Knowledge Base - Revision history

Dina at 12:55, 8 July 2020

2020-07-08T12:55:44Z

Dina at 14:43, 28 March 2020

2020-03-28T14:43:22Z

← Older revision		Revision as of 14:43, 28 March 2020
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	[[File:~~Commit_knowledge_base_preview~~.gif\|center]]		[[File:knowledge_base_preview.gif\|center]]


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	[[File:~~Commit_knowledge_base_preview_web~~.gif\|center]]		[[File:knowledge_base_preview_web.gif\|center]]


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	[[File:~~Commit_knowledge_base_filter_status_app~~.gif\|center]]		[[File:knowledge_base_filter_status_app.gif\|center]]


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	[[File:~~Commit_knowledge_base_view_details_web_cust~~.png\|center]]		[[File:knowledge_base_view_details_web_cust.png\|center]]


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	[[File:~~Commit_knowledge_base_article_window_app~~.gif\|center]]		[[File:knowledge_base_article_window_app.gif\|center]]


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	[[File:~~Commit_knowledge_base_new_article_app~~.gif\|center]]		[[File:knowledge_base_new_article_app.gif\|center]]


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	[[File:~~commit_knowledge_base_article_window_app~~.gif\|center]]		[[File:knowledge_base_article_window_app.gif\|center]]

	===Adding and Editing Articles Via the Web Interface===		===Adding and Editing Articles Via the Web Interface===
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	[[File:~~Commit_knowledge_base_new_article_web~~.gif\|center]]		[[File:knowledge_base_new_article_web.gif\|center]]


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	To edit an existing article, go to the Knowledge Base tab, select the article, and click the Edit link. In this window you can edit the article and modify its text and properties.		To edit an existing article, go to the Knowledge Base tab, select the article, and click the Edit link. In this window you can edit the article and modify its text and properties.

	[[File:~~commit_knowledge_base_new_article_web~~.gif\|center]]		[[File:knowledge_base_new_article_web.gif\|center]]

	==Searching for Articles==		==Searching for Articles==
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	[[File:~~Commit_knowledge_base_search~~.gif\|center]]		[[File:knowledge_base_search.gif\|center]]


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	[[File:~~Commit_knowledge_base_options_status~~.zoom90.png\|center]]		[[File:knowledge_base_options_status.zoom90.png\|center]]


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	[[File:~~Commit_knowledge_base_new_doc_app~~.gif\|center]]		[[File:knowledge_base_new_doc_app.gif\|center]]


	New documents will be automatically copied to the Articles Attachments folder, which is defined by going to Tools > Options > Knowledge Base.		New documents will be automatically copied to the Articles Attachments folder, which is defined by going to Tools > Options > Knowledge Base.

	[[File:~~Commit_knowledge_base_options_docs~~.gif\|center]]		[[File:knowledge_base_options_docs.gif\|center]]

	'''Downloading Documents Via the Web Interface'''<br>Note that in order to download the attached documents via the Web, the Web interface’s Document Download settings must be enabled. You can read more about this in the Web Interface Installation Guide, under [[Web Interface#Document Download and Upload Settings\|Document Download Settings]].		'''Downloading Documents Via the Web Interface'''<br>Note that in order to download the attached documents via the Web, the Web interface’s Document Download settings must be enabled. You can read more about this in the Web Interface Installation Guide, under [[Web Interface#Document Download and Upload Settings\|Document Download Settings]].
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	[[File:~~Commit_knowledge_base_document_public~~.gif\|center]]		[[File:knowledge_base_document_public.gif\|center]]


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	[[File:~~Commit_knowledge_base_report~~.gif\|center]]		[[File:knowledge_base_report.gif\|center]]

Dina: /* Searching for Articles */

2016-12-09T17:37:32Z

Searching for Articles

← Older revision		Revision as of 17:37, 9 December 2016
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	<u>Natural Language Engine: Obtain better search results by eliminating unimportant words</u><br>When searching, the following words are considered "noise" and will not be included in the search: about after all also and another any are because been before being between both but came can come could did does each else for from get got had has have her here him himself his how into its just like make many might more most much must never now only other our out over said same see should since some still such take than that the their them then there these they this those through too under use very want was way well were what when where which while who will with would you your		<u>Natural Language Engine: Obtain better search results by eliminating unimportant words</u><br>When searching, the following words are considered "noise" and will not be included in the search: about after all also and another any are because been before being between both but came can come could did does each else for from get got had has have her here him himself his how into its just like make many might more most much must never now only other our out over said same see should since some still such take than that the their them then there these they this those through too under use very want was way well were what when where which while who will with would you your



