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Important Features to Look for in a Knowledge Base

Here are a few features that you should look for in a knowledge base.

Knowledge Base Accepts Attachments and Screen Shots

Sometimes a picture is worth a thousand words. With a good knowledge base software system, files and screen shots can be attached to knowledge base records for further documentation. Attachments that are audio and video presentations of typical "How To" questions are excellent examples. The files are indexed by the knowledge base search engine and become part of the knowledge base software system.

Import Third Party Knowledge Bases for Agent and Customer Self-Help

This provides the ability to purchase knowledge bases from third party vendors and import for use in your own knowledge base software system. Assign security levels to knowledge records This provides the ability to assign a security level to knowledge base records, agents and customers. Accordingly, agents and customers can only view knowledge base records designated with the matching security level in their profile.

Knowledge Base Approval Process

All new knowledge base records must go through an approval process.

"Contact Me" option

After a customer reviews knowledge base records in a customer service self-help portal, if no records answer the query, the customer can request someone contact them. By clicking a "Contact Me" hyperlink, the knowledge base software application automatically creates a service request with the search criteria already tried by the customer. This service request also documents the possible need for new knowledge base information to fill voids.

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