StringeeX
StringeeXContact UsIntegration
English
English
  • I. Introduction
    • 1. Register a new account
    • 2. Log in - Log out
    • 3. Change user information
    • 4. Making outbound calls
    • 5. Receive inbound calls
    • 6. Actions in the call
    • 7. Account Status
  • II. System Features
    • 1. Dashboard
      • 1.1. Inbound calls
      • 1.2. Outbound calls
      • 1.3. Chats
      • 1.4. Tickets
      • 1.5. Campaign
    • 2. Company
      • 2.1. Company management
      • 2.2. Company details
      • 2.3. Create a company filter
    • 3. Contact
      • 3.1. Contact management
      • 3.2. Contact details
      • 3.3. Create contact filter
    • 4. Ticket
      • 4.1. Ticket management
      • 4.2. Ticket details
      • 4.3. Advanced filter for tickets
    • 5. Advanced filter
    • 6. Reports
      • 6.1 Statistical reports
        • 6.1.1 Call
          • Call reports
          • Call history reports
          • Report on call center performance by time
          • ACD(Automatic Call Distributor) performace
          • History of call distribution to agent
        • 6.1.2 Chat
          • Chat statistics
          • Chat history
          • Agent's chat performance
        • 6.1.3 Agent
          • Agent activity report
          • Agent performance
          • Agent status change history
          • Agent status report
          • Report agent by ticket fields
        • 6.1.4 Ticket
          • Ticket report
          • Deleted ticket report
          • Report of ticket by drop-down field
        • 6.1.5 SMS
          • SMS report
          • SMS history report
        • 6.1.6 SLA
        • 6.1.7 Outbound call campaign
          • Customer report
          • Call report
        • 6.1.8 Email campaign
          • Email campaign report
          • Survey summary report
        • 6.1.9 eKYC
      • 6.2 Real-time monitoring
        • 6.2.1 Call monitoring
        • 6.2.2 Chat monitoring
        • 6.2.3 Agent monitoring
        • 6.2.4 Queue monitoring
    • 7. Chat
      • 7.1. Chat details
      • 7.2. Chat notes
    • 8. Knowledge base
    • 9. Settings
      • 9.1 Service management (Customer service)
        • 9.1.1 Details
        • 9.1.2 Role & Permission
        • 9.1.3 Personnel list
        • 9.1.4 Configure receiving channels
          • Channels
            • Queue
            • IVR Tree
            • Hotline numbers
            • Routing
            • Greeting message file
            • Blacklist numbers
            • Call settings
            • SIP account
          • Internet calls
          • Email
          • Live chat
          • General configuration
          • Facebook
          • Zalo
        • 9.1.5 Ticket configuration
          • Ticket field configuration
          • Marco
      • 9.2 HR & Team management
        • 9.2.1 Personnel
          • Agent list management
          • Set up personnel information
        • 9.2.2 Group
          • Group list management
          • Create a group
      • 9.3 Field configuration
        • 9.3.1 Contact field
        • 9.3.2 Company field
        • 9.3.3 Contact data entry field
        • 9.3.4 Ticket field
      • 9.4 Trigger configuration
        • 9.4.1 Trigger introduction
        • 9.4.2 Trigger list management
        • 9.4.3 Create a new trigger
      • 9.5 SLA & Automation Configuration
        • 9.5.1 Definition of SLA - Automation
        • 9.5.2 List Management
        • 9.5.3 Create new SLA/ Automation
      • 9.6 Other configurations
        • 9.6.1 Custom status
        • 9.6.2 IPs Configuration
        • 9.6.3. Display permission
        • 9.6.4 Portal configuration
          • Time zone & Language
          • Login Method
        • 9.6.5 Working time
      • 9.7 Campaign management
        • 9.7.1 Outbound call campaign
          • Types of campaigns
          • Setup a campaign
          • Steps to participate in a campaign
          • Campaigns
          • Customers
          • Agents
          • Survey template
          • Survey answers
          • Customer warehouse
        • 9.7.2 SMS Campaign
          • Campaigns
          • Customers
          • Campaign history
        • 9.7.3 Email campaign
          • Campaigns
          • Customers
          • Survey template
          • Email template
          • Sendgrid account list
          • Survey answers
          • Do-not-send email list
      • 9.8 Integration
      • 9.9 Knowledge base
      • 9.10 Payment
        • 9.10.1 Topup
        • 9.10.2 Plans
        • 9.10.3 Payment history
      • 9.11 Stringee connection
  • III. Mobile app
    • IOS APP
      • 1. Log in
      • 2. Ticket
      • 3. Contact
      • 4. Make a call
      • 5. Call history
      • 6. Setting
      • 7. Set up call notifications on the phone app
    • Android APP
      • 1. Log in
      • 2. Ticket
      • 3. Contact
      • 4. Make a call
      • 5. Call history
      • 6. Settings
      • 7. Set up call notifications on the phone app
  • IV. Frequently asked questions
    • 1. Forget a password
    • 2. Change a language
    • 3. Permissions for devices (headset/microphone)
    • 4. Setting the method of call distribution for agents
    • 5. Convert contacts from one account to another completely
    • 6. Note when uploading contacts via excel file
    • 7. Delete contacts in bulk
    • 8. Merge duplicate contacts
    • 9. Check a current balance of a portal
    • 10. Manage app notifications
    • 11. Clear browser cache
    • 12. Configure IP Phone connection with Stringee contact center
    • 13. Common errors when making calls
    • 14. Log in and report Captcha Invalid error
    • 15. How to create multiple business hours
    • 16. File formats supported on StringeeX
    • 17. Instructions for getting call code (call ID)
    • 18. Using Google and Microsoft Accounts for Registration, Login, and Account Linking
    • 19. Two-factor authentication
    • 20. Incoming calls have popup but no ringtone
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On this page
  • Definition
  • Create an article
  • Category
  • Create a category:
  • Arrange a category
  • Edit and delete category
  • Section
  • Create a section
  • Arrange a section
  • Edit and delete a section
  • Article
  • Create an article
  • Assign an article
  • Edit and delete an article
  • View an article
  1. II. System Features
  2. 9. Settings

