The Fixit Knowledge Base has many features which help to quickly find the most appropriate solution to a query asked, or problem raised.
Powerful Natural Language Search Engine
The user types in what they want to find - eg. 'how do you share your calendar in Outlook?'. Using a combination of features, including matching words and statements, the search results return the most appropriate results for the query entered by the user.
Diagnostical Approach
In some cases, depending on the size of the knowledge base, and the query typed into the search engine, several results could be returned. By using a combination of categories, including facts, actions and problems, the user can easily drill down into the results to find the solution they need to answer their query or resolve their problem. If the user is a help desk analyst, they can be presented with prompts to ask a caller, eg. 'which version of Outlook are you using?'. Answering this basic question, reduces the search results even further. Using this method of drilling down into possible results, the solution can quickly be found.
* If you operate in a multi-client environment, client specific solutions can be grouped together easily, while non-client specific (generic) solutions can be shared across your client base.
Voting & Comments Option
When a solution is found, the user has the option of advising how useful the solution was in relation to their query, and also to leave comments which could be used by your knowledge editors to improve the solution for future use.
Audit History
Each solution has an audit history available, showing when it was was created, by whom, the dates it was edited, any comments left by the editor and so on.
Whiteboard
The whiteboard can be used for any purpose, but is intended as an update which should be read by the user in conjunction with any search they make.
For example, in a multi-client environment, it can be used to highlight a temporary problem which a number of clients may call the helpdesk to report. In these cases, a normal solution found in the knowledge base may advise to escalate to a particular resolver team, or to follow a set-process to resolve the issue - however, if this is a known problem which is affecting many people, you may want to avoid following the solution in the knowledge base, and simply advise the caller that you are aware of the problem, and it is being investigated.
The whiteboard will show messages based on the main category (eg. clients you service) chosen on the search screen. This avoids showing the user unnecessary information, unrelated to the category they are searching within.
Quicklinks
Quicklinks are broken into two parts. Favourites and Top Solutions.
Favourites are chosen, and maintained by each individual user. These can be links to solutions they view more than others, eg. useful contact lists, common problems they are taksed with resolving and so on.
Top Solutions show the solutions most viewed over a period of time, by other users of the knowledge base. This is useful to provide an overview of the types of problem or query that is being reported.
User Administration
From this module, your can add new users, and grant them privileges to a number of areas of the knowledge base. These privileges include:
- Add/Amend Solutions
- Approve Content of Solutions
- Quality Check Solutions
- Delete Solutions
- Edit Whiteboard
- Create New Users
- Amend User Access
- View Votes & Comments
- View Users Logging In
- View List of All Solutions
- Browse Solutions Using Treeview
- View Searches Made & Solutions Viewed
- Edit Matching Statements
- Use Query Engine
- Create and Amend Main Category Lists
- Define Status of Solutions Viewable
- Make Exempt from Statistics
Granting and denying combinations of these options, allows you to create, for example, users, knowledge analysts, knowledge editors, knowledge managers and administrators.
Matching Words & Statements
This module allows you to make full use of two key problems many search engines suffer from. People mis-spelling words (eg. 'recieve' instead of 'receive'), and people using different words with the same meaning (eg. 'pc' instead of 'computer' or 'desktop'). Using this module takes this into account, and lets you define abbreviations, matching words and mis-spelled words, providing the user with a much more natural search experience, more likely to return the solution they wanted to see.
Browse solutions
This allows the users to use a tree like structure (similar to Windows Explorer) to navigate to a desired solution.
Full Knowledge Management Cycle
It is important to capture any gaps in your knowledge base, and Fixit does this easily. If a user cannot find what they are looking for, they can click a link which will automatically complete the search they made, any additional information gathered about solutions they viewed, sub categories they may have added, and allows them to add additional information relating to what they had hoped to find.
This creates a draft solution, which can be picked up by your knowledge team. They will go on to create a solution if appropriate, and set the status of the solution to be reviewed. Your approvers will then check the solution, and approve the content. A further check should then be made against the wuality of the solution. Does it appear high in the search results when searched for? Does it already exist within the knowledge base? Does the look and feel fit in with your branding and the rest of the knowledge base? If the solution is approved for content and quality, a review date should be set which will allow it to be picked up in the future, to begin the review, edit, approve cycle all over again.
Who can pick up these draft solutions, create then, approve them, and quality check them is fully controlled by you through the User Administration module.
Full WYSIWYG HTML Editor
Fixit Knowledge Base comes with a WYSIWYG HTML Editor, allowing you to upload images and screenshots, add hyperlinks, and fully format your solutions to your taste.
