SherpaDesk Knowledgebase allows you to provide knowledge share both to your internal team as well as your external customers. Here are a few tips in creating your articles, making them available based on your preferences, and reporting on them later.
SherpaDesk Portal
Knowledgebase articles can be created internally and then shared on your public portal. On your public portal, you can then assign these articles to categories and create an order for your users to search. This is a great tool to give your users a self-service level of support.
Categories and Comments
Knowledgebase articles can be assigned to custom categories or subcategories. This helps group your articles into helpful areas for your users to review.
Comments can be enabled to allow your users to ask questions and/or feedback on your article. These comments will then be sent to the Author of the article by default. However, multiple techs can be assigned to the article for notifications.
Notifications
Within the SherpaDesk Notification engine technicians can create notification alerts based on specific types of articles and event that occur in an article.
Each rule can be created and assigned to individual techs, thus keeping them alerted on any new activities on these articles.
Ticket Messaging
When responding to a ticket, a technician can search for a public article and attach this article directly into the ticket response.
NOTE: Only articles that are listed as public will be included in the article search directory. Private articles will not be displayed in the search.
Converting a Ticket
Technicians can easily convert existing tickets into new knowledgebase articles. The system will maintain the existing ticket and start a new article based on the subject and posts. The technician would then be able to formalize the article using the WorkPad and publish it.
There are five different publish levels for each article
Private - Tech/Admin Only - These are articles that only technicians and administrators have access to view. They will not be visible on the public portal and will require the user to login with their credentials to access.
Private - All Users - These are articles that all users of the system have access to view. They will not be visible on the public portal and will require the user to login with their credentials to access.
Private - Account Specific - These are articles that are able to be published to account's specific portals based on the assigned account. They will not be visible on the account's public portal and will require the user to login with their credentials to access.
Account Specific Portal - These are articles that are published on the account's specific portal based on the assigned account. They are visible to the public and do not require a login to access.
Public Portal - These are articles that all users have access to view on a public portal. They will not require a login to access and are open to all users on the web for viewing.
Knowledgebase Details
Each article has a few set properties
Overview - The overview page will allow the technician to update or edit the article from the WorkPad. It also allows the technician to review the comments made to the article and determine if they want to either show or hide these comments on the public article. Technicians will also be able to reply to the comments from the overview page.
Logs - Logs are time and date stamped entry of all the events that occur on an article
Related - Technicians can relate a single article to multiple other articles. These articles will be displayed as suggested linked articles if they are made public.
Assignments - Technicians can assign multiple users to the article so that they are updated on any new events of the article.
Reporting
Within the Custom Report designer technicians can create specific reports using the data source Knowlegebase. These reports will then be able to be automatically generated and sent to individuals looking to keep updated on all the articles created in the system.
