Configuring Knowledge Feature
Basics Configuring Knowledge Feature
Basics
Knowledge
- Features and Configuration 
iSupport
Knowledge Features
Configuring
iSupport Knowledge Functionality
Core configuration options for knowledge functionality include approval and RightAnswers options as well as custom status labels. Knowledge Management Basics Tab Example
Use Knowledge Approval |
Select Yes to enable knowledge approval functionality. Support representatives are designated as knowledge approvers in their Support Representative record. |
Default Reviewer Type |
Select the type of reviewer to populate the Reviewer field in the Knowledge Entry screen by default: the author or a selected support representative. The reviewer will be sent a notification that will function like the current Followup feature; the Knowledge Entry Review agent will look for entries that match the review date specified in a knowledge entry and send a newsletter-style email to the reviewer. Like the Followup feature, if you use a custom notification it sends an individual email for each knowledge entry instead of the newsletter style. |
Default Reviewer |
If Other was selected in the Default Reviewer type field, select the support representative to populate the Reviewer field in the Knowledge Entry screen. |
Knowledge Review Notification Mapping |
Select the notification to be sent to the reviewer or select Create New to access the Custom Notification screen. The Knowledge Entry Review agent (specified on the Agents tab) will search for entries that match the review date specified in a knowledge entry and send a notification to the reviewer. If the iSupport Default notification is used, a newsletter-style email will be sent; if a custom notification is used, a notification will be sent for each knowledge entry. |
On the Custom Status Label tab, enter custom status labels for the knowledge statuses of In Progress, Pending Approval, Approved External, Approved External – Requires Authentication, Approved Internal, and Declined.
Use the Feedback tab to configure a prompt to display at the top of the Knowledge Entry screen along with two response choices on mySupport, and if enabled, to support representatives. You can use the Knowledge Feedback data source in the view designers to build views for knowledge feedback data.
Enable Knowledge Feedback for Customers |
Select Yes to include a question with two response choices at the top of the knowledge entry screen on mySupport, and if enabled, to support representatives. |
Allow Support Reps to Respond |
Select Yes to display the question and response choices at the top of the Knowledge Entry screen accessed via the Desktop. |
Question |
Enter the question text to be included at the top of the Knowledge Entry screen. |
Choice One |
Enter the text for the first response choice. |
Choice Two |
Enter the text for the second response choice. |
Feedback Submitted Message |
Enter the text to appear after the user clicks on a feedback choice. |
iSupport's Capture Solution feature enables you to display and copy/paste
information from a knowledge entry matching the selected category set
into related fields in an incident. These entries
will appear in the view frame at the bottom of the
screen automatically (if configured in the category configuration screen)
or after the View | 
Knowledge
icon is selected. Note that the Capture Solution feature does not retain
any images inserted via the toolbar in the Knowledge Entry screen.
On the Capture Solution tab in the Knowledge Management Basics screen, select Yes in the fields from which information can be copied when the Capture Solution feature is used in the Incident, Problem, and Change screens. If the mySupport URL field is enabled, you can use the Link Text field to enter clickable text that will appear in place of the mySupport URL.
Use the RightAnswers tab to configure subscription-based knowledge content for common PC hardware, software, and network issues. RightAnswers is a third party application integrated with but not included in iSupport; contact iSupport Technical Support for assistance if you have purchased RightAnswers.
Use RightAnswers |
Select Yes to enable integration with RightAnswers. |
Search Description |
Select Yes to include the incident’s issue description in the search query when a support representative uses the RightAnswers feature in the Incident screen. |
Search Categories |
Select Yes to include the incident’s category set in the search query when a support representative uses the RightAnswers feature in the Incident screen. |
Select Yes to enable the Knowledge Entry Review agent to search for entries that match the date review date specified in a knowledge entry and send a notification to the reviewer. If the iSupport Default notification is used, a newsletter-style email will be sent; if a custom notification is used, a notification will be sent for each knowledge entry. After selecting Yes, use the Time Agent Should Run Each Day field to select the time the agent should run.
