The knowledge base is used to document information and procedures that operators, for example, use when resolving incidents, but it can also be useful for your customers.
If the Knowledge Base module does not appear in the menu, check whether it is enabled at Global Settings → Knowledge Base. If the module still does not appear, check whether you have access to it. You can configure access in the section Users and Groups → User Details → Permissions tab → Knowledge Base.
The knowledge base in CDESK is divided into three levels:
- Spaces – a broad categorization of the knowledge base into major thematic areas. For this basic structure, it is possible to designate administrators for the space, deny access to selected user groups, or configure the space for public access or only for logged-in users
- Categories – a finer breakdown of the knowledge base spaces into specific categories under which individual articles are listed. At this level, it is possible to determine whether the selected category will be publicly available or only to logged-in users—this option depends on the space settings—only internal categories may exist in an internal space. In the public space, both public and internal categories may be registered
- Articles – the actual carriers of valuable information, forming the core of the knowledge base. Similar to categories, it is possible to determine the visibility of individual articles, and similarly, a public article can only be published in a public category.
- Articles are categorized by type, which determines the nature of the information they contain. These can be Findings, Known Issues, Procedures, or any other types selected by the application administrator.
When you open the Knowledge Base module, you are taken directly to the list of Spaces. At the top of the window, you will find buttons for viewing Knowledge Base suggestions and a button for adding Spaces and Articles. Below these buttons is a panel for searching.
Before you record an article (procedure), you must first create a Space and a Category, under which the article will be placed. Instructions for these steps can be found in the separate sections Sections and Categories. Before adding an article, you must first create a draft, which is then approved and published by the person responsible for that section.
Navigation within the knowledge base supports two approaches:
- Browsing the knowledge base content – where users navigate through clearly labeled sections and categories to find the articles that interest them.
- Searching the knowledge base – is the most efficient and fastest way for users to access the information they need. Search results are provided for articles, including their type and location, as well as for categories. The relevance of the results depends on the choice of descriptive article and category titles, but especially on the selection of keywords when creating an article.