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</style><p><strong>In this guide we will cover:</strong></p><p data-pasted="true"><strong>- What is the Knowledge Base?</strong></p><p><strong>- Knowledge Base Permissions</strong></p><p><strong>- Viewing, Editing and Adding Articles</strong></p><p><strong>- Article Owners</strong></p><p><strong>- Cloning Articles</strong></p><p><strong>- Reporting on Articles</strong> </p><p><strong>- Article Suggestions</strong></p><p><br></p><p><br></p><p>This guide provides an introduction to the Knowledge Base in Halo, highlighting some of it's key features. Not all knowledge base features are mentioned in this guide, for a comprehensive list of the features available checkout: <a href="https://www.usehalo.com/guides/2846" target="_blank" rel="noopener noreferrer">Contents of Knowledge Base Guides.</a></p><p><br></p><p><strong><br></strong></p><p><strong><span style="font-size: 14pt; color: rgb(0, 0, 0);">What is the Knowledge Base?</span></strong></p><p>The Halo knowledge base functionality is used internally in the system by agents to ensure efficient resolution of common incidents, but it is also used externally by end-users on the self-service portal. This allows end-users to “self-serve” and fix their own problems without logging a ticket.</p><p><br></p><p><strong><span style="font-size: 14pt;">Knowledge Base Permissions</span></strong></p><p>In order to access the Knowledge Base module agents must have the following permission:</p><ul><li>Knowledge Base Access Level</li></ul><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM2Yzc1NTEwLWI3MTAtNGVmNS04Zjc3LTAyNTc1ZDY4ZjQxNCJ9.m0lEoR2_fe0JdGFySoNgvUbF27nwGyj_EQDhzoQq9fA" class="fr-fic fr-fil fr-dib" width="937" style="width: 939px; height: 427.033px;" height="427"></p><p><strong><span style="font-size: 10pt;">Fig 1. Knowledge Base Access Level</span></strong></p><p><strong><br></strong></p><p><strong>No Access -</strong> The agent will not be able to see/access the knowledge base module. </p><p><strong>Read Only -</strong> The agent will be able to read articles in the knowledge base, but not edit them. </p><p><strong>Read and Modify -</strong> The agent will be able to read articles and edit in the knowledge base, but not delete them. </p><p><strong>Read, Modify and Delete -</strong> The agent will be able to read, edit and delete articles and edit in the knowledge base. </p><p><br></p><p>An agent's permission sets their base level access to the knowledge base as a whole, however the exact articles within the knowledge base and agent can see/edit is can be controlled more granularly. </p><p><br></p><p>For information on configuring agents' access to knowledge base articles see our guide <a href="https://www.usehalo.com/guides/2536" target="_blank" rel="noopener noreferrer">here</a>. </p><p><br></p><p data-pasted="true">For information on configuring users' access to knowledge base articles see our guide <a href="https://www.usehalo.com/guides/2044" target="_blank" rel="noopener noreferrer">here</a>. </p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Viewing, Editing and Adding Articles</span></strong></p><p>To view and add articles, head to the knowledge base by clicking on the knowledge base module (books icon) in your navigation menu.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEwNTUwZTU5LTFjZDUtNDM2MS1iYzg1LWRkZjAwYmQxMDUwNiJ9.8sa0NLhl8v2SBnwz1_b3TVghlx3s0DqhAec-NqFue2E" class="fr-fic fr-fil fr-dib" width="113" height="115"></p><p><strong><span style="font-size: 10pt;">Fig 2. Knowledge Base Module on the Navigation Menu</span></strong></p><p><br></p><p data-pasted="true">This takes you to the main screen for articles.</p><p><br></p><p data-pasted="true">The view you see in your knowledge base module will depend on the option selected in the "Agent app KB area view" dropdown.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkZGI1ZjBmLTU4ZWItNDQxZS1hNGQ2LTJiZGJhOWRjY2Y0NSJ9.wG_uYCTvooDXHaf9Em_bxS3_UBEACePkJJ3XWvWivuc" class="fr-fic fr-fil fr-dib" width="1494" style="width: 1496px; height: 622.208px;" height="622"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 3. "Agent app KB area view" dropdown</span></strong></p><p><br></p><p data-pasted="true">If "FAQ List Tree" is chosen the knowledge base will display as shown in Figure 4.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM5NjVmZjhjLTAyNjItNGJmYi1hMjBjLTMzOGQ1NjZiODY3NiJ9.EA9C9HdUO80xtNf38-n7hxoS6-0uwNPLvjHTeejW67Q" class="fr-fic fr-fil fr-dib" width="1505" style="width: 1507px; height: 722.441px;" height="722"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 4. "FAQ List Tree" view of the knowledge base</span></strong></p><p><br></p><p data-pasted="true">If "KB Search Screen" is chosen the knowledge base will display as shown in Figure 5.