Understanding Knowledge Base

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Knowledge Base is a collection of information stored in the system used to extract inferences and suggest solutions to problems. The Knowledge Base page can be accessed by clicking the Knowledge Base link on the menu bar. The Knowledge Base entries help you provide solutions to your problems based on your ticket categorization and solution documentation.

It also enables you to store several versions of a file for an entry that can be retrieved with the Knowledge Base entry. These entries can be added only after selecting the appropriate ticket categories in the list page, as shown in Figure 1. To add a Knowledge Base entry after selecting the categories, click the Add a Document link on the Knowledge Base page.

 

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Figure 1 Knowledge Base for Help Desk

Viewing Knowledge Base Details

The View Knowledge Base page provides an overview of the entries in the Details, File Details, and Record Details sections, as shown in Figure 2.

The following tabs are displayed on the View Knowledge Base page:

Modify - enables you to add a new version of the document to the Knowledge Base entry.
Delete - enables you to delete a document.
Download File - enables you to download an attached document.

This option is only available if the Knowledge Base entry has an attached document.

View File Contents - enables you to view the attached document.

 

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Figure 2 The Knowledge Base Details Page