Moving KB Records
Definition
Moving a Knowledge Base record means allocating it to another category. Technically speaking, moving is changing the value of the Category field of the Knowledge Base record.
Usage
In some cases, customer’s issues classification does not always coincide with the support team’s internal conventions. To assign a correct category to a forum topic, idea or FAQ, CRMdesk support users may change the initial classification settings.
Knowledge Base records may be moved individually or collectively.
Procedure
To move a single Knowledge Base record, open the Knowledge Base details view page and click the Edit button. From the Category list, choose the necessary product and/or area option and click Submit to apply changes.
To move several Knowledge Base records at once, open the list of records, select check boxes next to the records that should be moved and click the Move button. On the page that will be opened, choose the necessary product and/or area option and click Submit to apply changes.
