Knowledge Centre

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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

Related Articles Service Manager Experimental Features Mapping Fields in Progressive Capture Custom Forms

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

When a user enters text into the Summary field on the Request Details progressive capture form, or into a field on a custom progressive capture form which is mapped to the h_summary field, any relevant or matching knowledge will present itself in the knowledge centre in progressive capture. This is represented by icons for:

• FAQ's
• Known Issues
• Catalog Items
• Requests (User app only)

Against each icon will be a number, this number represents the number of possible knowledge matches there are in the Knowledge Centre for this particular entity.

To view the knowledge matches, click on one or any of the icons to open the Knowledge Centre.

If other progressive capture forms are used before or after the Request Details or a custom form which has a field mapped to the h_summary field, this will filter the matching results dynamically.

The progressive capture forms which influence the knowledge centre results and their logic is explained below.

Using The Knowledge Centre in the User App

When opening the Knowledge Centre as an agent the following options are available from within the User App.

• Requests

• View any matching requests Summary and Description
• Open any matching requests in another tab
• Elect to link the newly created request to existing request/s using the Link option (This will occur once the progressive capture has completed and a request has been raised)

• Known Issues

• View the Known Issue and any published workaround
• Link the customer to the Known Issue as an affected user

• Catalog Items

• View other matching Catalog Item options (from the services the customer is subscribed too)
• Switch to a different / More Relevant Catalog Item for the customer (All previous Progressive Capture information will be lost)

• FAQs

• View FAQs and their embedded media

Using the Knowledge Centre on the Customer or Service Portals

When opening the Knowledge Centre as a customer the following options are available from within the Customer or Service Portal

• Known Issues

• View the Known Issue and any published workaround
• Link yourself to the Known Issue as an affected user

• Catalog Items

• View other matching Catalog Item options (from the services the customer is subscribed too)
• Switch to a different / More Relevant Catalog Item (All previous Progressive Capture information will be lost)

• FAQs

• View FAQs and their embedded media

How is Knowledge Matched and Filtered

As different progressive capture forms are used in each progressive capture flow, the knowledge will automatically filter based on both the forms used and the choices made on each form. The possible knowledge can both narrow and expand dependant on the inputs chosen, the progressive capture forms used and the order in which they appear.

• The icons will only appear once there are possible knowledge matches
• If the icons disappear after being displayed, this indicates that no knowledge exists that matches all the criteria from all the progressive capture forms used

Forms

The following progressive capture forms have been adapted to work with the knowledge centre and inputs to these forms fields will invoke knowledge centre searching and or filtering

• Search Customer / Search Co-worker / Search Contact - When a customer is selected this will act as a filter and only show knowledge linked to services they are subscribed too when using the other progressive capture forms listed below.
• Request Details - When a user enters text into the Summary field any matching terms will return possible matching knowledge i.e the more words the more possible matches.

• Hornbill has excluded all One and two letter words from the matching algorithm

• Custom Forms - Customers can use the knowledge centre on custom forms. The searching and matching is limited to one customer designated field, the chosen field which they wish to use must be mapped to the h_summary field in the progressive capture custom form configuration.
• Service Details - Once a service is selected the available knowledge matches will be limited to knowledge which is available against the chosen service
• Category - if a category is selected the available knowledge will be filtered by the chosen category

Where requests are returned as possible knowledge in the user app, agents will only see requests which they are entitled to see for the customer, based on the teams they belong to and the services they support

What fields are being searched on

When the knowledge centre is enabled, the following fields will be searched for a match

• Requests - Summary & Description (in the user app only)
• FAQs - Question & Answer
• Known Issues - Description & Workaround
• Catalog Items - Title & Description