Knowledge Base
The Commit Knowledge Base is a module that allows users to manage articles, categorize them, attach documents to them, and more, all from within Commit. Each article is assigned a title, problem description, and solution. The Knowledge Base can help technicians solve issues when on-site, and it can also allow customers to access articles, so they can resolve issues on their own
Knowledge Base articles can be accessed via the client application and or by using the Web interface
The Knowledge Base provides the following benefits:
- Better and faster customer support: Access to the Knowledge Base provides quicker problem resolution for the employee and 24 x 7 Web customer self-service.
- Reduced operational costs: When employees and customers can solve problems more independently, call volume is lowered, allowing support representatives to service more customers.
- Reduced employee training time: The Knowledge Base enables new and existing employees to acquire job knowledge faster, reducing training time and providing higher job quality.
- Centralized and retained employee knowledge: A centralized Knowledge Base prevents knowledge from leaving when an employee leaves the company.
Viewing Articles
Knowledge Base articles can be viewed via the client application or from both the employee’s or customer’s Web interface.
Viewing articles via the client application:
Views can be switched from the View menu. You can set the default view from Tools > Options > Knowledge Base > Default View.
Viewing articles via the Web interface:
Viewing Articles Via the Client Application
To view articles from within the client application, go to the Knowledge Base window and view the Articles List, which displays general information about each article, such as the Title, Category, and Status. The system administrator can determine whether an employee has access to this window via CommitCRM's Privileges (see Security and Privileges).
Users can easily filter the Articles List to display only articles of specific types by selecting or deselecting the desired Statuses from the Quick Status filtering options listed in the Articles Search pane:
Default Quick Status filtering options can be determined from Tools > Options > Knowledge Base.
For more advanced search options, use the text search or the category search. (Read more about advanced searching options under Searching for Articles).
After clicking on an article from the Articles List, the contents of the selected article will appear in the bottom half of the screen. The following parts will be displayed:
- Preview: In this tab the article is presented as a whole, in a formatted display, showing the Title, Problem, and Solution in a single window
- Edit: From this tab you can edit the article itself (see Adding & Editing Articles)
- Docs: From here you can see which documents are currently attached to the article and you can also attach documents to be linked to the article (Read more about linking documents to articles under [[Knowledge Base#Document Attachement|Document Attachment).