Editing KB Records
Definition
Editing a FAQ, forum topic or idea allows changing its attributes: its title, description, keywords and similar.
Usage
In many cases there may appear a necessity to update Knowledge Base records: re-formulate description of a FAQ, forum topic or an idea that was posted by a customer, add key words according to which Knowledge Base records may be found, add pictures, enable/disable comments or change the level of access to the record.
The possibility of moderating posts that were submitted by customers may be enabled/disabled in the Settings & Layout setup section.
Knowledge Base records can only be edited individually.
Procedure
Access the details view page of a Knowledge Base record and click the Edit button. On the opened page, change the record properties as described in the creating Knowledge Base records procedure. Click Submit to apply changes.
Tips
To facilitate the process of searching of FAQs, discussion topics and ideas for CRMdesk customers, it is recommended to check the Tag Cloud section every once in a while for the most frequently used key words and phrases that the customers use, and add such key words to relevant Knowledge Base records.