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 FootPrints 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.