			'''Find articles linked to an Account''' - You can find articles published and linked to the specific Account by selecting the field 'Public to Account' in the Find selection list and then selecting the particular Account:
			[[File:Search_kb_article_linked_to_account.png\|center]]

	== Article Statuses ==		== Article Statuses ==

Dina: /* Security and Privileges */

2016-12-09T11:25:59Z

Security and Privileges

← Older revision		Revision as of 11:25, 9 December 2016
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	'''Customer Privileges'''<br>Customer access to Knowledge Base articles and documents should be defined separately.		'''Customer Privileges'''<br>Customer access to Knowledge Base articles and documents should be defined separately.

	The system administrator can define the privileges from '''File > User and Privileges > Customer Privileges – For Web Users'''. Read more about defining privileges for Customer Web Users in the[[Customer Privileges#Customer_Privileges]].		The system administrator can define the privileges from '''File > User and Privileges > Customer Privileges – For Web Users'''. Read more about defining privileges for Customer Web Users in the [[Customer Privileges#Customer_Privileges]].


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	[[File::Commit_knowledge_base_options_status.zoom90.png\|center]]		[[File:Commit_knowledge_base_options_status.zoom90.png\|center]]

Dina: /* Security and Privileges */

2016-12-09T11:16:58Z

Security and Privileges

← Older revision		Revision as of 11:16, 9 December 2016
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	'''Customer Privileges'''<br>Customer access to Knowledge Base articles and documents should be defined separately.		'''Customer Privileges'''<br>Customer access to Knowledge Base articles and documents should be defined separately.

	The system administrator can define the ~~access level for customers~~ from '''~~Tools~~ > ~~Options~~ > Web ~~Interface~~'''.		The system administrator can define the privileges from '''File > User and Privileges > Customer Privileges – For Web Users'''. Read more about defining privileges for Customer Web Users in the[[Customer Privileges#Customer_Privileges]].


	[[File:~~Commit_knowledge_base_options_web~~.~~gif~~\|center]]		[[File:Customer_privilege_groups.png\|center]]

			The system administrator can define:
	~~In the window above, the~~ system administrator can define:

	#Whether customers will have access to your Knowledge Base articles, using the Public Knowledge Based Articles (view) option. Note that only articles marked as Public in the article's properties will be available to customers via the Web interface. You can read more about the various articles' fields and indications under [[Knowledge Base#Adding and Editing Articles\|Adding & Editing Articles]].		#Whether customers will have access to your Knowledge Base articles, using the Public Knowledge Based Articles (view) option. Note that only articles marked as Public in the article's properties will be available to customers via the Web interface. You can read more about the various articles' fields and indications under [[Knowledge Base#Adding and Editing Articles\|Adding & Editing Articles]].


	[[File:~~Commit_knowledge_base_options_public~~.~~gif~~\|center]]		[[File::Commit_knowledge_base_options_status.zoom90.png\|center]]

Dina: /* Adding and Editing Articles */

2016-12-09T10:49:11Z

Adding and Editing Articles

← Older revision		Revision as of 10:49, 9 December 2016
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	#'''Category''': The Category field helps to categorize articles for better searchability. You can choose from any of the categories in the field’s pull-down menu, or define a new category by clicking the Edit List… link, which also appears in the pull-down menu.		#'''Category''': The Category field helps to categorize articles for better searchability. You can choose from any of the categories in the field’s pull-down menu, or define a new category by clicking the Edit List… link, which also appears in the pull-down menu.
	#'''Status''': The Status field can be set to Draft, Published, or Obsolete, depending on the current phase of the article. Using this field wisely helps the user to easily find articles later on. (Read more about this field under <u>Article Statuses</u>.) You can define the default Status for new articles from Tools > Options > Knowledge Base.		#'''Status''': The Status field can be set to Draft, Published, or Obsolete, depending on the current phase of the article. Using this field wisely helps the user to easily find articles later on. (Read more about this field under <u>Article Statuses</u>.) You can define the default Status for new articles from Tools > Options > Knowledge Base.
	#'''Public indication''': The Public indication field allows the user to choose whether customers will be able to view the article via the customers' Web interface. The default behavior for this field can be set from Tools > Options > Knowledge Base. ~~ustomers~~ can access generic public articles as well articles shared only with them.		#'''Public indication''': The Public indication field allows the user to choose whether customers will be able to view the article via the customers' Web interface. The default behavior for this field can be set from Tools > Options > Knowledge Base. Customers can access generic public articles as well articles shared only with them.
	#'''Attached Documents''': You can attach as many documents as you wish to an article from the article's Docs tab. The Docs tab will also display how many documents have already been attached to the article. Documents can be accessed via the client application or downloaded via the Web Interface.		#'''Attached Documents''': You can attach as many documents as you wish to an article from the article's Docs tab. The Docs tab will also display how many documents have already been attached to the article. Documents can be accessed via the client application or downloaded via the Web Interface.

