How do I create a KB entry in the new Field Admin Console ?

Document created by Canvas Doc Team Employee on Jun 14, 2019Last modified by Canvas Doc Team Employee on Jun 22, 2019
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As a field admin, you can add a new entry to a customer knowledge base (KB). Customer KBs allow institutions to share institution-specific information with agents that accept support cases from their users.

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 Customer KB

  Open Customer KB

Click the Customer KB tab.

Open Account KB

  Open Account

Click the name of the account you want to view.

Open KB Entries

  Open KB Entries

Click the KB Entries tab.

Create New Entry

  Create New Entry

To create a new entry, click the New button.

Enter Entry Details

Enter Entry Details

Enter a name for the entry in KB Entry Name field [1].

To select a variance for the entry, click the Variance drop-down menu [2]. Variance describes how different the entry is from the normal workflow. Variance can be set to low, medium, high, or none.

To select which roles are involved with the entry, click the Roles drop-down menu [3]. Roles can be set to students, faculty, all, or none.

 

Enter Institution-Provided Scripting

Enter Institution-Provided Scripting

To share additional details for the entry, enter the details in the Details field [1]. To provide support agents with a text script to read to clients, enter the script in the End User Script field [2].

Enter Additional Information

Enter Additional Information

To add key words to an entry, enter the terms in the Key Words field [1].

To add the entry to a different account, click the Remove icon [2] and select a different account.

Save Entry

Save Entry

To save the KB entry, click the Save button [1]. To save the KB entry and create a new entry, click the Save & New button [2].

To delete the new entry, click the Cancel button [3].

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