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Knowledge Base

The Knowledge Base is a place to record, organize, and manage important information for a FootPrints Workspace.  This can include, but is not limited to: Solutions to common problems, answers to frequently asked questions, patches, and documents.  By using the FootPrints Knowledge Base feature, you can turn the past experiences of individual customers and Agents into a database of Solutions for users to search.  This can assist Agents in finding quicker resolutions to recurring problems and in empowering customers to find the answers to their questions without submitting a Request.

Topics in this section include:

• About Solutions
• Create Solution from Scratch
• Create Solution from an Existing Issue
• Viewing Solutions
• Knowledge Base Search Options
• Using the Knowledge Base to Resolve an Issue
• Popularity
• Knowledge Base Administration (includes Knowledge Base Approvals)

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