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Article Information Modified Contact Us Customer Care (800) 996-myKB Toll-Free (480) 424-myKB Local Phone (602) 532-7941 Fax  myKB.com 8399 E. Indian School Rd. Suite 101 Scottsdale, AZ 85251 Sales: SalesTeam@myKB.com Marketing Marketing@myKB.com myKB Online Support http://kb.myKB.com Partnerships Partnerships@myKB.com Support Support@myKB.com Feedback Feedback@myKB.com myKB Knowledge Base Software - We don't make great support - we make great support possible.  (... more) 1/5/2009 Guided Search Overview Guided searches work like a table of contents - they walk users through knowledge base information based on the category and sub-category groupings that you have organized. Instead of simply searching for key terms or dates, guided searches allow users to view broad categories of information and "drill-down" to the appropriate level of detail. There are two display options for the Guided Search panel. Your Knowledge Base Administrator selected either the Tree View or Browse View for your (... more) 10/16/2008 (SME) Subject Matter Expert ...a well informed member of your company who has mastered a subject in its entirety. A subject matter expert is a person in your organization that has 100% understanding about a certain product or service that your company provides. This person usually has a low level grasp on how this service or product integrates and effects other products or services your company provides. Subject matter experts are usually assigned the task of Editor for their partition. This person is then in (... more) 10/16/2008 Create a link to your bookmarks, and open them in the left window The myBookmarks feature in myKB runs in a section of your internet explorer called the "Search Companion". This is the area that Microsoft Internet Explorer uses to help you search, display history, media player, favorites, etc. This "Search Companion" runs independently from your regular browser area. This means that you do not have to be using your myKB knowledge base to access your myBookmarks. The page name for myKB favorites that you need to bookmark is Favorites.aspx. The trick (... more) 10/16/2008 Stop Seven: Non-Registered User Wrap-Up The last six stops on the tour have shown you the basic knowledge base layout, and how information is captured, located, and transferred to your public users. The second portion of this tour will walk you back through the knowledge base as a Registered User with the user type of "Reader". Reminder: Readers can view and search both Public and Internal knowledge base information. You will need a User ID and Password to log in as a Reader. Click the "Login" link in the KB Search panel and enter (... more) 7/28/2008 Stop Six: Transferring Information We have reviewed several ways that Non-Registered Users are able to search the Public Information within a myKB knowledge base. After the results listing is returned, knowledge transfer begins. Users simply click on an article title to open it. All Public Information within the article is displayed. By noting the Article ID, the user can quickly return to this article in the future. If the user wishes to e-mail the article text to themselves or another individual, they simply click the E-Mail (... more) 7/28/2008 Stop Five: Growing Your Knowledge Base Welcome back. We are now going to discuss the third panel that appears on the "Home" screen. As you read earlier, this panel only appears after some type of search has been performed. This Submit a Question to the Knowledge Base panel allows users to request additional information on knowledge base topics, request clarification on specific articles, request answers to questions not covered in the knowledge base, etc. It allows public users the opportunity to help you grow your knowledge (... more) 7/28/2008 Stop Four: Locating Information, Cont. Good job! That was a simple example of a KB Search, but it showed how to perform a search as well as what the results listing would look like. There are several other types of searches that can be performed using the Search Filter underneath the "Start Over" link. Did you notice the "Submit a Question" panel beneath your results listing? This panel allows you to submit a question if you need clarification, or were unable to locate the desired information. We'll talk more about submitting (... more) 7/28/2008 Stop Three: Locating Information Take a look at the mousetrail above this article.... You are now inside a new category called "Non-Registered User". All of the articles in this category will walk us through what Non-Registered Users are able to do within your knowledge base. To begin, let's discuss how the myKB "Home" screen is used to locate information. Knowledge Base "Home" When users first access your knowledge base, they arrive at the knowledge base "Home" screen. This screen consists of two main panels - a Search panel (... more) 7/28/2008 Stop Two: Security Did you notice the yellow folder icon next to each category? This icon indicates the the contents of the folder can be viewed by everyone - it is Public information. As an online application, we take securing your knowledge base very seriously. All information within your knowledge base can be designated with a security type of Public or Internal: Public information can be viewed and searched by all users who access your myKB knowledge base. We call these users Non-Registered Users.  (... more) 7/28/2008 Stop One: Capturing Information Articles Knowledge base articles are used to collect and store your company's knowledge. Authorized users may enter articles using an intuitive text editor (similar to word processing applications), cut and paste existing text into the article, or create links to existing online company files. Each article has a unique number that allows users to quickly locate it. This number is displayed to the left of the article text. The text you are currently reading is stored within article number 302. (... more) 7/28/2008 Access Security Understanding your needs we take securing your knowledge base software very seriously. All information you provide your customers within your knowledge base can be designated with a security type of public or internal. Both security types are explained below: Public information can be viewed and searched by all users who access your myKB knowledge base. We call these users Anonymous Users. We are logging every request by IP and providing a security report. Internal information can (... more) 6/12/2008 Managed Response By using myKB knowledge base software your company's support can be looked to when deploying a communication strategy. In fact, myKB knowledge base software can even be used to support customers by integrating with your existing communications strategy. Content-specific articles can be added with HiddenWord search capability. The myKB advanced UsageStatistics helps you so you can deliver targeted content. myKB knowledge base software keeps your knowledge organized, and also keeps (... more) 6/12/2008 Online Self-Service Do you have your information in the right place?  Customers and employees rely on your support.  With a myKB knowledge base software you can deliver your proven support through a self-service knowledge base on your intranet and website 24 hours a day.  You control the content and delivery using our highly effective security controls.  You have the ability to deliver the right amount of support to each customer: end-users, buyers, distributors, vendors, and employees,  to name a few.  myKB (... more) 6/12/2008 XML / RSS Content Syndication You can use your myKB Knowledge Base Software as a content manager. The myKB Knowledge Base Software syndication tools make it easy to distribute information. In-fact, the article you are reading on this page was written as an article inside our knowledge base. http://kb.mykb.com/Article_2D5B8.aspx Click here for the original knowledge base article http://kb.mykb.com/ArticleRSS_2D5B8.aspx Click here for an RSS version of this article The latter is an RSS (Really Simple (... more) 6/12/2008 Supporting your Customers Who are your customers? It's is important to remember that the customers of your organization are not limited to the buyer of your products and services. Your organizations' customers include ... Employees Products and Service Buyers Suppliers Vendors Resellers Anyone coming in contact with your organization How do you support your customers? Adding knowledge base software with a superior security model will allow your organization to support all of your customers. In (... more) 6/12/2008 Smart and Easy myKB Knowldge Base Software employs the very best search tools on the web. Smart! Our search logic enables customers to quickly scan for keywords, dates, phrases, and article IDs throughout the entire knowledge base.  Customers using your support will turn to the KB Search for quick results.  Any time a KB Search is performed, a Results Listing will display with links to all articles that match the customer's search criteria. Easy! You can offer your customers either a Tree View (... more) 6/12/2008 Communications Strategy Does your support keep your business?  Your knowledge base will help you immediately implement a two-way communication strategy.  Your myKB knowledge base software utilizes the best tools available to measure your communication strategy's effectiveness. Place hidden search terms within articles to direct customer attention to related articles.  Store the same article in multiple categories to increase exposure. Syndicate content on any web or portal from your knowledge base.  (... more) 6/12/2008 Editor's Control As a myKB Knowledge Base Software editor, you have control to edit content as you would with a word-processor. You can modify font-size, color, type-face, tables, and many more word-processing features. This is all in a "What You See Is What You Get" (WYSIWYG) editor. No programming experience is needed. If your team can type, then they can work in myKB. Managing documents and references for all popular files for images types, Adobe® files, Microsoft Office® Family files, and most any (... more) 6/12/2008 Contact Centers Your myKB knowledge base is built collaboratively. All customer service representatives, even relatively inexperienced representatives, build your myKB knowledge base as they use it. myKB Knowledge Base Software implementation specialists and subject matter experts help motivate customer service staff to fill the knowledge base rapidly and integrate it into their everyday workflow. Every question is answered just once in your myKB knowledge base. That answer works unbelievably hard (... more) 6/12/2008 Human Resource (HR) Communication The ability to quickly and easily locate HR information, forms, etc. can save your employees time and your company money. Posting this information on your secure website will allow your staff to access this information at any time and from any place. Some examples of information that can be posted on-line are: Job Openings Health Insurance Coverage Information and Forms 401k and other Savings Plan Information Moving this information to an on-line resource also reduces the burden (... more) 6/12/2008 Intranet Help Desk Whether your employees telecommute from home, occupy multiple office buildings, or move between client-sites across the country, they all can access the knowledge stored in your myKB knowledge base. No more waiting until the morning to access product specifications or having to call your help desk to answer a question -- the power of the Answer will be available online 24 hours a day, 7 days a week. Your help desk will have the answers every employee builds and be able to share the (... more) 6/12/2008 Advanced Reporting At any point in time you can request accurate and dynamic statistics to measure how your knowledge base software is being used. Our reporting tools include Archived, Audit, Usages, and Storage statistics. Our archived usage report is one of the standard tools. We track the keywords used, search logic requested, and even the number of results provided. This helps you quickly see how certain issues are escalating and how your support responds. You can quickly find the most used articles in (... more) 6/12/2008 Manage Knowledge In a few short steps, myKB Knowledge Base Software can deploy a knowledge base for your intra-net, help desk, contact center, and website. Managing documents and references for all popular files for image types, Adobe® files, Microsoft Office® Family files, and most any other file formats can be referenced simply with our advanced knowledge base software control panel.  There can be an unlimited number of categories and sub-categories that store your articles. Cross-reference (... more) 6/12/2008 Supporting your Team How do you support your team? How do you find out what your team needs from you? How many versions of policies do you have? How do you give distribute newsletters in your company? Why not imagine having a help-desk on-line and immediately available to all your employees. Your company with benefit from reducing the costs of loosing your hard earned knowledge. Put it in myKB and make it search-able.  myKB is the best software available to capture, organize and share information (... more) 6/12/2008 Technical Support Contact centers that answer questions for customers regarding their software and hardware needs are commonly in need of a centralized location to capture, organize, and share solutions. myKB Knowledge Base Software was designed inside a technical contact center and programmed for the real world needs of a technical support staff. With all your information captured in one place, organized, and shared on the internet, the misunderstanding of a series of intricate steps is far less likely (... more) 6/12/2008 Instant Deployment myKB Knowledge Base Software is extremely fast to deploy! Using today's tools, there is never any desktop impact. Desktop installed software is non-existent. Your knowledge base software runs entirely from our protected servers and dependably works in any popular Internet browser. We reduce your IT deployments costs. According to stringent standards we regularly upgrade our software and include constant process improvements without you having to install a single file. As an Application (... more) 6/12/2008 Cost Replacement With many levels of cost-replacements in the market place, it is hard to choose the best fit. You can find the costs to range from a few hundred dollars to over a hundred thousand. We at myKB are intelligently priced below most of the alternatives. You have to ask yourself, "Is that feature worth $20,000?" - probably not. We at myKB have carefully used existing and state of the art technology to build the premier offering available. Including our 100% guarantee. We are so confident (... more) 6/12/2008 Support Your Resellers with myKB Knowledge Base Software How do you give support to your resellers? If your company is actively encouraging fulfillment of your products or services through a reseller channel then you need myKB knowledge base software.  