knowledge base

1. Article Authoring
2. Searching and Information Retrieval
3. Styling and Appearance
4. Reporting and Metrics
5. A Hosted Solution
6. Time sensitive articles
7. Category specific headers and footers
8. Helpdesk integration
9. Older browser compatibility
10. Caching

Article Authoring

Full HTML is allowed, enabling you to link to externally held documents or pages on your website. Scripting is also permitted, and objects can be embedded (eg. Images, movie and sound files) to make the Customer experience even better. You author your articles while they're marked as INACTIVE and only mark them as ACTIVE when they're ready.

Searching and Information Retrieval

The most crucial aspect of any information system, the knowledge bases advanced search is geared to retrieving the most appropriate results wherever possible. With a complex ranking algorithm, taking into account number of views, the bayesian ranking system for ratings, word proximity, spelling corrections, currently viewed category where appropriate, word stemming and administrator defined keywords and weighting. This complex system allows the search to produce great results, more of the time.

Styling and Appearance

The knowledge base can be fully styled using a custom stylesheet (CSS), custom HTML header and footer, and by the various options controlling what is displayed. The knowledge base is most often used as a popup window, but this is by no means compulsory and you can use an iframe instead if you want to.

Reporting and Metrics

As part of a growing collection of statistics and metrics available, there are traffic reports, comprising of daily and monthly page views, most viewed answers, highest rated answers, most searches performed and most common browsers used by your users. Together these provide a valuable insight into the performance of your Knowledge Base and give you an idea of how to improve it if need be. An example of this, is when a search term that is frequently entered brings back few or zero results. This is a clear indication that you should write content that answers this search query, associate the words in the search with an existing answer as "keywords" or use the search synonyms feature (which "aliases" one keyword to another).

A Hosted Solution

Being a system entirely hosted for you, there is no time-consuming installation to perform, no hardware requirements, no compatibility problems, and no hassle of upgrading. All software upgrades are automatic and free - new features come at no extra charge! All you have to do is add a snippet of code to your website, and you're immediately set to go and start reaping the rewards. Our servers are hosted at world-class data centres based in Germany allowing us to offer excellent performance and maximum uptime. Backups are done automatically on a daily basis.

Time sensitive answers

Answers which are time sensitive or are only valid for a certain time period are accommodated for by valid-from and valid-to dates. You can of course only specify one of these if you need to.

Category specific headers and footers

If you want to specify some header and footer HTML code that gets applied to everything in a particular category, you can. One use of this could be, for example, to specify links to "virtual tours" or to link to content on your own site that is specific to a category

Helpdesk integration

If you have the Helpdesk application you can specify that all the support requests get placed into a particular queue making your online support even easier.

Older browser compatibility

We offer two distinct layouts allowing you to reach the widest audience you can. Our normal one, and a simpler one designed for if your audience is predominantly using older web browsers.

Caching

To make the Knowledge Base as fast as possible we employ browser caching so that multiple requests for the same information don't needlessly regenerate the page. This not only makes the Knowledge Base much faster but also increases the amount of page views you get, since the client never comes to our servers

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