Explain. Knowledgebase (Searchable FAQ System) Technology Solutions. About Knowledgebase. Benefits of Knowledgebase.

Transcription

1 Explain. Knowledgebase (Searchable FAQ System) Technology Solutions. About Knowledgebase. Does it ever feel like you're answering the same questions over and over again? With the Knowledgebase Module offered by Technology Solutions you can save staff time while quickly providing answers to your members' questions and making sure they get the same, correct answer every time. The Knowledgebase provides everything you need to run an efficient 24/7 help desk without needing any programming knowledge. The knowledgebase allows information, whether technical or product-related, to be added and passed on to both members and member service representatives (MSR) quickly and easily. The dynamic user-friendly interface allows you to easily organize and manage your information. Whether you want to reduce the amount of time your MSRs spend answering questions or want to improve your in-house support, the Knowledgebase offered by Technology Solutions has an answer that is right for you. When a question is typed in, the knowledgebase is searched by keywords in that question to produce the answer. The system automatically searches and presents your related articles to the visitor as suggestions before they formally submit the question. The visitor then has the option to cancel or continue submitting the question. Benefits of Knowledgebase. Members can easily find the information they need on your site and that reduces the amount of time that your MSRs spend answering routine questions. Of course, MSRs can use the knowledgebase when they re answering your members questions. This ensures that the same consistent information is being provided every time, all the time. Additionally, forms, applications, and other documents can be linked to an answer to allow members complete access to the information they need without contacting a credit union MSR. Search Results for Loan

2 Knowledgebase. Product Choices Choose from the pre-populated or standard version: Pre-populated We ve pre-populated a knowledgebase with a variety of questions and answers that are commonly asked of credit union member service representatives. Categories range from general product and service to loan and credit to financial literacy. Many questions come with complete answers and are ready to publish immediately. Other questions require customization to include specific information about your credit union, such as your name, contact information, and details about product and service offerings. We ll set up your site and apply simple customization. The basic framework is set up, and you need only to edit the information, and your knowledgebase is ready to assist your members all day, every day. You can edit your knowledgebase at any time. Basic We ll set up your site and apply simple customization. When you re ready, you can enter your categories and articles and build your knowledgebase at your own pace. Pre-populated Knowledgebase Apply simple customization

3 Features. Administration Features: Re-brandable We can add your logo and change the look and feel according to your website's color scheme. Knowledgebase Management with Ease of Use With the user-friendly interface, you can build an accessible knowledgebase that can be readily understood. The dynamic user-friendly interface allows you to easily organize and manage your questions/articles. Unlimited Category Depth You can create unlimited categories and sub-categories under them so that you can categorize your content in the best possible way. Categorized Display, Easy to Navigate The articles are displayed in a categorized way which makes it easy for your members and other website visitors to navigate the knowledgebase and find the answer to their question in less time. Category Descriptions Each category can be assigned a text description that will help the users to know more details about that category. This description will appear under each category in the knowledgebase. Search Knowledgebase Powerful search capability allows your users to search for the relevant content inside the knowledgebase. Full text search feature allows searching within question/article title, description and content. WYSIWYG HTML Editor The built-in powerful WYSIWYG ("What you see is what you get") HTML Editor allows you to quickly create and edit your articles. Use the WYSIWYG toolbar to easily format your article text. Search Engine-friendly URLs The knowledgebase script offers search engine-friendly URLs for dynamic knowledgebase articles. We can turn this feature on or off for you. With this feature in place you can feel safe about the knowledgebase articles getting indexed by search engines. This will help increase your search engine optimization (SEO) and make it easier for people to find your website. An example of a search enginefriendly URL is Categorized Article Display

