Knowledge Base Option on the mySupport Portal

You can display knowledge information on mySupport in two ways:

• From a navigator link, you can display a full-screen feed of knowledge entries with a search bar at the top.

  

• In the Knowledge Base component, you can display knowledge entries in sections for Most Popular, Newest, and Category.

  

Knowledge entries can be designated with a status of Approved External - Requires Authentication or Approved External; knowledge entries appear on a mySupport portal according to assigned status. A mySupport portal designated as Public Knowledge Only will include only knowledge entries with an Approved External status.

Following Knowledge Entries

If configured, customers can follow a knowledge entry, its author, and/or its category (if categories are enabled to display on a mySupport portal).

• If you follow a knowledge entry, updates will reload it in the Global News Feed.
• If you follow an author, any entries created by the author will appear in the Global News Feed.
• If you follow a category, any entries created with the same category will appear in the Global News Feed.

Adding Feedback

If the Facebook Comments tab is configured to appear in the Knowledge Entry screen, and a customer is currently logged into Facebook, he/she can enter a comment and click the Comment button to post it to the knowledge entry. If you select Post to Facebook, it will also go on your Facebook wall with a link back to the knowledge entry. If the customer does not post to Facebook, the comment will be added to the Facebook Comments tab.

If the customer is not logged into Facebook, the Comment Using dropdown could be used to log into Facebook via Facebook, Yahoo, AOL, or Hotmail.

If the Facebook Comments tab is not configured to appear in the Knowledge Entry screen, use the Create Discussion Post button to enter comments. Authentication is required in order to post a comment, and discussion posts aren’t included in history. If configured, these posts will appear on the Discussion Posts tab in the knowledge entry.

Authenticated customers can also give feedback by clicking the Like button. The number of likes can be configured to appear in the Knowledge Entry screen as well as in news feeds. After a like, the Unlike button will replace the Like button in the knowledge entry.