<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 view the Article and publish it once ready.</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"><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>
