Using the Knowledge Base

NABD's Knowledge Base is a resource library for your customers and agents. They will look here for articles and advice on your products and services. Make sure you pay close attention to your customer's needs when setting up your Knowledge Base to make it a great resource for them.

Setting up a Knowledge Base is an incremental process. A good Knowledge Base can improve the self-service process and boost your agent's productivity.

Setting up Knowledge Base categories

To keep your Knowledge Base organized, NABD allows you to set up categories and you can then group your articles under these category headings. Make sure you create categories based on your customer's needs such as common problems, issues, troubleshooting information, FAQ, how-to articles, and more using the words and phrases they would use when searching for help.

To set up Knowledge Base categories:

  1. On your NABD main menu, select Knowledge Base.

  2. From the Knowledge Base menu, select Knowledge Base Category.

  3. On the Knowledge Base Category page, click actions,
    then Add Category.

  4. On the Case category dashboard, add the category name. Adding a description is a good idea too.

  5. If you're finished, click Save and close.




    This category now appears in the NABD Knowledge Base. Your next step is to add Knowledge Base articles to this category.

To edit a Knowledge Base categories:

  1. click actions,
    then Edit Category.


  2. If you're finished, click Save and close.




    This category now modified in the NABD Knowledge Base.

To delete Knowledge Base categories:

  1. click actions,
    then Delete Category.


  2. Press OK to confirm the deletion.




    This category has been deleted from NABD Knowledge Base.

 

Adding Knowledge Base articles

Knowledge Base articles are an important tool in helping users and customers resolve cases. Adding new Knowledge Base articles is essential as new issues arise remember to add any critical information here. In the future, users can reference this information and provide a quick resolution.

To add a Knowledge Base article:

  1. On your NABD main menu, select Knowledge Base.

  2. From the Knowledge Base menu, select Knowledge Base Articles.

  3. On the Knowledge Base Category page, click actions,
    then Add Article.

  4. On the Add Knowledge Base page, add the information you want to include in the Knowledge Base article.

    Type the article title and content.



  5. upload any files:

  6. Article Settings:
    you can select the category where the article can be shown under it.

  7. Select the Article version:

  8. Enter tag and choose the visibilty:

  9. If you're finished, click Save and close.



    This article now appears in the NABD Knowledge Base.




To search for a Knowledge Base article:

  1. On your NABD main menu, select Knowledge Base.

  2. From the Knowledge Base menu, select Search Knowledge base.

  3. On the Knowledge Base page, select the search criteria you want to use. You can search on KnowledgeBase or search on cases or search on knowledgeBase and cases.

  4. Click Search.

    The applicable Knowledge Base articles appear.