Hosts of America Documentation Reseller Guide

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KnowledgeBase System
(version 2.3 and higher)


Related Docs:  

Providing Technical Support Configuring Your Support Center

In versions 2.3 and higher, Hosts of America is supplied with KnowledgeBase System. Created as a combination of FAQ and search utility, it helps to perform fast and efficient customer support.


Understanding Knowledge Bases

Knowledge Base is implemented in the control panel TechSupport System. It helps TechSupport admins and TechSupport assistants to compose answers to customer questions and problems. Technically, the KnowledgeBase system checks the trouble ticket against the knowledge base to find the most relevant suggested replies that appear on the trouble ticket page.

KnowledgeBase option allows viewing records and searching suggestions. This option is available for user and reseller control panels under TechSupport and TechSupport Admin accounts.

A knowledge base itself can be created by the master admin. If you don't have a knowledge base available, contact your hosting provider.


Knowledge Base Spellcheck

Knowledge Base allows checking answers to trouble tickets and knowledge base records for spelling. To spellcheck records:

  1. Click the spellcheck link under the message field. Pop-up window shows with misspelled words, if any, being underlined:
  2. Point your mouse to a misspelled word and a number of suggestions shows.
  3. Choose the correct variant and click Done.


Knowledge Base Search

Knowledge base has a search function. It allows not just viewing suggestions in trouble tickets, but also searching the queries with the search utility. To find an answer to your question:

  1. Go to Knowledge Base in the Support Center menu. At the top of the page, Search function shows.
    Alternatively, go to KnowledgeBase Admin and click Edit next to the knowledge base. At the top of the page, Search function shows.
  2. Enter query in the Search field.
  3. Select the category from the drop-down box.
  4. Click Search. The list of search results appears showing relative categories in brackets.


Knowledge Base Settings

Here you will learn how actually to make knowledge base work in your trouble ticket system. You can set a default knowledge base and the number of suggestions it will put in trouble tickets. To do this:

  1. Select TechSupport in the Settings menu.
  2. On the page that appears, choose the Default Knowledge Base that will be available to end users as well as TechSupport admins and TechSupport assistants in the control panel from Support Center -> KnowledgeBase.
  3. Choose the Default Support Knowledge Base that will be used to suggest trouble ticket answers to all TechSupport admins and TechSupport assistants. Clicking the necessary suggestion will automatically fill out answer box for the ticket.
    Note: you can choose between other suggestions, edit and change your answer to make it most suitable for the question.
  4. Set the maximum number of suggestions to show in trouble tickets.
  5. Click Save.

Related Docs:  

Providing Technical Support Configuring Your Support Center

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