Overview:
SherpaDesk Knowledgebase lets you share helpful information with your internal team and external customers. You can create articles, set who can see them, and track their performance. Articles can be organized into categories and published on your public portal,
Each Knowledgebase article can be published with the following five visibility levels:
- Private – Tech/Admin Only: Articles visible only to technicians and administrators. These are not available on the public portal and require users to log in with their credentials.
- Private – All Users: Articles accessible to all users within the system. They are not visible on the public portal and require login access.
- Private – Account Specific: Articles assigned to specific accounts. They are not visible on public portals and require login access.
- Account Specific Portal: Articles published on an account’s specific portal. They are publicly visible and do not require login access.
- Public Portal: Articles accessible to all users on the public portal without requiring login. These are openly available on the web.
Knowledgebase article includes several key properties that help manage and track its activity:
- Overview: The overview page allows technicians to update or edit the article directly from the WorkPad. It also provides the option to review comments made on the article, choose whether to display them on the public version, and reply to comments as needed.
- Logs: Logs contain time and date stamped records of all events and changes related to the article, offering a clear history of activity.
- Related: Technicians can link an article to multiple other articles. If made public, these linked articles appear as suggested resources to users, enhancing discoverability.
- Assignments: Multiple users can be assigned to an article. Assigned users will receive updates about any new activity or changes made to the article.
Steps:
Create Article
1. Log in to Sherpadesk with valid credentials.
2. Click on "Knowledgebase" in the side navigation pane.
3. Click on the "Add Article" button.
4. Enter the Subject, Body and select the publish level from the dropdown.
5. Click on the "Save" button.
The article is created successfully and displayed on the Knowledgebase page.
Assign Users
1. Click on the Article number on the Knowledgebase page.
2. Click on the "Assignments" tab.
3. Search for the User and click on the "Attach" button to assign the user.
The assigned user is displayed on the Assignments tab section.
Add Related Article
1. Click on the "Related" tab.
2. Search for the article and click on "Add Related knowledgebase" button.
The article is added and displayed on the Related tab section.
Convert Ticket to Knowledgebase
1. Select the "Create KB" option from the Actions dropdown.
The ticket is converted to article and displayed on the Knowledgebase page.
Ticket Messaging
1. Click on the "New Response" button.
2. Click on the "KB Search" button.
The technician can search for and attach a public article directly to the ticket response. Only articles marked as public will appear in the search results, private articles will not be included.
Add KB Category
- Click on the “Settings” option in the horizontal menu.
2. Click on “Knowledgebase” on the Configurations page.
3. Click on the "KB Categories" button.
4. Click on "Add Category" button.
5. Enter the Name, Order and click on "Create KB Category and Close" button.
The KB category is successfully added and displayed on the Article creation page.
Notification Rules
1. Click on “Notifications” on the Configurations page.
2. Click on the "Edit" icon.
3. Select the checkboxes corresponding to the rules you want to include.
4. Click on the "Save and Close" button.
The rules have been updated, and the user will receive email notifications according to the revised notification settings.
