You can put non-QuestionPoint content into your local or Global Knowledge Base?
QuestionPoint’s searchable knowledge base feature enables you to enter content into the database directly, without having handled a question or chat session first. This makes the knowledge base useful as a repository for all your reference transactions (walk-in, telephone, e-mail messages, and so on), as well as for the many frequently asked or hard-to-find answers you’ve undoubtedly been collecting on cards or paper slips or in notebooks or personal computer directories.
To enter content directly into the knowledge base:
- Log into QuestionPoint and go to the knowledge base module. You can do this either by using the link in the left navigation bar on the My QuestionPoint home page or by selecting it from the drop-down menu in the upper right corner of the home page.
- Click on the Add/Edit tab.
- Complete the top portion of the Add New Record form, including the Knowledge Base Copies radio buttons, and click the Create Record button.
Depending on your permissions level, you might even be able to activate (initiates nightly indexing) the record. Be sure to indicate whether you think this record is OK for potential public viewing or for internal use only.
You can Save Draft instead of creating a record, if you’d like to do more work in the Question or Answer boxes at a later time.
To increase the ease with which the record can later be searched, you can also complete the lower portions of the Add New Record form.
Within 24 hours, your new records will be fully searchable.
If you decide to use the knowledge base feature in this way, you can also set it up for other librarians to search. Maybe you work in an institution in which only some of the librarians work through QuestionPoint; but doubtlessly all the librarians and paraprofessionals would benefit from the information in the KB. Just use the instructions at http://questionpoint.org/support/documentation/templates/search_globalkb.html. You can mount the link or search box on your intranet site, or you can share the KB with your patrons, as well, by mounting the link/search box on your public site.
If you have some records you want librarians to see but not patrons, make those records non-public.
- When completing the Add New Record form, just click No at the Make Public field. This is at the bottom of the first section of the form.
Do you think you should have access to the knowledge base feature but cannot find the appropriate links or menu options? Ask you administrator or supervisor. Initial permission must be set in the Administration module.
Please contact email@example.com if you have questions.