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Maintain Six Types of Knowledge Base Articles
Knowledge base articles may be one of six types, depending on their primary use:
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Auction End - for end of auction marketing and customer service messages.
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Campaign - used in templates for newslettters and acknowledgements.
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Feedback - used to leave feedback for many buyers simultaneously.
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Internal Faq - used to store company knowledge for internal viewing only.
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Public Faq - knowledge accessible by your customers through a searchable FAQ.
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Response - replies to your customers' inquiries.
The task display has three areas:
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Search - allows you to select knowledge base articles to list.
To perform a partial match in any of the search data items, you may enter a search pattern
using special instructions known as regular expressions.
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KnowBase Listing - shows the results of a Search on knowledge
base articles. You may select any article for maintenance by clicking on the article's
KnowBase No.
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KnowBase Maintenance - allows you to add, update and delete
knowledge base article information. For an article of Type "Auction End" only,
you may select Merge Tags to append auction end transaction data item tags to the Contents.
When you use this type of article in an
Auction End
message, the tags are replaced by the data they represent from the auction end transaction.
Automatically Suggested Replies
The Suggest feature, in email message Compose, uses the words you enter in the Subject, Title, Question, Keywords, Description and Contents text boxes. Automatically and invisibly, these words are augmented with words of similar meaning and stored. When the Suggest feature is activated, statistical information retrieval software analyzes the contents of a customer inquiry to find the knowledge base articles with the best fit. A ranked list is produced.
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