Knowledge Database
The knowledge base contains a compilation of frequently required information and answers to frequently asked questions (FAQ). The FAQ articles can cover a wide range of topics:
Notes on working with KIX
Product data sheets
Installation instructions
Special features to be taken into account on a machine
and much more.
To ensure that all this information is not disorganized in the system, it is grouped into FAQ categories and thus structured thematically.
As an administrator, you create the FAQ categories and their structure. The individual FAQ articles are maintained by the authorized agents and assigned to the FAQ categories. An FAQ article is assigned to an FAQ category when an FAQ article is created or edited.
When delivered, KIX already contains the category Misc, to which you can add further categories and subcategories.
Assigning FAQ categories to higher-level FAQ categories creates a structure tree that agents can find in the FAQ dashboard, where they can view, create and edit FAQ articles.
Fig.: The FAQ categories can be found in the FAQ dashboard
Agents can search for FAQ articles via the complex search and limit their search to an FAQ category. They can also find the widget Recommended FAQ in the right-hand sidebar, which displays the relevant FAQ articles for the ticket. The table entries in the widget initially result from the keywords entered in the ticket subject/title plus the relevant assets selected in the ticket. You can change this configuration (see Configuration widget "Recommended FAQ" ).
Configuration parameters
Parameters | Description |
|---|---|
Name | Give the category a meaningful and clear name so that agents can assign the FAQ in a meaningful way |
Icon | The icon is used for the graphic identification of the category. Z. E.g. in the explorer of the FAQ dashboard and in the overview of FAQ categories in the admin dashboard. You can select an icon from one of the libraries provided or upload a graphic file. |
Parent Category | By selecting a higher-level category, you create a tree structure, just like in an explorer. If possible, do not granulate the FAQ categories too much so as not to jeopardize clarity. |
Tags | Optional: Enter or select keywords to identify this configuration object. This is used to search for related configuration objects . (see also: Tagging of objects). |
Validity |
|
In the Admin Module’s Explorer, navigate to →
In the content area, a table opens listing all the FAQ categories created in the system.
In the table, click on .
A form dialog opens in which you can create a new FAQ category.
Please complete the form (see configuration parameters).
Optional: Select an icon.
Set the validity to valid.
Finally, click .
The new FAQ category has now been created and is available to agents in the FAQ Explorer for creating FAQ articles.
In the Admin Module’s Explorer, navigate to →
In the content area, a table opens listing all the FAQ categories created in the system.
Click on the FAQ category to be changed in the table.
The detailed view of the FAQ category opens.
Click in the header of the detail view.
A form dialog opens in which you can edit the FAQ category.
Change the details as required.
Save your changes by clicking .
The changes are effective immediately.
FAQ categories are deleted recursively, i.e. including all subcategories.
Categories can only be deleted if they do not contain any FAQ articles. Use the complex search to find the FAQ articles in question and assign them to another FAQ category.
As an alternative to deleting FAQ categories, you can also set them to "invalid".
In the Admin Module’s Explorer, navigate to →
In the content area, a table opens listing all the FAQ categories created in the system.
In the table, place a tick in front of the FAQ category to be deleted (multiple selection possible).
The button becomes active.
Click and confirm the security prompt by selecting , to start the deletion process.
The FAQ category has now been deleted and can no longer be used in the future.