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Knowledge Base Tour

Below are a few screenshots from the knowledge base feature of ServiceTraq.


Default Knowledge Base View.
When your customers first enter the knowledge base, they are presented with the most popular and best rated articles, along with an area to perform their query. The top articles by view listing is based on the number of times customers have viewed the various articles. The top articles by rank listing is based on the collective customer ratings of each article.




Search results.
Once a customer performs a search, results are displayed based on a combination of search logic, customer rating and popularity. This logic allows your knowledge base to get more and more intelligent with every search made. As it learns which articles are most effective and most popular, it increases their relevance, making it easier for your customers to find the right answers... fast.



Customer Interaction.
At the bottom of each knowledge base article, customers have the option to print, email, subscribe and rate the article. If they add themselves to the notification list, each time any modification is made to the article, an e-mail is sent to the customer with a link to the changed article. When a customer rates the article, it factors into the articles relevancy for future searches.



Editing/Adding Articles (CSR/Admin Function).
ServiceTraq allows you to designate the intended audience for each article. This allows you to create articles intended for CSRs only, and public articles... in the same database.



Knowledge Base Reports (Admin Function).
ServiceTraq allows you to designate the intended audience for each article. This allows you to create articles intended for CSRs only, and public articles... in the same database.

 

 
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