Dina: /* Adding and Editing Articles */

2016-12-09T10:48:38Z

Adding and Editing Articles

← Older revision		Revision as of 10:48, 9 December 2016
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	#'''Category''': The Category field helps to categorize articles for better searchability. You can choose from any of the categories in the field’s pull-down menu, or define a new category by clicking the Edit List… link, which also appears in the pull-down menu.		#'''Category''': The Category field helps to categorize articles for better searchability. You can choose from any of the categories in the field’s pull-down menu, or define a new category by clicking the Edit List… link, which also appears in the pull-down menu.
	#'''Status''': The Status field can be set to Draft, Published, or Obsolete, depending on the current phase of the article. Using this field wisely helps the user to easily find articles later on. (Read more about this field under <u>Article Statuses</u>.) You can define the default Status for new articles from Tools > Options > Knowledge Base.		#'''Status''': The Status field can be set to Draft, Published, or Obsolete, depending on the current phase of the article. Using this field wisely helps the user to easily find articles later on. (Read more about this field under <u>Article Statuses</u>.) You can define the default Status for new articles from Tools > Options > Knowledge Base.
	#'''Public indication''': The Public indication field allows the user to choose whether customers will be able to view the article via the customers' Web interface. The default behavior for this field can be set from Tools > Options > Knowledge Base.		#'''Public indication''': The Public indication field allows the user to choose whether customers will be able to view the article via the customers' Web interface. The default behavior for this field can be set from Tools > Options > Knowledge Base. ustomers can access generic public articles as well articles shared only with them.
	#'''Attached Documents''': You can attach as many documents as you wish to an article from the article's Docs tab. The Docs tab will also display how many documents have already been attached to the article. Documents can be accessed via the client application or downloaded via the Web Interface.		#'''Attached Documents''': You can attach as many documents as you wish to an article from the article's Docs tab. The Docs tab will also display how many documents have already been attached to the article. Documents can be accessed via the client application or downloaded via the Web Interface.

Dina at 10:42, 9 December 2016

2016-12-09T10:42:52Z

← Older revision		Revision as of 10:42, 9 December 2016
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	[[File:~~Commit_knowledge_base_view_details_web~~.gif\|center]]		[[File:Commit_knowledge_base_preview_web.gif\|center]]

Dina: /* Viewing Articles Via the Customers Web Interface */

2016-12-09T10:41:02Z

Viewing Articles Via the Customers Web Interface

← Older revision		Revision as of 10:41, 9 December 2016
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	[[File:~~commit_knowledge_base_view_details_web~~.~~gif~~\|center]]		[[File:Commit_knowledge_base_view_details_web_cust.png\|center]]

Dina: /* Viewing Articles Via the Customers Web Interface */

2016-12-09T10:33:03Z

Viewing Articles Via the Customers Web Interface

← Older revision		Revision as of 10:33, 9 December 2016
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← Older revision		Revision as of 12:55, 8 July 2020
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	== Introduction ==		== Introduction ==
	The ~~CommitCRM~~ Knowledge Base is a module that allows users to manage articles, categorize them, attach [[Documents]] to them, and more, all from within ~~CommitCRM~~. Each article is assigned a title, problem description, and solution. The Knowledge Base can help technicians solve issues when on-site, and it can also allow customers to access articles, so they can resolve issues on their own		The RangerMSP Knowledge Base is a module that allows users to manage articles, categorize them, attach [[Documents]] to them, and more, all from within RangerMSP. Each article is assigned a title, problem description, and solution. The Knowledge Base can help technicians solve issues when on-site, and it can also allow customers to access articles, so they can resolve issues on their own

	Knowledge Base articles can be accessed via the client application and or by using the [[Web Interface]]		Knowledge Base articles can be accessed via the client application and or by using the [[Web Interface]]
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	===Viewing Articles Via the Client Application===		===Viewing Articles Via the Client Application===
	To view articles from within the client application, go to the Knowledge Base window and view the Articles List, which displays general information about each article, such as the Title, Category, and Status. The system administrator can determine whether an employee has access to this window via ~~CommitCRM~~'s Privileges (see [[Knowledge Base#Security and Privileges\|Security and Privileges]]).		To view articles from within the client application, go to the Knowledge Base window and view the Articles List, which displays general information about each article, such as the Title, Category, and Status. The system administrator can determine whether an employee has access to this window via RangerMSP's Privileges (see [[Knowledge Base#Security and Privileges\|Security and Privileges]]).

