How do I manage KB update requests in the new Field Admin Console?

Document created by Canvas Doc Team Employee on Jun 14, 2019Last modified by Canvas Doc Team Employee on Sep 21, 2019
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Canvas support agents can request updates to an entry in your institution's knowledge base (KB) through the new Field Admin Console. Update requests display on the Admin Console home page. You can view update requests, make changes, and remove the entry from your list of updates.

Note: Field Admin Console features may vary based on account and user settings. Based on the permissions for your role, you may not be able to view or use the features described in this lesson.

Open Update Request

  Open Update Request

KB update requests display in the KB Update Requests list [1]. To open an update request, click the name of the request [2].

To view all update requests, click the View All link [2].

View Update Request

View Update Request

KB update details display in the Update Request section [1].

The Update Request field [2] displays the update that Canvas Support suggests should be added to your institution's KB. The Update Request Date field [3] displays the date and time that the update request was made.

Edit KB Entry

Edit KB Entry

KB updates can be made in the Default Case Handling section [1].

To edit your KB entry, click the Edit icon for any field [2].

Enter Case Handling Details

Enter Case Handling Details

Enter updates to your KB entry in the Default Case Handling fields:

  • The Details for Canvas Support field [1] displays any relevant information for how Canvas Support should handle related cases.
  • The Details for your users field [2] displays a scripted response that support agents can use when responding to related cases.
  • The Key Words field [3] displays any related terms or words that users might use when submitting a case related to the KB entry.

KB entry fields will display a highlighted border once any changes have been made. To undo edits, click the Undo icon [4].

Save Changes

Save Changes

To remove the KB entry from the KB Update Requests list on the home page, click the Details Updated checkbox [1].

To save your changes, click the Save button [2].

Notes:

  • Checking the Details Updated checkbox and saving your changes will also clear all content from the Update Requests fields.
  • When viewing your KB, Canvas support agents will be able to view when the last change was made to the entry.
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