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</style><p id="isPasted"><strong>In this guide we will cover:</strong></p><p><strong>- What is the Knowledge Base?</strong></p><p><strong>- Viewing, Editing and Adding Articles</strong></p><p><strong>- Adding Videos to Articles</strong></p><p><strong>- Cloning Articles</strong></p><p><strong>- Reporting on Articles</strong></p><p><strong>- Access Control</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1844/" target="_blank" rel="noopener noreferrer"><strong>Knowledge Base</strong></a></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2426/" target="_blank" rel="noopener noreferrer"><strong>Access Control</strong></a> </li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1483/" target="_blank" rel="noopener noreferrer">Article Drafts</a> </li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/955/" target="_blank" rel="noopener noreferrer">Problem/Resolution Finder</a> </li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2425/" target="_blank" rel="noopener noreferrer">Report Online Repository</a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">What is the Knowledge Base?</span></strong></p><p><span style="font-size: 11pt;">The knowledge base 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.</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:.0001pt;margin-left:0cm;font-size:15px;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Viewing, Editing and Adding Articles</strong></span></p><p id="isPasted"><span style="font-size: 11pt;">In Configuration > Knowledge Base, you can configure the settings for your articles.</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:.0001pt;margin-left:0cm;font-size:15px;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><span style="font-family: Futura, sans-serif;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJmNDI3OTU4LWI3NTgtNDI0Yi1hZjNhLTQ3MGY3Mjk1YTZkMSJ9.7v5zMaxIWfWY-sBuEVDxc91JdAtZW3l23T2UcJp3XS4" class="fr-fic fr-fil fr-dib" width="91" height="119"></span></span><span style="font-size: 10pt;"><strong>Fig 1. Knowledge Base module.</strong></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:.0001pt;margin-left:0cm;font-size:15px;font-family:"Calibri",sans-serif;'><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The view you see in your knowledge base module will depend on the option selected in the "Agent app KB area view" dropdown.</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:.0001pt;margin-left:0cm;font-size:15px;font-family:"Calibri",sans-serif;'><br></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:.0001pt;margin-left:0cm;font-size:15px;font-family:"Calibri",sans-serif;'><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjljYmIyYTA4LTkxNWQtNDM5NC05YWJiLWM1YzA4NzA4OWI3NSJ9.hwWWG1jOnqxkuMxZ0cauuRxhGIHP0qpmOeDbbrZoqvk" class="fr-fic fr-fil fr-dib" width="1236" style="width: 1238px; height: 585.201px;" height="585"></p><p><strong><span style="font-size: 10pt;">Fig 2. "Agent app KB area view" dropdown.</span></strong></p><p><br></p><p>Clicking into the Knowledge Base module from the left bar will show like this if the dropdown is set to "FAQ List Tree".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY3MGY1NGUzLTkwN2YtNDFmNi1hY2RmLWRiNjkxNGRhMjQ4MSJ9.-C1b15ybPU4RovJqOMJdAu-xczWrfqvq8jDCsFRIjoA" class="fr-fic fr-fil fr-dib" width="1232" style="width: 1234px; height: 582.258px;" height="582"></p><p><strong><span style="font-size: 10pt;">Fig 3. "FAQ List Tree" view of the knowledge base.</span></strong></p><p><br></p><p>Whereas if the dropdown is set to "KB Search Screen", it will show like this.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJkMmNlZGZkLTRkNDAtNDgyZi1hZTA4LTY4YjE0MjcyYTIyMCJ9.Ve0xBVA_EFg4jVdADjhGXspP_x-9_6junX9WLd5HtkU" class="fr-fic fr-fil fr-dib" width="1234" style="width: 1236px; height: 583.213px;" height="583"></p><p><strong><span style="font-size: 10pt;">Fig 4. "KB Search Screen" view of the knowledge base.</span></strong></p><p><br></p><p>If you are in the first view, click on "New Article" to create an article.</p><p>If in the other view, click "Add" in the top right to create an article.</p><p><br></p><p>Here you input the title, the resolution and any attachments. You can also select which FAQ lists to add the article to, which will display groups as dropdowns in the tree when the tree view is enabled. 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.</p><p><br></p><p id="isPasted">The "Tags" field is used to add tags onto articles, which are searchable and will match on the categories attached to the ticket and display in the resolution finder.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJhMWQ1NmU2LWQzZTItNDkzYS1hM2UxLWYwNTVmOTI1NjE4NiJ9.zWUqDfSTMi-UoEoBWo77ZR1OyiYvQZM2cEtZhce4v7U" class="fr-fic fr-fil fr-dib" style="width: 1236px; height: 581.912px;" width="1234" height="582"></p><p><strong><span style="font-size: 10pt;">Fig 5. Creating a new article.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Adding Videos to Articles</span></strong></p><p id="isPasted">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.eyJpZCI6IjU1ZTE2OGY2LWM0OGQtNDUxZi1iMDM0LTM2MDA2MGYyYWE5ZiJ9.qh6hOzNMiNpxOJOTu9ku89EpdnInuG5cwDmVhZ-kljc" class="fr-fic fr-fil fr-dib" style="width: 1235px; height: 340.921px;" width="1233" height="341"></p><p><strong><span style="font-size: 10pt;">Fig 6. Linking a video to an article.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Reporting on Articles </span></strong></p><p id="isPasted">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 id="isPasted">For a general report on all of the articles in your system:</p><p><br></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:blue;">select</span><span style="font-size:11pt;font-family:Consolas;color:black;"> id as [KB ID],</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">abstract as [Title],</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">kbtags as [Tags],</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">datecreated as [Date Created],</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">faultid as [Linked Ticket ID]</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:blue;">from</span><span style="font-size:11pt;font-family:Consolas;color:black;"> kbentry</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZmMTJmN2NkLTQ0MGYtNDcxMy1iNjI0LTVlNzU5NWMyNjgzNiJ9.V0WoaA4wrvXqzXfv-uZGqyAH48Yt0lAOYOZdKSFsbGQ" class="fr-fic fr-fil fr-dib" width="1234" style="width: 1236px; height: 581.988px;" height="582"></p><p><span style="font-size: 10pt;"><strong>Fig 7. Online Repository reports on KB articles.</strong></span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Access Control</strong></span></p><p><span style="font-size: 11pt;">Access control can be assigned to FAQ Lists. This allows non-administrator agents to be able to edit details as well as assign access control to other agents, which is useful to avoid having to ask the administrator to edit it for them every time. </span></p><p><br></p><p><span style="font-size: 11pt;">In Configuration > Knowledge Base, click the "Configure FAQ Lists" button and select a list. The administrator can then see the "Access Control" button at the top.</span></p><p><br></p><p><span style="font-size: 11pt;">Assigning "Owner" access will allow the other agent to do anything in that area an administrator is able to do.</span></p><p><span style="font-size: 11pt;">Assigning "Read and Modify" means they will be able to edit the details, but can not set access control for other agents.</span></p><p><br></p><p><span style="font-size: 11pt;">For more information on this, check our the linked related guide at the top.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRiYzZmOWEzLWNhYWQtNDNiYy04NGVhLTUxZmJkYzk2Nzg0OSJ9.TsmjoDOnCPtKwl9vI5wi5caliM_WtPRf1xPt1gQPEf4" class="fr-fic fr-fil fr-dib" width="1233" style="width: 1235px; height: 582.997px;" height="583"></span></p><p><strong><span style="font-size: 10pt;">Fig 8. "Access Control" on an FAQ List.</span></strong></p><p><br></p>
