The Knowledgebase Page

The Knowledgebase page enables you to search for and insert KB solutions in the Reply, Forward, and Consult panes of the Interaction window. The search feature retrieves a highly accurate set of responses without having to sift repeatedly through a huge set of solutions.

Example  

Parker Roy, a customer, sends a message indicating that he has problems downloading photographs to his computer from the digital camera he bought from WorldWaves Inc. He has provided details of the model, the date of purchase, and a detailed procedure of how he tried to download the photographs to his computer.

As a Web Client User at WorldWaves Inc, you quickly search for a KB Solution within your Knowledgebase, and provide a solution to Parker Roy.

To View the Knowledgebase Page

1.  Log on to Web Client.

2.  Click and then click Knowledge Base.

- OR -

Open the required interaction.

Go to the Reply, Forward, or Consult pane of the Interaction, and select KB Article from the Insert list.

The Knowledge Base Manager is displayed.

Note 

•   When you open the Knowledge Base Manager from the Reply, Forward or Consult Pane, you can insert a KB Solution as text by clicking Insert KB Article, or as a URL by clicking Insert KB Article URL.

•   Click to refresh the Knowledge Base page.

The following table describes components of the Knowledgebase page:

Component	Description
Toolbar	Displays the most frequently performed tasks as buttons. Place the mouse pointer over a button to view its function.
Navigation pane	Enables you to locate KB Solutions.
Right pane Displays a search text box where you can enter the text you want to search in the Knowledge Base. This pane also displays three tabs, FAQ, Hot Topics, and Top Documents. Further, if the plug-ins for additional tabs are configured in KPS Universal Knowledge, those tabs are also displayed in this pane. For more information, see the KPS Universal Knowledge documentation.
FAQ	This tab lists the KB Solutions in the order in which they were created. This tab displays a Title Filter text box, which enables you to search for KB Solutions based on their title. A maximum of 10 KB Solutions are displayed per page in the FAQ pane. If the number of KB Solutions exceeds 10, you can view other KB Solutions using the navigation options displayed below the Title Filter text box.
Hot Topics	This tab lists the Hot Topic messages created for a Community. Clicking the link in the message opens the URL of the KB Solution in a new browser window.
Top Documents	This tab lists the KB Solutions that are used most frequently to resolve a problem over a selected time period.

Note 

Click the Advanced link to view a list of advanced search options. These options enable you to refine your search for KB Solutions.