Searching the knowledge base search

  1. Select Operations > Call Center > Call Center.
  2. Click New Record.
  3. Specify this information:
    Search Criteria
    Specify the words to search for in the knowledge base.

    Choose one of the following to specify search criteria results:

    Option Description
    Keyword Search Select to search the knowledge base for articles with key words that match the criteria.
    Full Text Search Select to search the contents of the knowledge base for the search criteria entered.
    Department
    Specify a department to narrow the search.
    Provider
    Specify a provider to narrow the search.
    Service Category
    Specify a service category to narrow the search.
  4. Click Search.
    The following fields are automatically populated with information from the Call Center form:

    Search Criteria, Keyword Search/Full Text Search, Department, Provider, Service Category, and Service Problem Code.

  5. Click the title of the article that closely matches your search.
    Note:  If you are familiar with an article and see the service problem code you need, click Add Article to Customer Request next to the article. The article is added to the customer request. The article, Department, Provider, Service Category, and Service Problem Code are added to the Call Center form.

    Optionally, click Add Article to Favorites to add the article to My Favorites.

    Optionally, click Remove Article from Favorites to remove the article from My Favorites.

    Optionally, click Print Article to print the article.