Priority Technical Support Controlled by You Developed through your partners New Revenue Opportunities Show your channels that you're ready for the support challenge. With myKB in place you can say, "It's in the knowledge base!" Storefront resellers, retailers, catalog marketers, and (... more) 6/12/2008 Supporting your Software How do you support your software? How do you track what your users expect from your support? How many versions of your software do you have? How do you give support on your website? Why not imagine having a self-service website, customer service call center and help-desk team immediately using one solution. Your company will benefit from reducing the costs of losing your hard earned knowledge. Put it in myKB Knowledge Base Software and make it search-able.  myKB Knowledge Base (... more) 6/11/2008 Web Based Knowledge Base Software As a hosted knowledge base software solution, myKB provides you the opportunity to take full advantage of a well programmed software product without the hassle of installing and configuring that product on your company network or using internal resources. NO Software to Install NO Special Equipment Needed NO Extra Licensing Required With myKB's DATA GUARANTEE, the dedicated resources of a managed hosting solution and the benefits of extremely fast server hosting makes good sense. (... more) 6/11/2008 Get Professional, Affordable, and Easy to Implement Knowledge Base Software with myKB. See how myKB works better! FOR IMMEDIATE RELEASE myKB.com™ on How myKB works better... The basics for each of myKB’s products are the same. The myKB system is a professional knowledge base software application that simply and easily is added to an organization’s public Internet web site or internal Intranet. Users of myKB Knowledge Base Software are able to access an organization’s knowledge base via a web browser. What makes myKB’s product line different is the fact that an organization can have a (... more) 6/11/2008 myKB Launches "Help for Helpers" Program. Free Knowledge Base Software to Non-Profit organizations! FOR IMMEDIATE RELEASE Keeping knowledge in any organization is difficult. Many companies are challenging the way they retain knowledge from staff turnover, re-organization and mission changes by using myKB knowledge base software. But, myKB has found retaining knowledge in a not-for-profit organization is even more difficult due to limitations on volunteer’s time. We at myKB want to help these important organizations keep what they work so hard to build.  myKB has launched a (... more) 6/11/2008 myKB.com Knowledge Management and Knowledge Base Software; it helps Customer Service! myKB (mykb.com), publishers of myKB Knowledge Base Software, myKB Pro Knowledge Base Software and myKB Enterprise Knowledge Base Software, has completed the development of its new release core products. MyKB is a low priced knowledge management tool designed specifically for organizations that offer customer service and technical support. All companies and organizations that support a product or service will benefit from myKB’s new products. Organizations have also found myKB’s product line (... more) 6/11/2008 Read about how myKB.com Reduces Overhead Costs for Customer Service myKB.com™ on Reducing Customer Service Costs. Customer service software can give companies cost effective ways to manage collective knowledge for 1/100th of previous costs. myKB Knowledge Base Software allows companies to support customers and support their internal teams for a fraction of the cost of other knowledge management systems. More and more organizations find that they need to manage information and distribute it to interested parties. Products from myKB Knowledge Base Software (... more) 6/11/2008 What is knowledge management? myKB.com™ on What is knowledge management? Customer service and support are a big part of every successful organization. Collecting and compiling all of the data required to support a product or service is every organization’s challenge. To make the information accessible, understandable, and available to the individuals that need it is knowledge management. myKB’s products give organizations a uniformed way to manage and make available their information.  It is a single place to (... more) 6/11/2008 myKB.com Introduces Version 4.0 -- Read all about it. myKB.com™ on Version 4.0? A new version of myKB Knowledge Base software is available immediately. myKB V4 is the top-selling knowledge base software offering. The newest improvements include an extremely enhanced security model, better implementation of navigation, permissions based security, RSS functionality, simple website content management, upgraded interface, and flexibility settings for any user and inherited user groups. Also included is your choice of tree-view or (... more) 6/11/2008 Career Opportunities with myKB Don't forget myKB when you're looking to take your career to the next level. We're always interested in talking to dynamic, motivated, and talented technologists and systems implementation experts.  