Infraon's Knowledge Base

Infraon's Knowledge Base module enables users to author their articles, curate articles/guides from internal or external sources, and use, share, and manage knowledge across organizations and end-users.

Infraon's KB is categorized into:

• Article -  The article must contain complete Information with details on all aspects of the selected topic. Articles are usually intended to solve a common problem - How to configure an Email account on Outlook or How to reset an Infraon password, etc., news sourced internally (Updates on the KB module of Infraon)or externally, What to expect with the latest update of MS Office), etc.

• FAQ - Frequently asked and answered questions.

• Information - A piece of information that can be published to keep others informed about the topic. It can be a problem, instructions for a single step in a process, etc.

• Known Error - When a problem has been reported and classified as 'Known Error' and contains instructions for a temporary fix or workaround.

• Solution - When a reported problem has a permanent solution. Known errors must be deprecated when a solution is found.

The main page displays all recent articles with an option to sort the highest rated or bookmarked articles.  Information in the knowledge base is grouped into 'Categories' defined in the 'Service Catalog.'

Below are the actions available on each KB:

• Bookmark - Bookmark an article used frequently. Bookmarked posts are displayed on the right panel for easy access.

• Helpful - Mark if the KB was helpful.

• Rating - If the article was helpful, add ratings and reviews for the article. If not beneficial, add feedback to help improve.

• Comment - Add a comment on the KB.

• Like - Like an article.

• Edit or Delete - Privileged users can edit or delete the KB.

• Version History - View Version history and changes.

• Attachments - View documents/files attached to the KB

The default status of a KB would be Draft, which is changed to “Published” when the KB is published.