Home > Setting up and using Knowledgebases

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(Last Updated On: September 17, 2018)

Adding a Knowledgebase to your SnapEngage widget makes it easy for your agents to quickly find and relay information to your visitors.

In addition, it also allows you to make use of our Intelligent Pre-Chat to empower your customers to find the right answers even before reaching your agents. You can read more about Intelligent Pre-Chat in this blog post.


Setting up a Knowledgebase

To setup a Knowledgebase signin to your SnapEngage account and click on the Knowledgebase tab under the Integrations tab. We have four different knowledgebases to choose from:

knowledgebase11WordPress

To add your WordPress site click on the WordPress icon. On the following screen enter the name and URL of the WordPress site you want your agents to be able to search. After entering your information click on the green “Save Changes” button in the bottom right hand corner.

knowledgebasewp

Please note that the WordPress Knowledgebase search requires that your site is running an RSS feed. To check if your site has an RSS feed open a new browser tab and enter the following http://[yoursite]/rss If an RSS feed is available you will see something similar to this. If you don’t see something similar contact your WordPress administrator about enabling an RSS feed.

MindTouch

To add your MindTouch site click on the MindTouch icon. On the following screen enter the name and URL of the MindTouch site you want your agents to be able to search; the username and password fields are optional and maybe required if your MindTouch site requires a login. After entering your information click on the green “Save Changes” button in the bottom right hand corner.

kbmindtouchZendesk

To add your Zendesk site you first must have the Zendesk integration setup. Once the Zendesk integration has been configured click on the Zendesk icon and then click on the green “Save Changes” button in the bottom right hand corner.

knowledgebasezn

UserVoice

To add your UserVoice site you first must have the UserVoice integration setup. Once the UserVoice integration has been configured click on the UserVoice icon and then click on the green “Save Changes” button in the bottom right hand corner.

knowledgebaseuservoi

Desk.com

To add your Desk.com articles you first must have the Desk.com integration setup. Once the Desk.com integration has been configured click on the Desk.com icon and then click on the green “Save Changes” button in the bottom right hand corner.

knowledgebasedesk

Salesforce

To add your Salesforce Solutions articles you first must have the Salesforce integration set up.
Once the Salesforce integration has been configured, click on the Salesforce icon under the Knowledge Bases tab and select either” Search Solutions” or “Search Knowledge Articles” as a knowledge base source.

Save the changes by clicking on the green “Save Changes” button in the bottom right hand corner.

  • Solutions

Please note that Intelligent Pre-Chat is not available with the Salesforce Solutions set as a source of Knowledge base since those documents are not publicly available.

Also, if you use this option please make sure that any “Solutions” that you want to be found when running a search have been flagged as “reviewed” within Salesforce.

  • Knowledge articles

Knowledge articles can be made publicly available. To make this happen, the “Public Knowledge for Mobile, Web and Facebook” application should be installed and configured in Salesforce. Please refer to this page for more details and instructions on how to set this up.

After the “Public Knowledge for Mobile, Web and Facebook” application has been installed and configured, Knowledge Articles contents can be used in Intelligent Pre-Chat. Enable Intelligent Pre-Chat and provide “Knowledge Base public URL”. Usually, this will be a domain name at Salesforce’s [www.Force.com] platform.

URL patterns of publicly available articles can differ from one another. Please use the following placeholders to create a Knowledge Article URL pattern which fits best:

  • {article_id} – article ID;
  • {article_number} – unique article number in Salesforce;
  • {article_url_name} – article URL name.

Example 1: full URL to knowledge article consists of base URL and article name.

  • Public knowledge base URL looks like http://my-company.force.com/publicknowledge/articles
  • Article URL name is ‘how-to-start-chatting’
    The value of ‘Knowledge Base public URL’ textbox should be http://my-company.force.com/publicknowledge/articles/{article_url_name}
    URL to particular article will look like http://my-company.force.com/publicknowledge/articles/how-to-start-chatting

Example 2: full URL to knowledge article consists of base URL, article ID, and article name.

  • Public knowledge base URL looks like http://my-company.force.com/publicknowledge/articles
  • Article ID is ka00k000000CekAAAS
  • Article URL name is ‘When-will-I-receive-my-order’
    The value of ‘Knowledge Base public URL’ textbox should be http://my-company.force.com/publicknowledge/articles/{article_id}/{article_url_name}
    URL to particular article will look like http://my-company.force.com/publicknowledge/articles/ka00k000000CekAAAS/When-will-I-receive-my-order

Example 3: full URL to knowledge article consists of base URL and article number.

  • Public knowledge base URL looks like http://my-company.force.com/publicknowledge/articles
  • Article ID is 000001001
    The value of ‘Knowledge Base public URL’ textbox should be http://my-company.force.com/publicknowledge/articles/{article_number}
    URL to particular article will look like http://my-company.force.com/publicknowledge/articles/000001001

To restrict agents and visitors from being able to search some specific article categories, enable search articles below categories (as mentioned previously, on the visitor side, Intelligent Pre-Chat will need to be enabled for the visitor to have ability to search). And in the text box, specify a category in the format below:

  • categoryGroup:categoryName

If you need to filter articles that are in listed in multiple categories simultaneously, list them separated by a comma in the text box.

Please note that in order to map the Salesforce Category correctly, you will need to add the Category Group as a value of Group Unique Name. In Salesforce account it is shown and configurable in Data Categories settings:

 

After each Knowledgebase is added it will be shown in a list on the Knowledgebase tab:

knowledgebaselast

* Please note that you can add one or more of each type of Knowledgebases. This can be extremely useful if you want your agents to be able search both a WordPress blog and Zendesk support articles.


How the Knowledgebase appears in the Chat Portal

Once a knowledgebase has been configured for each chat that an agent receives with the Chat Portal they will see a knowledgebase section on the right hand side of the screen:

Legacy Chat Portal view
kb-client

Using the text box (1) on the bottom part of the knowledgebase section agents can enter in key words they want to search on. After hitting the “enter” key the search results will be displayed above. When the agent selects the title of each search result they will be shown a summary of the search result along with option to send the visitor to that page (2), insert the link into the text input area (3) or view the article in a new window (4).

kb-client-results

Conversation HUB view

 

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Published December 12, 2013