Knowledge Base

The Knowledge Base tool allows entering new and browsing existing knowledge base articles in the Knowledge Base organized as a configurable tree with folder nodes including knowledge base articles.

Knowledge base articles document found solutions to previously reported service requests. All the accumulated articles constitute the Vine Knowledge Base. Searching through this database often helps to immediately resolve a customer problem.

When a new issue is reported, you can search the Vine Knowledge Base for an already existing solution to the issue. While the Knowledge Base grows, it is more and more likely that it already contains a solution for any new problem.

The following link commands are located at the top of the tool pane:

• Click Open Object All information in Vine is stored in the server database as named objects of different types. Examples: a company, a person, an event, a sales case. to open a selected object.

• Click Show In Table View to open top level folders A folder in Vine is a named group of objects. of the knowledge base in a table view.

• Click New Knowledge Base Article to add a new knowledge base article. A knowledge base article edit form will appear and you will be able to create and save a new article which will be automatically added to the knowledge base.