Please email all resumes to jobs@myKB.com. Top Ten Reasons to Join myKB: We Love myKB Awesome Technology Fun and Intelligent Teams Great Location in Scottsdale, AZ Start-Up Environment Honest and Friendly Culture Great Opportunity Flexible  Schedules Huge Potential   (... more) 6/11/2008 myKB Knowledge Base Software Features Overview List Match the look and feel of your website Enter, edit, and refine articles in your web browser. Enter and edit unlimited user accounts. Enter and edit unlimited article categories. View usage statistics on-line. Track changes, deletions, and log-ins. Review user searches to optimize your knowledge base. Real time backups available for download. Customize security access by user type. Edit articles in an word-processor-like editor. Add advanced article formatting. Custom fonts, colors, bullets, (... more) 6/11/2008 Reliable Back-Ups (Scheduled and On-Demand) Your myKB knowledge base software is specially designed to be safe and reliable to use. Integrated into the programming are special back-up and restore procedures which give you the confidence to be creative. We spare no expense and never compromise on back-up security.  Hosting engineers perform scheduled backups to protect your data. As a further convenience we have an integrated back-up tool you can use at any time.  You can download a back-up of your entire myKB knowledge base (... more) 6/11/2008 Content Syndication myKB is the first and only knowledge base software to offer content syndication. For the first time you can use the same editing tools and review process in your knowledge base software to distribute the KB content outside of the knowledge base. You want a knowledge base to capture, organize, and share your information in a secure way.  Content syndication takes sharing this knowledge to a new level.  myKB makes getting your ideas out there possible. Publish your myKB knowledge base (... more) 6/11/2008 Ten reasons to use myKB knowledge base software: Empower people with knowledge of your product and services around the clock Capture and retain knowledge investments Organize information in a universal and simple way Share best practices in an easy-to-search interface Replace costly ineffective alternatives that drain company resources Analyze when and how your organization thinks with statistics Identify escalating issues quickly to deliver solutions Deploy effective communication strategies instantly Works securely in most (... more) 6/11/2008 Hosted Data Guarantee We understand that securing your data is a top concern when you deploy a hosted software solution.  Let us alleviate your concerns.  As a .NET solution hosted on advanced Microsoft servers, all critical updates and appropriate patches are applied real-time upon release.  Your data is only available to be edited by your user list. This means security and reliability risks are dramatically reduced. The myKB security framework was designed and programed by well-known industry security (... more) 6/11/2008 Demo myKB Knowledge Base Software Welcome to the myKB Knowledge Base Software Demo Section We will provide a you with a demonstration using the simple navigation of the myKB Knowledge Base Software. Each article has been specifically created to guide you to the next while explaining how anonymous users benefit from using your Knowledge Base. The myKB Knowledge Base Software is full of great features that we are excited to show you! Click Here to start the a demo.   myKB Knowledge Base Software - We (... more) 6/11/2008 myKB Knowledge Base Software Support - Available 24 / 7 Support is vital for the success of your organization's myKB Knowledge Base Software implementation.  We offer a variety of options to support you onsite, online, and via telephone. We believe that myKB Knowledge Base Software offers users the fastest and easiest way to access support information -- 24 hours a day, 7 days a week.  In fact, we use myKB knowledge base software to store our own product documentation.  All registered myKB customers will be given access to our support site at (... more) 6/11/2008 About Us myKB is a high-end customer service and help-desk software development company specializing in Knowledge Management. Our primary product is the myKB Knowledge Base Software, which can be deployed as a hosted solution or installed onsite.  No matter the size of your business, the type of business, or the type of installation, we are confident that myKB can instantly benefit your organization. The myKB application was created by a team of software engineers, support desk managers, and (... more) 6/11/2008 CONDITIONS AND TERMS OF USE IMPORTANT! PLEASE READ THIS AGREEMENT CAREFULLY.  YOUR LEGAL RIGHTS MAY BE AFFECTED BY THE CONTENTS OF THIS AGREEMENT.  THIS AGREEMENT CONTROLS ALL ACTIONS AND ACTIVITIES ARISING OUT OF OR RELATED TO THE USE OF MYKB SERVICE, INCLUDING THE RESOLUTION OF ALL DISPUTES THROUGH BINDING ARBITRATION, AS DESCRIBED BELOW.  YOUR AGREEMENT TO BE BOUND BY THESE TERMS AND CONDITIONS IS EVIDENCED BY YOUR UTILIZATION OF THE SERVICE, AS INDICATED ON THIS WEBSITE. This Terms of Service Agreement (... more) 6/11/2008 Software Resellers Wanted myKB is offering an outstanding opportunity for software resellers to promote the myKB Private Label solution.  Web design companies, programmers, consultants, and other entrepreneurs are experiencing additional revenue growth through this opportunity.  