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQxZGU5YmUwLWU2NDMtNGI4MS1iMzVhLWI4MGEwNDkxNDZkMiJ9.RqBimsejhUwP_YNw7sh5hl9t_l1WRY5XfyB0Nr8MJ8c" class="fr-fic fr-fil fr-dib" width="1505" style="width: 1507px; height: 483.916px;" height="484"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 5. "KB Search Screen" view of the knowledge base</span></strong></p><p><br></p><p id="isPasted">The 'FAQ List Tree' view displays your FAQ lists down the left hand side of the page, allowing you to expand each list to see any sub-lists within these, and articles under those lists. </p><p><br></p><p>The 'KB Search Screen' view allows you to search within a specific FAQ list, useful if you have a lot of articles within each FAQ list. Agents can choose which FAQ list they would like to search in (including searching in all) by selecting the FAQ list then entering their search term. Agents can also browse all the articles within an FAQ list by selecting one of the FAQs from this screen. </p><p><br></p><p><strong><span style="font-size: 12pt;">What are FAQ Lists?</span></strong></p><p data-pasted="true">FAQ Lists are a means of categorising/grouping different articles in the knowledge base for an enhanced and efficient user experience. FAQ lists can have multiple levels, allowing you to make your organisation of articles more granular. Each FAQ list can be assigned to another FAQ list (referred to as an FAQ group) creating a heirarchy in which the FAQ list sits under the assigned group. Articles can then be assigned to the FAQ list and/or FAQ group to control how it is categorised. </p><p><br></p><p>When viewing the knowledge base using the 'FAQ List Tree' view FAQ lists will display as shown in Figure x. Agents can expand/collapse FAQ lists to see the other FAQs and articles within them.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIzYWE3OTM1LTEzMzYtNGRkNy04YzZlLWZmYzFiZmQ4YTk3ZiJ9._MAgD3lXbHF2_VY8pnkYikoREOblSIiCsUZLGXnCI08" class="fr-fic fr-fil fr-dib" width="1069" style="width: 1071px; height: 610.238px;" height="610"></p><p><strong><span style="font-size: 10pt;">Fig 6. FAQ Lists in the Knowledge Base</span></strong></p><p><br></p><p>For more information on configuring and using FAQ lists see <a href="https://www.usehalo.com/guides/2043" target="_blank" rel="noopener noreferrer">our dedicated guide here.</a></p><p><br></p><p><strong><span style="font-size: 12pt;">Bulk Editing Articles </span></strong></p><p>The "All Articles" button will show a list of all articles that agent has access to, and its corresponding details. In Configuration > Knowledge Base > Articles, you can also enable "Allow Agents with edit permissions to bulk edit Articles in the 'All Articles' view". This will show an additional checkbox at the side of each article in the list, which will allow agents with edit permissions to bulk update FAQ lists or Tags.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRiNzg0YTk1LWFlZmUtNGVhNS1iZjRiLWVkY2Q3ZjI1NTg5OSJ9.KEtP9qnZwP-EFR3w6-vBTfRCZN4UcDOI-Hr2mAeO51A" class="fr-fic fr-fil fr-dib" width="572" height="392"></p><p><strong><span style="font-size: 10pt;">Fig 7. Bulk editing knowledge base articles</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Creating an Article</span></strong></p><p data-pasted="true">If you are in the 'FAQ List Tree view' view, click on "New Article" to create an article.</p><p><br></p><p>If in the 'KB Search Screen' view, click "Add" in the top right to create an article.</p><p><br></p><p>From here there are various fields to complete against the article, each relating to a different knowledge base function. The title description and resolution of the article make up the content of the article, viewed by agents and end users. The "FAQ Lists that this Article appears on" will assign the article to these FAQ lists, used to group and organise articles. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY0OGZjZDk4LTlkNWMtNGQ5Ny1iY2Y2LTFlNmE0NWI1NmVkOCJ9.1TDGd4EJai5B9fQe48Vle-BcvoeH99fOjO_P5Yriub0" class="fr-fic fr-fil fr-dib" width="1696" style="width: 1698px; height: 841.888px;" height="842"></p><p><strong><span style="font-size: 10pt;">Fig 8. New Article </span></strong></p><p><br></p><p>The "Tags" field is used to add tags onto articles, which are used to return results when searching on articles and when using the resolution finder. </p><p><br></p><p>You can set who can access it - restricting it by team for instance. This is particularly useful when you have a large number of articles, as it stops technicians having to search through a number of articles which are not relevant to their role. There are various ways to restrict agents and users' access to articles, we recommend reading our dedicated guides for information on this. </p><p><br></p><p><strong><span