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Creating A Knowledge Base To Reduce Enquiries

Creating a well-equipped knowledge base means that the contact can resolve or 'DIY' their problem or enquiry, meaning less tickets submitted, and an easier time for the agents on the team. 


Your knowledge base can be published on your self-service portal for customers and contacts to help themselves to finding a solution for their problem.


With this in mind, it is best to determine your brand's most frequently asked questions start from there. 



Setting Up


Before anything else, you will first need to create FAQ lists for the articles to go on - this just helps define the search for a resolution and can also restrict the article from specific customers (if necessary).


To do this, head to: 'Administration Console' > 'Processes' > 'Knowledge Base', then press 'Configure FAQ lists'

An FAQ group is a group, and several lists can go within the group. As an example, below are the HaloCRM guides. The FAQ group is called 'HalOCRM User Guides', and within this group there are several different lists dividing up the articles more granularly. 




Adding/Creating Knowledge Base Articles


If you have already made knowledge base articles and are just wanting to import them, just scroll to the bottom to the import button:


A specific template will need to be used in order to successfully import the articles, which is attached to this guide. 




If you are creating the articles from scratch, you can go to the 'Knowledge Base' module on the left-hand side of your web-app. 



Once here, you can see any existing knowledge base articles (there are two which come out of the box with HaloCRM as well as the 'New Article' button in the middle of the page, then the FAQ lists you just set-up on the left-hand side.



Let's create a new one together:


You first need to give it a title - this is how it will appear on the screen, i.e. 'Making an Exchange Online'.


Then, if you'd like, you can add a description to the article. This is what is shown on the preview screen above. 


In the resolution field, you will need to write how to resolve issue X. 



If you'd like to add notes to the article that only agents are able to see, you can use the 'internal memo' field to write notes.


Next is access control and visibility:



Tags can be used for people looking to refine their search


I.e. for this specific article, a tag would be 'knowledge base'.


You also have the ability to add related articles.


Next, you can restrict the article by team, but by default this is set to 'Any Team'.


You are also able to select a FAQ list for the article to be filed in, and a review date. 


If the articles need to be restricted by customer, this can be done by specifying what customers are allowed to see this specific article and overrides customer settings. 




When ready, press 'save' and the article will be available! 


If the knowledge base is not yet configured on the portal, customers will not yet have visibility of the articles - unless a link is sent to them directly.

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