The Private Label option enables customers to re-brand the myKB knowledge base softare with their own company logo and name.    Success as a re-seller comes from a solid product and solid re-seller support.  myKB is committed to giving (... more) 6/11/2008 Call-Out Main Try myKB Use the Guided Demo Request a free trial Use Our Knowledge Base Learn More Learn about Our Services Ask a Question Schedule a Call     (... more) 6/11/2008 myKB Knowledge Base Software :: Pricing Our myKB knowledge base software is intelligently priced for every budget. We're not ashamed or embarrassed of our pricing, so unlike our competitors, we display them on our website. Every myKB knowledge base, comes with ... Unlimited Administrative Accounts Unlimited Custom User Accounts Unlimited Security Settings Per User Account Unlimited Categories Unlimited Category Groups THE MOST flexible security system in any knowledge base We are so confident you will (... more) 6/11/2008 Rejected Articles ... part of the myKB check and balance system You can grant system privileges to Users that will allow them to Reject an article. When an article is rejected, it's rejected with a reason, and is queued back to the subject matter expert.  That article is temporarily taken out of view from the anonymous user, as well as any user without access to view Rejected Articles. You can view a list of the rejected articles by going to the Article Menu, then selecting List Rejected.  (... more) 6/11/2008 Call-Out Try myKB Use the Guided Demo Request a free trial Use Our Knowledge Base Learn More Learn about Our Services Ask a Question Schedule a Call     (... more) 6/11/2008 What Is an Article? All information in your myKB knowledge base software is stored in Articles. Articles are knowledge templates that store data related to a specific topic. This topic is identified as the article's Title. Articles help to organize your information into easily updated, organized, and searchable topic areas. Articles are stored within knowledge base Categories. These categories group similar articles (topics) to facilitate user location of the information they contain. To explain how the (... more) 6/11/2008 Deleting a Category Note: Categories cannot be deleted if they contain any sub-categories or any articles. This security feature prevents the accidental deletion of categories that contain active information To access the Category Maintenance screen, click on the Maintenance menu then select Categories. This will display the list of available categories. The system will then prompt you to confirm that you wish to permanently delete the category. Clicking Cancel will cancel the deletion request. (... more) 6/11/2008 Who Can Modify A Category? Only the Admin user and those users given security rights can modify a category within the myKB Knowledge Base Software. Users can be given access to modify categories from the edit user screen, system privileges tab, and select Access Category Maintenance. Category modification is performed within the Category Maintenance screen.  (... more) 6/11/2008 Moving / Reorganizing Categories As new categories and sub-categories are created to organize knowledge base articles, the category "tree" that displays in the Guided Search panel will grow. Each "branch" of this tree contains the root category and all sub-categories within it. At any point, a category may be moved to a different branch by modifying its Parent Category. The Parent Category may be the root category, or any sub-category within the branch. When a category is moved, all of its sub-categories and articles are (... more) 6/11/2008 Accessing Category Maintenance Admin users and those users that have been given access to Category Maintenance can Create new categories, Edit existing categories, or Delete categories by going to the Maintenance menu item and selecting Categories.  (... more) 6/11/2008 You've already got the knowledge, now use Knowledge Base Software to share it! Companies thrive by sharing what they know.  Your company has spent years accumulating information, producing subject matter experts, writing product documentation, and developing customer service policies.  But are you able to quickly connect your customers and employees to this information when they need it?  With myKB Knowledge Base Software you can provide the answers they seek by facilitating knowledge transfer quickly, easily, and securely. myKB is powerful, configurable, and (... more) 6/9/2008 VIDEO: How to Login/Logout  (... more) 5/22/2008 Article Contents and Actions Depending on the security settings of the user accessing the article, different fields will be visible and different actions will be available. Anonymous users who open an article will see the following read-only fields: ·  Mousetrail Above each article, the "mousetrail" that the article resides in will display. For this article, the mousetrail is Home > Article Usage and Navigation. This mousetrail shows the user which category/sub-category "trail" was followed to locate this article. (... more) 4/28/2008 How to Edit or Modify an Article To modify an article, open the article, select the Article link from the menu, and Edit Article. This will open the Edit Article screen. The Edit Article screen will allow you to add or change information in every article field. Once you have completed your changes, click the Save button to verify and submit the data. If an errors are encountered, the appropriate errors messages will display at the top of the screen. At any time, you may click the Cancel button to exit the article (... more) 4/28/2008 Who Can Edit or Modify an Article? By default only the Admin user can Edit or Modify an article.  