Many different Learning Apps can be installed within your Incident IQ platform. When these applications are installed, you have access to pre-populated help articles in your knowledge base within iiQ and pre-populated custom fields for tickets.
Installing Learning Applications
To install Learning Applications (learning apps), click on the Incident IQ Apps in the left-hand navigation, then click Browse. Scroll down to the Learning Application section and select the learning app you want to install. You can also search for the application using the search feature on this page.
Next, click the Install button at the top. A pop-up window will appear with an overview of the features included when installing this learning app. Click the Install button.
Don’t see the learning app you are looking to install? Please add it to our Idea Exchange as an enhancement request.
Knowledge Base Articles within your iiQ Platform
Specific Learning Applications include Knowledge Base articles found within your iiQ platform, but not all.
Please see this detailed article for more information about Using Knowledge Base within your iiQ platform.
Custom Fields & Models
Installing specific Learning Applications will automatically install custom fields and models. To view these custom fields and models, click on the Manage tab under the Incident IQ Apps on the left navigation. Find the Learning application you installed and click the Manage button.
The custom fields tab will display that app’s pre-populated custom fields. These fields will appear on tickets when a user submits a ticket for that learning app. In cases where we have identified that requestors need to provide the agent with specific pieces of data (such as username or email addresses), we have added a required custom field to these issues. This reduces the time spent waiting on requestors to get back to you for basic information, ultimately improving ticket resolution times.
Under the Models tab, you can activate or deactivate the different models for the learning application.
Removing Apps
You can remove the Learning Applications that are no longer in use. Click the Manage tab under the Incident IQ Apps left navigation, find the learning app you wish to uninstall, and click the Manage button. Click the Remove App button to uninstall. Please note: the data submitted for previous tickets involving this app will be saved in iiQ for historical data reporting.
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Deborah Prosser - Community Manager