Knowledge base administration

The Knowledge Base is a place to record, organize, and manage important information for a FootPrints Workspace.  This can include, but is not limited to: Solutions to common problems, answers to Frequently Asked Questions, patches, and documents.  By utilizing the Knowledge Base feature, you can turn the past experiences of individual customers and Agents into a database of Solutions for all Workspace members.  This can assist in Agents in finding resolutions to recurring problems and in empowering customers to find answers to their questions without submitting a Request.

The following administration options are available for the Knowledge Base:

• Knowledge Base Approvals —Require Solutions to be approved before being published.
• Manage External Knowledge Bases —Add, edit, and re-order the external Knowledge Bases available for searching by Agents.
• Field-Availability —Exclude some fields from the Solution form.
• FAQ-Administration —Create and manage FAQ categories in the Knowledge Base.
• Auto-Filter Fields —Select fields to use as filters on Knowledge Base searches from the Issue create/edit form.
• Auto-Suggest Solutions —Display suggested Knowledge Base results to users before accepting their Issue submission.
• Auto-Close Issues —Auto close Issues when a user selects a Solution.