4 Knowledgebase. Cross-browser Compatibility The knowledgebase software is fully cross-browser compatible, which means your website visitors can access the knowledgebase from any industry standard Web browser of their choice. (The software has been tested on Internet Explorer, Opera, Firefox and Safari Web browsers successfully.) Multiple Administrators Supply us with the list of staff members who ll be working on your knowledgebase, and we ll create the following groups of users for you: - Writers Writers can create knowledgebase articles, edit their own articles and add attachments to their own articles. All the articles created by the writer account are pending for approval by Editors. - Editors Editors can create articles, edit articles created by either writers or editors, approve/reject articles created by other writers, move articles to the trash box, create new public categories as well as protected categories, manage existing categories, and approve/reject comments submitted by knowledgebase users. - Superusers - Superusers can manage all aspects of the knowledgebase system without any restrictions. The superuser can manage users, manage user groups, and view statistics for the knowledgebase. User Groups Support and Protected Categories The knowledgebase software offers built-in support for user groups and protected categories along with powerful user-group permissions. Protected categories can contain content which is not accessible to public users (that is, visitors to your site). You as an administrator can create user-groups and assign employees/members to those groups. With the support of user-groups, you can limit which content in your knowledgebase different members/users can see based on which group they belong to and which areas (protected categories) of your knowledgebase that user group can access. Quick-edit Articles The Quick-edit feature allows you to make changes to articles/questions in your knowledgebase from the public area of your knowledgebase when you're logged in as a superuser. A special link titled "Edit Article" appears in the article/question view page when you are viewing the article/question as a superuser. You can click on this link to go directly to the edit page where you can make the required changes and save the updated version. Auto Breadcrumbs Breadcrumbs are automatically created for every article and every category in the knowledgebase. The use of breadcrumbs is a navigational technique displaying all visited pages leading from the home page to the currently viewed page. All pages are linked for easy backwards navigation. The breadcrumb is placed near the top of the view article page for easy navigation. File Attachments with Article Add attachments to provide additional information (such as a disclosure) for your members. Voting Statistics as Color Progress Bar Review the ratings for a particular article and modify its contents based on the ratings and comments received from users.

5 Save User Questions - Online Contact Form Visitor questions are automatically ed to administrators and stored in the knowledgebase for easy review. The administrator can review the submitted questions and can add them to the knowledgebase so that if other users have the same question, they can find the answer online immediately. Online Glossary Management You can define commonly used terms in your articles so that users can click on them in the glossary section to view their definitions. With an integrated glossary module, your knowledgebase is complete. This knowledgebase glossary provides a collection of knowledgebase documents that define many technical terms. These terms are arranged alphabetically, but you can quickly jump to a specific term by selecting its first letter from the index at the beginning of the glossary. Viewing Features: List of Related Articles A list of related questions/articles is displayed under every question being viewed by the user. Complete Article Information Every article displays the information such as the author name, author address, article created date and time, number of times article viewed, and article ratings. List of Top 10 Popular Articles The system dynamically creates and displays the list of your most popular 10 articles on the knowledgebase homepage allowing your knowledgebase to become more valuable with each interaction. List of 5 Recently Added Articles The system will display the list of 5 recently added questions to the knowledgebase on the homepage. Visitors have the option to: - Save the article for reference Visitors to your site can print or bookmark the article and can also export it to MS Word format or to PDF. - Share the article Visitors can the article to a friend or use the integrated social bookmark services to create a public bookmark of your knowledgebase articles by a mouse click. - RSS XML Feeds for Categories RSS feeds provide fresh content to keep the search engines coming back. - Vote for each article Visitors can rate an article for its helpfulness on a scale of 1 to 5. - Comment on each article Visitors can post comments about an article. Share the Article

6 About Us. CU Solutions Group CU Solutions Group helps its customers serve, grow and build financial strength by offering solutions that manage strategies pertaining to technology, marketing, membership enhancements and performance management. Technology Solutions Technology Solutions is a full-service technology company with solid expertise in Web, mass media, digital, data, programming and more. We help our clients leverage these tools to provide them with unparalleled access to all the resources they need to grow their organization from one source Technology Solutions. We are an SAS 70 certified and credit union-owned company that has been serving hundreds of credit unions and credit union organizations nationwide, and their technology needs, since We worked with an auditing firm to achieve SAS 70 Certification as a result of our commitment to the needs of our clients and efforts to manage our systems securely and effectively. Technology Solutions offers: Web Design & Development Financial Education Content Automated Applications Member Communication Tools For more information: To learn more about Technology Solutions and our quality products and services, please: Visit Call your Business Consultant at [email protected]