The Knowledge Base within your iiQ platform provides a central location to share solutions for everyday problems that teachers, faculty, staff, and agents may encounter. You can share internal documents, provide access to external documentation, and automatically link articles into tickets.
Access: Select Dash > Knowledge Base in the left navigation.
Ticket Integration: You can add articles to tickets using Shortcuts for a fast way to provide solutions. Learn more about Creating and Managing Shortcuts.
Permissions
The following permissions will allow users to perform the following actions:
Manage Knowledge Base (KB) Articles: Allow a user to view, create, edit, and delete Knowledge Base articles and categories, and reveal the Knowledge Base page in the left navigation (Dash > Knowledge Base).
View Knowledge Base (KB) Articles: Reveals Knowledge Base page in the left navigation (Dash > Knowledge Base).
Adding Categories
Before adding articles, you must create a category structure (Parent Categories and Subcategories). Articles must be stored within subcategories.
Create a Parent Category: Click Add Category (under the Options section). Name the category, select no parent, and click Save. This will be your Parent Category.
Create a Subcategory: Repeat the process. This time, select the previously created category as the Parent, then click Save.
Verification: Your structure will appear under the By Category section. You are now ready to add articles.
Adding Help Articles
Once categories are established, navigate to the page and select Add Article.
Note: If you have not added subcategories underneath parent categories, you will not be able to add articles.
When creating an article, at a minimum, you must provide the following required fields:
Title: The name displayed in the Knowledge Base and ticket links.
Category: Select the storage location within your Knowledge Base.
External URL: Required if the Issue and Resolution fields are empty. Links to external help articles. (Note: Some websites restrict this type of linking.)
Issue: Required if the URL field is empty. Describes the problem the article addresses.
Resolution: Required if the URL field is empty. Describes the remediation method.
Additional Fields
Recommended Solution: Generates a link in tickets that match the Applies To filters and selected Issues.
Visibility: Set to Publicly, Everyone inside iiQ, or Agents and Admins Only.
Owner: Determines who can edit, manage, or delete the article.
Estimated Effort: Estimated time required for the user to complete the resolution.
Tags: Keywords to improve searchability.
Attachments: Files or images for download.
Screen Recording: If the iiQ Screen Recorder app is installed, Admins/Agents can attach screenshots and screen recordings.
Applies To: Filters that determine when the article appears on tickets.
Custom Fields: Adds fields specific to the selected model or model category.
Open in new window: Sets the article to open in a new window.
Knowledge Base Text Editor Options
Search Priority: Knowledge Base search uses the following order: Title > Description > Tags > Article Body. Results with equal priority are alphabetized by title.
Inserting Knowledge Base Suggestions in Tickets
You can link articles directly to tickets by setting them as a Recommended Solution.
In the article editor, select the models, model categories, and/or issues for which this article should appear.
Recommended Solution Widget
User View: Appears on submitted tickets matching these criteria, allowing the requestor to see the article. If the requestor receives a ticket-creation email, the link is included there as well.
Agent/Admin View: Appears on the right side of the screen, beneath the model information.
Note: Only the first 3 articles included as a “recommended solution” for a specific issue will be displayed.
Public Access
To share content with users who do not have an Incident IQ login:
Open the article and click Edit Article.
Set visibility to Publicly.
Copy the provided Public Article Link.
Editing and Deleting Categories
Click the category to view its main page.
Click the Edit button (top right).
If you have ownership of the article, click Edit or Delete.
Editing and Deleting Articles
Click the article to view its main page.
Click the Edit button (top right).
If you have ownership of the article, click Edit or Delete on the right side of the page.