	Users can easily filter the Articles List to display only articles of specific types by selecting or deselecting the desired Statuses from the '''Quick Status filtering''' options listed in the Articles Search pane:		Users can easily filter the Articles List to display only articles of specific types by selecting or deselecting the desired Statuses from the '''Quick Status filtering''' options listed in the Articles Search pane:
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	===Viewing Articles Via the Employee Web Interface===		===Viewing Articles Via the Employee Web Interface===
	Employees can view articles via the Web interface from the KB Articles tab. The system administrator can determine whether an employee has access to this tab through ~~CommitCRM~~'s Privileges (see [[Knowledge Base#Security and Privileges\|Security and Privileges]]).		Employees can view articles via the Web interface from the KB Articles tab. The system administrator can determine whether an employee has access to this tab through RangerMSP's Privileges (see [[Knowledge Base#Security and Privileges\|Security and Privileges]]).

	Once in the Knowledge Base tab, employees can view the Articles List, which displays general information for each article, such as the Title, Category, and Status.		Once in the Knowledge Base tab, employees can view the Articles List, which displays general information for each article, such as the Title, Category, and Status.
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	When the article is already open, you can link a new document to it in two ways:		When the article is already open, you can link a new document to it in two ways:
	*Go to the Docs tab and click the New button in the bottom left corner.		*Go to the Docs tab and click the New button in the bottom left corner.
	*Drag and drop a file onto the ~~CommitCRM~~ application window. This automatically creates a Document and links it to the selected article.		*Drag and drop a file onto the RangerMSP application window. This automatically creates a Document and links it to the selected article.


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	==Knowledge Base Reports==		==Knowledge Base Reports==
	The ~~CommitCRM~~ Knowledge Base comes with a set of predefined reports, which allows the user to print out lists of articles or whole articles. All reports can be customized to display the results in your preferred layout.		The RangerMSP Knowledge Base comes with a set of predefined reports, which allows the user to print out lists of articles or whole articles. All reports can be customized to display the results in your preferred layout.

	To use the reports, go to the Reports window > Knowledge Base. Here you can see the list of predefined reports, such as Knowledge Base Article Details and Knowledge Base Articles List. You can select the report and click the Generate button to view the results.		To use the reports, go to the Reports window > Knowledge Base. Here you can see the list of predefined reports, such as Knowledge Base Article Details and Knowledge Base Articles List. You can select the report and click the Generate button to view the results.
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	==Importing Articles==		==Importing Articles==
	~~CommitCRM~~'s Import tool allows you to import articles (including the Title, Problem, Solution, and other fields) from input files, such as Excel™, or from other external databases. If you already have some kind of knowledge-base articles collection that you wish to import into ~~CommitCRM~~'s knowledge base, you can export the articles to external files and import them as articles into ~~CommitCRM~~. You may also connect directly to other systems databases and import the articles from there.		RangerMSP's Import tool allows you to import articles (including the Title, Problem, Solution, and other fields) from input files, such as Excel™, or from other external databases. If you already have some kind of knowledge-base articles collection that you wish to import into RangerMSP's knowledge base, you can export the articles to external files and import them as articles into RangerMSP. You may also connect directly to other systems databases and import the articles from there.

	When importing from Excel, each line in the input Excel file should contain the fields of a single article. When you import the file, the import tool will let you match the columns (each column represents a field) from the input file to the equivalent fields in the article database record.		When importing from Excel, each line in the input Excel file should contain the fields of a single article. When you import the file, the import tool will let you match the columns (each column represents a field) from the input file to the equivalent fields in the article database record.

	To import articles into ~~CommitCRM~~, follow these steps:		To import articles into RangerMSP, follow these steps:
	#Go to Tools > Import & Export > Import Knowledge Base Articles.		#Go to Tools > Import & Export > Import Knowledge Base Articles.
	#Provide the input file when asked		#Provide the input file when asked
	#Map the input file fields to ~~CommitCRM~~'s database fields		#Map the input file fields to RangerMSP's database fields
	#Provide default values for fields that do not exist in the file		#Provide default values for fields that do not exist in the file