The Knowledge Base Module provides all the tools you will need to provide technical support to your customers, including full help desk functionality, a database allowing you to document common problems and solutions, and help features for sales and direct marketing.

The Help Desk, Sales Help, and Direct Marketing Modules allow you to search, browse and view the records in the respective databases.The Knowledge Base Module allows you to document problems and solutions among the three help databases.

Help Databases

The three help databases are organized by Help Desk, Sales Help and Direct Marketing. The databases are independent of one another, and may be accessed from the corresponding module on the navigation bar. These modules allow you to search, view, edit and print existing records. Records are entered in (and may also be located, viewed and edited) in the Knowledge Base Module.

Knowledge Base Module

The Knowledge Base Module allows you to access the individual Help Desk, Sales Help and Direct Marketing Help databases from a single form. You may locate (more advanced search capabilities are available within the individual modules, accessed from the navigation bar), enter, edit, and delete records just as you would in other areas in SMP. Each Help Article (record) has its own article number and title, and allows you to enter a related product and version number, and unlimited text to document the issue and solution.

Special Features

• Advanced search capabilities.
• Unlimited text fields for detailed documentation.
• Access databases individually or within a single form.
• Print individual help articles, or the entire database

Knowledge Base

Sales Knowledge Base