9.9 Knowledge base

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Definition

The Knowledge base is a place where users can edit internal documents to guide all users of the system in using StringeeX software. To manage the knowledge store as well as build a document system, it is mandatory for users to have Admin permission on the system.

In the knowledge base, there will be 3 main items:

  • Category: is the parent directory (the largest directory of the Knowledge base) contained within the main sub-folders is "Category". Categories represent the topics of the sections as well as the articles within them.

  • Section: is a subfolder of Category which can contain various articles.

  • Article: is a specific article with detailed description for Category and Section.

Example: Assuming we have Category “StringeeX User Guide” then we can have sections and articles like this:

  • The “Calls” category contains articles: “How to make outbound calls to Customers”, “How to make internal calls”, “View call statistics reports”,…

  • The "Contact Center configuration" category may contain the following articles: "Configuring IVR trees", "Configuring queues",...

Create an article

Category

In the first interface of the knowledge base, users will see the following items:

  • Create articles: users can directly click "Create article" to proceed to create an article in the knowledge base or use the drop-down arrow button to select the item you want to create including the category, section, article.

  • List of category statistics: here are all the categories available in the knowledge base and users can manipulate, sort, edit and delete categories.

Create a category:

In the drop-down section of the create article button, the user selects the category.

To complete the creation of the category, the user will complete the following items:

  • Category name: the name of the category after initialization.

  • Description: general content of the genre.

Arrange a category

The user hovers the mouse to this position (Image 5) and press and hold then moves the category up or down in the list.

Edit and delete category

The user hovers the mouse to this position (Image 6), then it will display 2 options: edit or delete to choose.

Section

Create a section

In the drop-down section of the create post button, the user selects the category.

To complete the category creation, the user will complete the following items:

  • Category: the category will become a subfolder of the selected category. This operation can also be called selecting the parent directory for the directory.

  • Category name: the name of the category after initialization.

  • Description: the general content of the catalog.

Arrange a section

To open the list of categories, the user clicks to open a category.

The user hovers the mouse to this position (Image 10) and press and hold then moves the category up or down in the list.

Edit and delete a section

The user hovers to this position (Image 11) then will display 2 options: edit or delete for the user to choose.

Article

Create an article

In the drop-down section of the create post button, the user selects the article.

To complete the post creation, the user will complete the following items:

  • Title: the name of the post after creation.

  • Content: detailed content of the article. All users who shared the post can see this content.

  • Administrator: is the person who has the right to view and edit all the items of the article that are in draft or published status. For this item the user will have 3 choices:

- Admin and Supervisor: The user account has Admin or Supervisor rights on the system.

  • Display: select who is allowed to see the post. These people can only view the post in the published state and cannot edit the post. This item will have 3 options:

- Supervisor: Users have Supervisor permissions on the system.

  • Article description: describe the general content of the article.

  • Category: users will select the category and category respectively to add articles to it. Then the selected category will be the parent directory of the article.

  • Status: the status of the article has two formats, published and draft. Users who are only granted permission to display posts will only be able to see the post in the published form and not in the draft form.

  • Attachments: users can attach additional files from the device system: photos, videos, Word files, PDF, Excel, ...

Assign an article

To open the list of articles, the user clicks to open a category.

The user hovers the mouse to this position (Image 19), press and hold then moves the category up or down in the list.

Edit and delete an article

The user hovers the mouse to this position (Image 20), then it will display 2 options: edit or delete to choose.

View an article

Users click directly on the article title to view the article.

- : The user account has Admin rights on the system.

- : The user will select a group of one or more groups. Then all Users in the group are the administrator of the post.

- All users on the system can see the post.

- : The user will select a group of one or more groups. Then all users in the group can post.

Admin
Group
Personnel:
Group
Image 1: Knowledge base
Image 2: Category in the knowledge base
Image 3: Create a category
Image 4: Configuring category details
Image 5: Arrange a category
Image 6: Edit and delete category
Hình 7: Tạo danh mục
Image 8: Configuring category details
Image 9: Open category list
Hình 10: Sắp xếp danh mục
Image 11: Edit and delete a section
Image 12: Create an article
Image 13: Detailed configuration of the article
Image 14: Post manager options
Image 15: Select the article management group
Image 16: Choose who can see the post
Image 17: Select the group to see the article
Image 18: Open category list
Image 19: Assign an article
Image 20 Edit and delete an article
Image 21: View an article