Using the Knowledge Base

Users of versaSRS can search the Knowledge Base by clicking the Knowledge Base icon from the Navigation Sidebar.

Alternatively the Knowledge Base can be viewed within a versaSRS Case, Problem or RFC by clicking the Knowledge Base icon () located toward the top right corner of the Case.

Knowledge Base articles can be categorised for particular Teams and Key Sets. This allows Users to quickly check within a Case, Problem, or RFC if any Knowledge Base articles match the current Key Set selection. To view the Knowledge Base articles linked to the selected Key Set, click the Knowledge Base icon () next to the Key 1 field.

When accessing the Knowledge Base via a Case, Problem, or RFC, particular sections of the articles that are returned in the search results can be inserted into the Case by clicking the icons next to the article title.

The icon will insert the article text into the Case and the icon will insert a hyperlink to the article into the Case.

Non-users of versaSRS can also search areas of the Knowledge Base (that have been set to be publicly accessible) via SRSConnect.