Managing Knowledge Base Folders
Knowledge base articles are stored and organized using folders. For example, a financial institution using the knowledge base as a self-serve resource for customers may organize all of the articles related to savings accounts in one folder and articles related to checking accounts in another folder.
Creating Knowledge Base Folders
To add a new folder, click the icon in the lower, left corner of the navigation pane toolbar and select Add Folder. (You can also edit existing folders or delete folders from here.) This will open a new folder window with the following fields:
- Folder - The name of the new folder.
- Parent Folder - Select a parent folder from the list. Since folders are organized by a hierarchy, the new folder will be a subfolder of the parent folder.
- Include articles in automatic searches - Enabling this means that any article added to this folder will be included in any automatic searches and article display prior to users submitting live chats or tickets using your portal.
Click Save.
Moving Knowledge Base Articles to Another Folder
Moving knowledge base articles between folders in SmarterTrack is easy. First, open the folder containing the article(s) you want to move. Then select the desired article(s). Click the Actions (…) menu in the content pane toolbar and click Move. Then select the name of the destination folder and click OK.
It's also possible to move articles using a right-click "context" menu. Simply select the article(s) and right-click on one of them. A context menu options. From here, simply select Move and select the name of the destination folder.
Renaming and Deleting Folders
Agents can change the name of a knowledge base folder anytime or delete it completely if it is no longer needed.
To rename a folder, select the appropriate folder in the navigation pane. Click the Actions (…) menu in the navigation pane toolbar and click Edit Folder. In the Folder field, type the new folder name and click Save.
To delete a folder, select the appropriate folder in the navigation pane. Click the Actions (…) menu in the navigation pane toolbar and click Delete Folder. Then click OK to delete the folder and all of its contents.