style="font-size: 12pt;">Article Drafts and Versions</span></strong></p><p>If you would prefer agents to not edit content directly in the knowledge base, and instead require changes to be reviewed/approved before being published you can make use of our <a href="https://www.usehalo.com/guides/2047" target="_blank" rel="noopener noreferrer">article drafts</a> functionality, covered in a dedicated guide <a href="https://www.usehalo.com/guides/2047" target="_blank" rel="noopener noreferrer">here</a>. </p><p><br></p><p>If you would like to keep a record of each change to an article, storing each change as it's own version, rather than allowing agents to edit the original, you can make use of our <a href="https://www.usehalo.com/guides/2047" target="_blank" rel="noopener noreferrer">article versioning</a> functionality, covered in a dedicated guide <a href="https://www.usehalo.com/guides/2047" target="_blank" rel="noopener noreferrer">here</a>. </p><p><br></p><p><strong><span style="font-size: 12pt;">Adding Videos to Articles</span></strong></p><p>Adding videos to your articles can be an excellent method of making your knowledge base more engaging for end-users, particularly if you are looking to make your articles available on your end-user portal.</p><p><br></p><p>On any article (when in edit mode) simply click on the video camera icon to add a video. There are 2 methods of adding videos to articles:</p><p><br></p><ol><li>Insert a link: Click on the link icon and add in the URL of the video you wish to link the article to, then click insert.</li><li>Embedded code:</li></ol><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY3NzM0MzQ2LWVjY2MtNGZiMy1iY2VhLTAzZTZkYTI3NTRlOSJ9.QCNE-M3hZNWL3Si-pKsPXz0mI1Ray5RmOjdTG2jcizw" class="fr-fic fr-fil fr-dib" width="374" height="480"></p><p><strong><span style="font-size: 10pt;">Fig 9. Adding a video to an article</span></strong></p><p data-pasted="true"><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Article Owners</span></strong></p><p>Each article can have specified 'owners', used for automating processes around articles. For example, when using<a href="https://www.usehalo.com/guides/2047" target="_blank" rel="noopener noreferrer"> article drafts</a> to process articles approval processes can be based on the owner of the article, allowing the article owner to approve any changed. The owners of an article are set using the 'Owners' table against an article. Multiple agents can be added to this table.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRjNTgwMmYyLWQzMmYtNDE1NS1hOGQ2LTk3ZGM3YTMyZGE2NiJ9.ld290xWX407LvWjY3djB1lY7SvBgr5zPRVVqzpFqyww" width="709" style="width: 711px; height: 187.993px;" height="188" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 10. Article Owners Table</span></strong></p><p><br></p><p>When creating new articles, if no owners are specified it will default to the agent creating the article.</p><p><br></p><p>Teams can be added as owners in addition to individual agents. When adding an owner, a selection can be made between team or agent, and then owners added.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY4ODIyOTMyLWU1YjAtNDc0Ni05N2NkLTliYTkzY2ZhY2I1YyJ9.4i29LDEybYklMyAKyx6cpkxeujCsz7jvOzApF1hfufw" width="711" height="403" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 11. Adding owners</span></strong></p><p><br></p><p>The table will specify when it is a team like below.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFhYzIzNDg5LTMwODItNGZhNi05YmZmLTk3ZTIxZmEzZWZjZCJ9.sLCSM9YJ7R9Bfu6Vq4i-t7doG4I9ggd826ItehIeLvU" width="1296" height="285" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 12. Teams and agent owners</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Cloning Articles</span></strong></p><p>Articles can also be cloned after creation, which is a useful feature if the information in it is relevant for another guide you would like to create.</p><p><br></p><p>A "Clone" button will show at the top of the article</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc4NjYzZDVhLTg3YjMtNDRjNy1iMDE0LTBkOTdmYjRmZGNiMCJ9.CL2Xl3p0x4VyHqRHf5PR4iX_brnIVZBlH0EzLyUjyRA" class="fr-fic fr-fil fr-dib" style="width: 1217px; height: 594.868px;" width="1215" height="595"></p><p><strong><span style="font-size: 10pt;">Fig 13. Clone button on an article</span></strong></p><p><br></p><p>Upon clicking, you will be prompted to enter a title for the cloned version.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMxZjEyYmYzLTdiMGItNDE4YS04ZjZjLTk3ZTk0MTQ5YmQyYSJ9.H51mToaF3_gw1fA2OYfzwpZ5aMc7WbQKPsV426ITJm0" class="fr-fic fr-fil fr-dib" width="1216" style="width: 1218px; height: 595.99px;" height="596"></p><p><strong><span style="font-size: 10pt;">Fig 14. Setting title on the cloned version</span></strong></p><p><br></p><p>The cloned version will also have the same tags and be part of the same FAQ lists as the original.