Difference between revisions of "Knowledge Centre"

Revision as of 20:35, 14 March 2018

Home > Service Manager> Knowledge Centre (Experimental)

Introduction

This feature allows agents and customers to be presented with relevant knowledge when using progressive capture in the user app and the customer and service portal (selectively). Knowledge is presented in the form of FAQs, Known Issues, Catalog Items and Requests (User app only).

Possible knowledge matches are continually filtered based on the inputs to different progressive capture forms in the progressive capture flows.
Users can view and interact with potential knowledge in Progressive Capture

Enabling the Knowledge Centre

guest.app.experimental.hornbillKnowledgeCentre

Default is Off
If enabled you will also need to enable which interfaces will see the knowledge centre in progressive capture, this is controlled by the following system settings:

guest.app.knowledge.customer

Default is Off
If enabled, shows the relevant knowledge when a user log a new request in the Customer portal

guest.app.knowledge.service

Default is Off
If enabled, shows the relevant knowledge when a user log a new request in the Service portal

guest.app.knowledge.user

Default is Off
If enabled, shows the relevant knowledge when a user log a new request in the user app

How does it work

Using The Knowledge Centre in the User App

Using the Knowledge Centre on the Customer or Service Portals

@@ Line 6: / Line 6: @@
 |style="width:73%"|
 ==Introduction==
+This feature allows agents and customers to be presented with relevant knowledge when using progressive capture in the user app and the customer and service portal (selectively).  Knowledge is presented in the form of FAQs, Known Issues, Catalog Items and Requests (User app only).
+* Possible knowledge matches are continually filtered based on the inputs to different progressive capture forms in the progressive capture flows.
+* Users can view and interact with potential knowledge in Progressive Capture
 |style="width:5%"|
@@ Line 16: / Line 19: @@
 |}
-== Knowledge Centre ==
+==Enabling the Knowledge Centre==
-This feature allows agents and customers to be presented with relevant knowledge when using progressive capture in the user app and the customer and service portal (selectively)
 '''guest.app.experimental.hornbillKnowledgeCentre'''
@@ Line 32: / Line 34: @@
 :* Default is '''Off'''
 :* If enabled, shows the relevant knowledge when a user log a new request in the user app
+==How does it work==
+==Using The Knowledge Centre in the User App==
+==Using the Knowledge Centre on the Customer or Service Portals==
 [[Category:Service Manager]]