Web+Center Support
28 Oct

Knowledge Base Detail

Case Summary: What is the Knowledge Base ?
ID: 400
Date Created: 08/17/2001
Last Modified: 06/24/2011
Problem Type: Question
Item: Web+Center 3.0
Resolution:
The knowledge base is created by mapping each word from the case fields (One line description, history, summary and resolution) into a table that associate that word as existing in that case number. When a customer or tech does a key word search, they can quickly find all cases that has that word in it. Words are not automatically added to the KB and typically one must press the Add To KB link in the case form to add words to the KB.

When customers perform searches, it will return only cases that have information in the case summary and case resolution fields and that match the other search criteria like the keywords or categories.

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