Knowledge Centre

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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

Related Articles

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