Step 8 - Manage the Knowledgebase and Canned Response,Help Desk Support, ITarian

Step 8 - Manage the Knowledgebase and Canned Response

You can create predefined templates and articles in tools bar. Canned response used to quickly insert pre-formatted reply templates into your messages while knowledge base promotes self-help in your support portal by posting an article to the end-users.

The following sections explain more on:

Canned Response

Click ‘Tools’ > ‘Canned response’
It is the predefined templates created in the system. Canned Response reply to the end-users option helps you to attach the files and folders and send it for the reference of the end-users. We make use of canned responses to send out similar responses to a number of users.
Admin’s and Agents who has permission can create a canned response reply.
Click on the ‘Create Canned Response’ to create a new canned response.

Add the Title of the canned response in the specified boxes.
Enter the canned message you want to share with users/agents
Click ‘Submit’ to save your response. You can create and keep multiple canned responses and make it available at all the time of replying to the end-users.
To view the canned response, click ‘view’. Your added message will be displayed like this.

Click ‘Edit’ button to edit the added canned response and click ‘submit’ to update your changes
Click ‘Delete’ to delete a existing added canned response.

Create and manage Knowledge base

Navigate to Agent Panel > Tools > Knowledge Base Categories > Add New Category.
The Knowledge base promotes self-help in your support portal by posting an article to the end-users. Knowledge base articles would probably include different categories under which you can categorize your articles.

Enter an appropriate name
Select a parent from the drop down list and add a description for the category you are about to create and set the category display order and make the category Active. If you don’t want to display the category you can set this as Inactive.
Click Submit for saving the category

You can also view all the list of categories created in the system by Navigating to Agent Panel > Tools > Knowledge Base > Categories > All Category.

The categories which you add in the Agent Panel is displayed in Client Panel > Knowledge Base > Categories

Creating an Article

Name the article by specifying an appropriate name in the given box. Enter a description that need to be appear along with that.

Choose the visibility for this article:

Once you fill this up, click on Save if you still need to work on it you can make that as Draft. This will save the article as a draft. Click on Publish if you wish to publish the solution article.

You can also view all the list of articles created in the system by Navigating to Agent Panel > Tools > Knowledge Base > Article > All Article.

The article which you add in the Agent Panel is displayed in Client Panel > Knowledge Base > Article

Create pages

The helpdesk allows you to create different pages and display the content in the client panel.

To do so navigate to Agent Panel > Tools > Pages > Add Pages.
You can specify the name of your page and description .You can write the page format and the content in the rich text editor or using the editor.

Choose the visibility for this article:

You can choose to make the article visible to the Public/Private. The public page is visible to all and the private page is visible only to the logged-in agents.
Once you fill this up, click on Save if you still need to work on it you can make that as Draft. This will save the article as a draft. Click on Publish if you wish to publish the solution article.

Comments Section

Click Agent Panel > Tools > Knowledge Base > Comments
Open Comments session is given for the clients to post their suggestions or queries. So we have the possibility to publish these comments on the article.

To view the comments of your users posted on the articles navigate to Agent Panel > Tools > Knowledge Base > Comments.

Settings on Knowledge base

Click Agent Panel > Tools > Knowledge Base > Settings

Knowledge Base Settings allows you to display the articles for your users and it supports clients by providing the solution for their queries. In case if you do not want to show the Knowledge Base to your customer’s you can disable it from Agent Panel > Knowledge Base by making the settings Inactive.
You can also define the count of the article to display it on the client portal per page and save the settings.