Using the Knowledge Base

NABD's Knowledge Base is a resource library for your customers and agents. They will look here for articles and advice on your products and services. Make sure you pay close attention to your customer's needs when setting up your Knowledge Base to make it a great resource for them.

Setting up a Knowledge Base is an incremental process. A good Knowledge Base can improve the self-service process and boost your agent's productivity.

Setting up Knowledge Base categories

To keep your Knowledge Base organized, NABD allows you to set up categories and you can then group your articles under these category headings. Make sure you create categories based on your customer's needs – such as common problems, issues, troubleshooting information, FAQ, how-to articles, and more – using the words and phrases they would use when searching for help.

To set up Knowledge Base categories:

• From your left main menu, select Admin.
  
  

• From the Admin Panel, select Knowledge Base Category.
  
  

• On the Knowledge Base Category page, click actions,
  then Add Category.
  
  

• On the Case category dashboard, add the category name. Adding a description is a good idea too.
  
  

• If you want to display the category on customer portal screen or Mobile landing page check these check boxes and enter title and image for the category.

• If you want to enter the new category as a subcategory under another category just select parent category from the tree.

• If you're finished, click Save and close.
  
  
  
  
  This category now appears in the NABD Knowledge Base. Your next step is to add Knowledge Base articles to this category.

To edit a Knowledge Base categories:

1. click actions,
   then Edit Category.
   
   

   
   

2. If you're finished, click Save and close.
   
   
   
   
   This category now modified in the NABD Knowledge Base.

To delete Knowledge Base categories:

1. click actions,
   then Delete Category.
   
   

   
   

2. Press OK to confirm the deletion.
   
   
   
   
   This category has been deleted from NABD Knowledge Base.

Adding Knowledge Base articles

Knowledge Base articles are an important tool in helping users and customers resolve cases. Adding new Knowledge Base articles is essential – as new issues arise remember to add any critical information here. In the future, users can reference this information and provide a quick resolution.

To add a Knowledge Base article:

1. On your NABD main menu, select Knowledge Base.
   
   

2. From the Knowledge Base menu, select Knowledge Base Articles.
   
   

3. On the Knowledge Base Category page, click actions,
   then Add Article.
   
   

4. On the Add Knowledge Base page, add the information you want to include in the Knowledge Base article.
   
   Type the article title and content.
   
   
   
   

5. upload any files:
   
   

6. Article Settings:
   you can select the category where the article can be shown under it.
   
   

7. Select the Article version:
   
   

8. Enter tag and choose the visibility:
   
   

9. If you want to display the article in customer portal screen or mobile landing page  check these check boxes and enter title for the article and image

If you're finished, click Save and close.



This article now appears in the NABD Knowledge Base.

To search for a Knowledge Base article:

1. On your NABD main menu, select Knowledge Base.
   
   

2. From the Knowledge Base menu, select Search Knowledge base.
   
   

3. On the Knowledge Base page, select the search criteria you want to use. You can search on Knowledge Base or search on cases or search on knowledge Base and cases.
   
   

4. Click Search.
   
   The applicable Knowledge Base articles appear.

5. There is another way to search from any screen in header ,Just type what you want to search about and all articles and cases related to this topic will be displayed.