Accessing KB Records

Usage

Knowledge Base records management means creating, changing, and deleting FAQs, forum topics and ideas in the CRMdesk database.

Path

Knowledge Base tab – FAQ/Forum/Idea Exchange

Procedure

The Knowledge Base Management main page has three main areas:

• Records list controls – fields to help you search, filter and sort FAQs, forum topics and ideas in the list;

• Records list – a table containing short records descriptions and links to their details;

• Action buttons – allow adding new records and mass processing of existing ones.

To process one or more records in the list, make your selection by marking corresponding check boxes (select the box in the list header to select all entries in the list). Mass processing allows performing the following actions:

• Moving records – Move button – moves selected FAQs, forum topics or ideas to a specified category;

• Changing access level – Access button – changes the access level for the selected items;

• Delete records – Delete button – permanently deletes selected records.

To view an existing record, click the record subject line in the list. The record view details page will appear. The action buttons at the bottom of this page allow you to:

• Create a new entry – Add button;

• Edit the current entry – Edit button;

• Leave a comment to the current entry – Comment button;

• Add a note visible to support team only – Note button;

• Delete the current entry – Delete button;

• Go back to the list of records – Back button.

Tips

Use the Subject, Category and Updated links in the table head to sort records in the list by a corresponding property.

Next: Creating KB Records