Knowledge Base

Video Tutorial

Overview

versaSRS includes a Knowledge Base module that allows for articles and solutions to be published and made accessible to Users and non-users of versaSRS. Access to the Knowledge Base for non-users is available via SRSConnect.

The Knowledge Base can be easily searched, and any appropriate articles/solutions that are found pasted into correspondence with Requestors or third party vendors.

The Knowledge Base can be viewed by selecting the Knowledge Base icon from the Navigation Sidebar.

Knowledge Base articles are accessible via SRSConnect; they can also be linked to Cases, Problems, and RFC's and applied to the Case Details or Solution fields. For more detailed information please visit Using the Knowledge Base.

Each Knowledge Base article contains the following:

Element	Purpose
ArticleID *	A unique identifier assigned when the article is published *Not visible within the Manage Knowledge Base Article window
Article Title	The title of the Knowledge Base article
Date Entered	The date the article was created
Last Updated	The date the article was last edited
Team	A list of the available versaSRS Teams; typically you would set this to the Team the article relates to
Primary Category	A list of Primary categories used to further categorise the article, categories can be changed by an Administrator
Secondary Category	A list of Secondary categories used to further categorise the article, categories can be changed by an Administrator
Tertiary Category	A list of Tertiary categories used to further categorise the article, categories can be changed by an Administrator
Applies to	Numerous text fields allowing the User to define custom tags for the article
Sections 1 - 7	These seven sections allow for the information contained within the article to be separated. The names of each section can be customised to suit the purpose the articles serve. Example: In a Support environment sections may be labelled Symptoms/Cause/Resolution/Further Information. Not all seven sections must be used for every article.
Attachments	Any documentation or images supporting the Knowledge Base article
Enable Public Access	Checkbox indicating if the Knowledge Base article is available to the public (SRSConnect)
System Teams	A list of all existing versaSRS Teams
Current Teams	A list of versaSRS Teams that the article is published to, if Public Access is not enabled you must be in the relevant Team to read the article
Key Sets	Allows you to add relevant Key Sets from the active Teams in versaSRS to the Knowledgebase article. When that Key Set is specified for the Case categorisation, selecting the Knowledgebase icon () next to the Key 1 drop-down will return all articles with the matching Key Set.