</p><p><br></p><p><strong><span style="font-size: 14pt;">Reporting on Articles </span></strong></p><p>You can use the table KBViewLog for reporting purposes. It stores the Agent/User ID, KB Article ID and Datetime of every view of a knowledgebase article.</p><p>Other useful reports can be found in the online repository by searching for "knowledge base".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA3MjViNDMwLTA2NzEtNDFmMC05MTEzLWEwYjFmZTI0YTMwNiJ9.7h5xVoWSgN9Sj0RDSDHwQkUWickl3oHJOJbLyb5SbeA" class="fr-fic fr-fil fr-dib" width="1216" style="width: 1218px; height: 594.116px;" height="594"></p><p><strong><span style="font-size: 10pt;">Fig 15. Searching the Online Repository for knowledge base reports</span></strong></p><p><br></p><p data-pasted="true">For a general report on all of the articles in your system, you can use the query:</p><p style="box-sizing: inherit; margin: 0cm; line-height: 14.25pt; color: rgb(0, 0, 0); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; font-size: 11pt; font-family: Calibri, sans-serif; background: rgb(255, 255, 254);" data-pasted="true"><span style="box-sizing: inherit; font-size: 11pt; font-family: Consolas; color: blue;">select</span><span style="box-sizing: inherit; font-size: 11pt; font-family: Consolas; color: black;"> id as [KB ID],</span></p><p style="box-sizing: inherit; margin: 0cm; line-height: 14.25pt; color: rgb(0, 0, 0); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; font-size: 11pt; font-family: Calibri, sans-serif; background: rgb(255, 255, 254);"><span style="box-sizing: inherit; font-size: 11pt; font-family: Consolas; color: black;">abstract as [Title],</span></p><p style="box-sizing: inherit; margin: 0cm; line-height: 14.25pt; color: rgb(0, 0, 0); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; font-size: 11pt; font-family: Calibri, sans-serif; background: rgb(255, 255, 254);"><span style="box-sizing: inherit; font-size: 11pt; font-family: Consolas; color: black;">kbtags as [Tags],</span></p><p style="box-sizing: inherit; margin: 0cm; line-height: 14.25pt; color: rgb(0, 0, 0); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; font-size: 11pt; font-family: Calibri, sans-serif; background: rgb(255, 255, 254);"><span style="box-sizing: inherit; font-size: 11pt; font-family: Consolas; color: black;">datecreated as [Date Created],</span></p><p style="box-sizing: inherit; margin: 0cm; line-height: 14.25pt; color: rgb(0, 0, 0); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; font-size: 11pt; font-family: Calibri, sans-serif; background: rgb(255, 255, 254);"><span style="box-sizing: inherit; font-size: 11pt; font-family: Consolas; color: black;">faultid as [Linked Ticket ID]</span></p><p style="box-sizing: inherit; margin: 0cm; line-height: 14.25pt; color: rgb(0, 0, 0); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; font-size: 11pt; font-family: Calibri, sans-serif; background: rgb(255, 255, 254);"><span style="box-sizing: inherit; font-size: 11pt; font-family: Consolas; color: blue;">from</span><span style="box-sizing: inherit; font-size: 11pt; font-family: Consolas; color: black;"> kbentry</span></p><p><br></p><p><strong><span style="font-size: 14pt;">Article Suggestions</span></strong></p><p><span style="box-sizing: inherit; font-size: 11pt;">Articles can be suggested to agents and users when logging and/or viewing a ticket, useful in helping them resolve any issues/complete any changes. </span></p><p><span style="box-sizing: inherit; font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><p><span style="box-sizing: inherit; font-size: 11pt;">Articles can be suggested using the problem/resolution finder, which will suggest relevant articles based on string matches between content in the article and ticket. <a href="https://www.usehalo.com/guides/955" target="_blank" rel="noopener noreferrer" style="box-sizing: inherit; background-color: transparent; color: rgb(15, 97, 161); text-decoration: none; touch-action: manipulation; cursor: pointer; user-select: auto;">Information on using and setting this up can be found here. </a></span></p><p><span style="box-sizing: inherit; font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><p><span style="box-sizing: inherit; font-size: 11pt;">Articles can also be suggested using AI, which will suggest relevant articles based on their semantic content. <a href="https://www.usehalo.com/guides/2386" target="_blank" rel="noopener noreferrer" style="box-sizing: inherit; background-color: transparent; color: rgb(15, 97, 161); text-decoration: none; touch-action: manipulation; cursor: pointer; user-select: auto;">Information on using and setting this up can be found here.</a></span></p></body>
