Knowledge base
In this section the supervisor can view all knowledge base articles that were proposed, approved, published, scheduled, expired and rejected. The supervisor can filter this list of articles to view only those which proposed by agents and sent for approval.
To update/approve/reject an article, perform the following steps:
- Select the article.
Details related to the article will appear on selection. - Select the relevant value from the KB Status drop-down.
- Edit the Solution Details if necessary.
- Click Update Article.
The following table describes the column titles:
Column titles | Description |
|---|---|
Submitter | Displays the agent's name who submitted the article |
Description | Displays the articles solution |
KB status | Displays the current status of the article |
Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*