field should contain relevant keywords to the article, make sure you don't enter common words such as, the, and, or. You may also select whether to make this article Public (available for viewing in the Support Center) or Private (only available in the helpdesk).
The text box containing the 'Description of Problem' will be where you put in a more comprehensive description, as opposed to what you put in on the summary box. Rather than just saying "What type of payments do you accept?" it would now read something like, "Do you accept Visa, American Express, Mastercard, etc etc".
The 'Explanation of Solution' box is where you will type in the resolution to the problem.
c. Commenting on Knowledgebase Articles
Usually as a technician on the helpdesk, you won't need to add comments to a knowledgebase article. Comments are mainly used to allow the public to give feedback on the articles that they are allowed to see.
