<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p data-pasted="true"><strong>In this guide we will cover:</strong></p><p><strong>- Summary</strong></p><p data-pasted="true"><strong>- Knowledge Base Guides</strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Summary</strong></span></p><p>The Knowledge Base is a feature used to publish Articles visible to Agents and/or Users to assist with common questions or issues. </p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Knowledge Base Guides</span></strong></p><p data-pasted="true"><span style="font-size: 12pt;"><a href="https://usehalo.com/halopsa/guides/2042/" target="_blank" rel="noopener noreferrer"><strong>An Introduction to the Knowledge Base</strong></a></span></p><p>The Knowledge Base stores Articles in your instance. These Articles can be created, edited, and viewed depending on the permissions granted.</p><p><br></p><p><a href="https://usehalo.com/haloitsm/guides/2043/" target="_blank" rel="noopener noreferrer" style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>FAQ Lists in the Knowledge Base</strong></span></a></p><p>FAQ Lists are a method of categorising and organising Articles. These Lists can be used to determine User Access, and to add additional fields to Articles. Agent Access to the FAQ List can also be controlled per FAQ List, using <a href="https://usehalo.com/haloitsm/guides/2536/" target="_blank" rel="noopener noreferrer">Access Control</a>. </p><p><br></p><p data-pasted="true"><a href="https://usehalo.com/haloitsm/guides/2047/" target="_blank" rel="noopener noreferrer" style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Article Drafts</strong></span></a></p><p>Article drafts are used to allow Agents to create or amend an Article without immediately publishing it. This allow fellow Agents to review the Article and publish it once approved.</p><p><br></p><p><span style="font-size: 12pt;"><a href="https://usehalo.com/haloitsm/guides/2047/" target="_blank" rel="noopener noreferrer"><strong>Article Versions</strong></a></span></p><p>Article versions are used to improve the tracking of changes to an Article. Rather than article content being editing directly in the live article, a new version of the article can be created and worked on, with the previous content being saved as historical data. </p><p><br></p><p data-pasted="true"><span style="font-size: 12pt;"><a href="https://usehalo.com/haloitsm/guides/2046/" target="_blank" rel="noopener noreferrer"><strong>Reviewing Articles</strong></a></span></p><p>Article reviews can be enabled to ensure Articles are checked on a recurring basis. This helps ensure Articles are kept up to date. </p><p><br></p><p data-pasted="true"><span style="font-size: 12pt;"><a href="https://usehalo.com/haloitsm/guides/2189/" target="_blank" rel="noopener noreferrer"><strong>News Articles</strong></a></span></p><p>News Articles can also be configured in Halo to inform Agents and Users of recent and upcoming news.</p><p><br></p><p data-pasted="true"><a href="https://www.usehalo.com/guides/2486" target="_blank" rel="noopener noreferrer"><strong><span style="font-size: 12pt;">Knowledge Base Articles in the User Portal</span></strong></a></p><p>Configure how Users experience your Knowledge Base in the portal. </p><p><br></p><p data-pasted="true"><a href="https://www.usehalo.com/guides/2044" target="_blank" rel="noopener noreferrer"><strong><span style="font-size: 12pt;">Article Restrictions - Users</span></strong></a></p><p>Article restrictions can be configured to control which articles particular users can see in your knowledge base. Useful when only selected Users should have access to certain articles. </p><p><br></p><p data-pasted="true"><a href="https://www.usehalo.com/guides/2536" target="_blank" rel="noopener noreferrer"><strong><span style="font-size: 12pt;">Restricting Agent's Access to Knowledge Base Articles</span></strong></a></p><p>Access to Articles within the Knowledge Base can be restricted for certain Agents, allowing you to control which Agents can see which Articles in the Halo agent app. </p><p><br></p><p data-pasted="true"><span style="font-size: 12pt;"><a href="https://usehalo.com/haloitsm/guides/881/" target="_blank" rel="noopener noreferrer"><strong>Using your Knowledge Base</strong></a></span></p><p>Your Knowledge Base can be used by Agents with the relevant permissions to create, edit and view Articles. These Articles can be sent to a User by generating a link.</p><p><br></p><p data-pasted="true"><a href="https://usehalo.com/haloitsm/guides/2780/" target="_blank" rel="noopener noreferrer" style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Searching the Knowledge Base</strong></span></a></p><p>Agents and Users can search for Articles in the Knowledge Base Area or using the Search Area. The search behaviour can be configured to match Article text in a variety of ways, allowing you to improve accuracy and determine what aspects of an Article can be searched upon.</p><p><br></p><p><a href="https://usehalo.com/haloitsm/guides/2666/" target="_blank" rel="noopener noreferrer" style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Knowledge Base Article Feedback</strong></span></a></p><p>Positive and Negative Feedback can be left on Articles by Agents or Users. This makes use of an upvote/downvote system, with the additional option to leave a comment.</p><p><br></p><p><a href="https://www.usehalo.com/guides/2715" target="_blank" rel="noopener noreferrer"><strong><span style="font-size: 12pt;">Create Knowledge Base Articles using files/documents</span></strong></a></p><p>If you have existing (non html) documents you would like to transfer into your knowledge base you can upload the document to your Knowledge Base. The content will then be scanned and its body used to create a 'Document' knowledge base article. The contents of these articles can also be used in conjunction with AI knowledge search, allowing the content in the uploaded documents to be read by AI and used to return search results. </p><p><br></p><p data-pasted="true"><a href="https://www.usehalo.com/guides/955" target="_blank" rel="noopener noreferrer"><strong><span style="font-size: 12pt;">Problem/Resolution Finder</span></strong></a></p><p>The Problem/Resolution finder can be used to suggest relevant articles to Agents and/or Users when logging or viewing a Ticket to help them action the Ticket. Suggestions are made based on string matches between Article and Ticket content. </p><p><br></p><p data-pasted="true"><a href="https://www.usehalo.com/guides/2386" target="_blank" rel="noopener noreferrer"><strong><span style="font-size: 12pt;">AI Suggestions (Tickets and Articles)</span></strong></a></p><p data-pasted="true">AI can be used to suggest relevant Knowledge Base articles for Tickets. This can assist Agents in resolving Tickets, saving them having to find relevant articles themselves to read/send to users. Suggestions are made based on semantic matching between the Article and Ticket content. </p><p><br></p><p data-pasted="true"><a href="https://www.usehalo.com/guides/2520" target="_blank" rel="noopener noreferrer"><strong><span style="font-size: 12pt;">Style Profiles for Knowledge Base Articles</span></strong></a></p><p data-pasted="true">Style profiles allow you to create a set of style or formatting, and have this apply to all, or selected articles in your knowledge base. Creating an easy way to have consistent document formatting across your Halo knowledge base. </p><p><br></p>
