Knowledge Base 📚

The Knowledge Base module provides your company with a repository of information in which articles can be shared for consultation by internal platform users or by end customers of your company. The information contained in this module is organized into categories, sections, and articles that can be created by users, and subsequently shared and consulted.

Through the side menu, you can access the Knowledge Base module. Sagicc will take you to the initial view.

Categories

In the initial view of the Knowledge Base, you will see each of the information categories created in the module. From this view, you can add a new category, and edit or delete an existing category. If you want to access the details of a category to view its sections and articles, click on "Go to category".

To find specific articles or information in the Knowledge Base more easily and quickly, enter your query in the search bar and Sagicc will show you the results found. Click on the title of the preferred article to access it.

To add a new category, click on the Add Category button and fill in the following information:

• Name

• Description

Once the form is completed, verify the information and click Save.

Sections

In this view, you will see the list of sections in the selected category. In this view, you can add, edit, or delete sections associated with the category, and you can access each of the articles in the section.

To add a new section, click on the Add Section button and fill in the following information:

• Name

• Description

• Category: This is the parent category associated with the section. By default, the category you are currently viewing will be selected.

• Visible to these roles: Specify the user roles for which the section will be visible: administrator, supervisor, agent, and public knowledge base. If you want the section to be hidden for a specific role, uncheck the role from the list.

Once the form is completed, verify the information and click Save.

Articles

Articles are the most important entity of the Knowledge Base module, as they contain the information that you want to share with users and/or customers. You can add a new article to the Knowledge Base from the top of the category list or the section list, by clicking on "Add Article".

In the "Add Article" form, enter all the requested information:

• Define a title for the article

• Define the body or content of the article, using the text editor to apply different styles and elements.

• Select the category and section that will house the new article

• Select the initial visibility of the article: Draft or published. You can change this later.

• Add tags or attachments to the article if necessary

When you're done, click on "Save" and you will be taken to the article reading view. This view will be consulted by all platform users to learn the contents of the article, and it will allow you to edit or delete the article.