Understanding Knowledge Base

Knowledge base allows users to upload extra documentation, Video links or video related to a specific problem and product. It’s integrated into the Service ticket page and is accessible in the portal and mobile app. The Users Add materials like guides, manuals, Video links, or videos, which become part of a shared knowledge base for that Product and problem. This helps the engineer or the technician if they face any challenges while attending the service call. Overall, it enriches support resources and improves user experience.

 

Adding a New Knowledge Based

Adding a New Knowledge Base in AntMyERP is simple! Below is the step-by-step process for creating a Knowledge Base List:

Navigate to Settings > Masters > Service > Knowledge Base.

This action opens the list of existing Knowledge Base items

Click on the ‘+’ sign at the page’s top right-hand corner.

This action will open the new Knowledge Base page.

Select the Product and Problem for which you want to add the knowledge base.

Fill in the topic name.

Enter the knowledge detail of the product or problem in the description field.

Upload any video or any video link if available related to the product/problem.

Please note all red mark Fields are mandatory and need to be filled.

Click on ‘Save and Exit‘ to save the Knowledge Base.

 

Editing Knowledge Base

• Go to Settings > Masters > Service > Knowledge Base.
• You will land on the Knowledge Base Listing Page
• Search the Knowledge Base which you want to Edit
• Click on the action button located on the far right of the page.
• Select “Edit.”
• Make the necessary changes to the Knowledge Base details
• Click on “Save and Exit“

 

Deleting Knowledge Base

• Go to Settings > Masters > Service > Knowledge Base.
• You will land on the Knowledge Base Listing Page
• Search the Knowledge Base list that you want to Delete
• Click on the action button located on the far right of the page.
• Select “Delete”
• As a message will appear Are you sure you want to delete?
• You will not be able to recover this after delete.
• Click on “Yes”

 

The appearance of Knowledge Base in the Service ticket 

Whenever a problem in a ticket is linked to a Knowledge Base list, the details added will appear on the Ticket Detail page in the portal and mobile App alongside other tabs. Clicking on the Knowledge Base tab will display the manual, Guide, Video or video link .