Knowledge - Features and Configuration

Configuring iSupport Knowledge Functionality

iSupport’s Knowledge functionality enables you to author, approve, and access knowledge entries which can be accessed by customers via the mySupport Desktop and by support representatives via the Desktop and the Incident, Problem, and Change screens.

Basic Configuration

Set basic Knowledge options, including approval, feedback, RightAnswers integration, and custom status labels, via the Feature Basics screen. Note that you can enable features at any time.

Set up categories, which are which are custom values that you create for describing incidents, knowledge entries, problems, and changes. (Note that the same category set is used with all of those features.) A category combination is required when entering a knowledge entry because knowledge entry searches performed in the Incident, Problem, and Change screens are based on the selected category combination.

If applicable, configure roles/permissions for support reps and rep groups using Knowledge functionality via the Support Representatives screen.

Creating Knowledge Entries

You can manually create knowledge entries via the Knowledge Entry screen.

You can configure a prompt for automatic creation of a knowledge entry when an incident or problem is closed; enable this prompt via the Incident Management Feature Basics and Problem Management Feature Basics screens.

Customizing iSupport Defaults

iSupport includes a default Knowledge screen layout with a comprehensive set of fields for tracking Knowledge data, but you can redesign it to include fields and tabs that are specific to your company. You can include a mySupport URL field in the Knowledge entry screen for support representatives to give to customers for accessing a knowledge entry on a mySupport portal.

If there are fields you need for the Knowledge entry screen that are not included in iSupport by default, you can create custom fields.

Sending Notifications

You can use Knowledge rules to send Desktop and email notifications when specified conditions based on Knowledge record fields or events are met; for example, you can configure a rule to send a notification when a knowledge entry status changes.

You can use or copy and modify iSupport's default notifications, or you can create new custom notifications. You can include data from work items and designate any applicable recipients.

You can send correspondence email from the Knowledge screen. Correspondence can include data from Knowledge records; correspondence templates can be utilized, and an Others to Notify list can be used for keeping those not directly involved in the loop.

Using Workflow Features

You can perform knowledge entry searches based on categorization in the Incident screen; when a knowledge entry is found, the Capture Solution feature will paste the issue description and resolution from the knowledge entry into the record.

You can enable an approval workflow with status levels to ensure accurate and complete knowledge entries. Default approval status levels are In Progress, Approved External, Approved Internal, Pending Approval, and Declined; enable approvals and customize these levels in Feature Basics. Designate support representatives as approvers via the Support Representatives screen.

You can use Knowledge rules to automatically change field values on Knowledge records and create incidents and changes with an applied template.

You can display knowledge entries on mySupport portals via a Knowledge Base component with Most Popular, Newest, and Category sections; the knowledge entry display screen layout can be customized. Customers can follow and "like" knowledge entries, and post comments on knowledge entries to Facebook and discussion feeds.

You can enable integration with RightAnswers, which enables support representatives to access subscription-based knowledge content for common PC hardware, software, and network issues. (RightAnswers is a third party application.) Contact iSupport Technical Support for assistance if you have purchased RightAnswers.

You can use webhooks to post Knowledge data to a web application via Knowledge rules.

Managing Knowledge Entries

You can use the Action menu in the View component on the Desktop to perform actions such as opening or deleting multiple entries.