You can give any user the ability to Edit or Modify articles through user maintenance.  Select the Maintenance Menu, and Users, then Edit the User you want to give the ability to edit articles.  Once you have the Edit User screen, there are two ways to give the user access to edit articles.  The first is by Category Groups.  If you want to give the user the ability to edit articles only in specific Category Groups, select the (... more) 4/28/2008 Who Can Delete an Article? By default only the Admin user can Delete an article.  You can give any user the ability to Delete articles through user maintenance.  Select the Maintenance Menu, and Users, then Edit the User you want to give the ability to Delete articles.  Once you have the Edit User screen, there are two ways to give the user access to Delete articles.  The first is by Category Groups.  If you want to give the user the ability to delete articles only in specific Category Groups, select the Category Group (... more) 4/28/2008 How to Delete an Article To delete an article, open the article and select the Article Menu then click the Delete Article link. The system will then prompt you to confirm that you wish to permanently delete the article. Clicking OK will remove the article from your knowledge base. Once an article has been deleted, it cannot be retrieved. Clicking Cancel will cancel the deletion request. (... more) 4/28/2008 Who Can Create Categories? Who Can Create Categories?  By default only the Admin user can create, edit, or delete categories.  You can give other users the ability to manage categories through the user maintenance menu.  Go to Maintenance Menu, Users, click edit next to the user you want to give access to manage Categories, select the System Privileges tab, and check the box next to Access Category Maintenance.  (... more) 4/28/2008 Consistent, Reliable Information Misunderstanding of a series of intricate steps is far less likely when every service representative is working from the same approved information. Solutions are developed once and used again and again.  (... more) 4/28/2008 How to E-Mail an Article Your myKB knowledge base offers an E-Mail Article feature that enables users to send article text to themselves or to others. For more information on security concerns regarding e-mailing articles, see "E-Mail Article -- Security Controls". You must be within the article in order to e-mail it - this way you may only send articles that you personally have access to view. The E-Mail article link will display in the article's Action Box as a small envelope icon. Click this link to open the E-Mail (... more) 4/28/2008 Article E-Mails -- What the Recipient Sees The e-mail that is sent has a Subject of " Article" and has the "From Name" as the Sender. After opening the article, the recipient will see the following information: To: To Name, To E-Mail From: From Name, From E-Mail (Typed in from web user) Comments: The Comments entered on the E-Mail Article form. Article Link: A link will take the user to the on-line article. Article Footer: The Article Footer as listed in menu option Maintenance-KB Settings-Article Header and (... more) 4/28/2008 New Service Representatives Become Effective Faster Customer service training can be focused on the process of customer service, rather than the tiniest details of your product. New service representatives become effective quickly, reducing the time and cost involved in your hiring process. (... more) 4/28/2008 Moving an Article to a new category Articles can be assigned to multiple categories. There are two places that you can categorize an article, both in the Edit Article Screen. On the first "General" tab there is a "Default Category" option. This option is the first category that the article can be assigned to. On the second "Additional Categories" tab (pictured below), you have the ability to choose additional categories. This is done by checking the box next to the category you want this article to ALSO be (... more) 4/1/2008 Optional Content When entering or editing an article there is a tab labeled ‘Optional Content.’  There are two entry boxes on this tab ‘Search Terms’ and ‘Contact Information.’  Search Terms: This is used to enter keywords to help users find this article.  You can enter abbreviations for terms or common misspellings.  This information will not appear in the article, but is only used to find an article when users perform a search. Contact Information: This field is automatically populated (... more) 4/1/2008 Category Groups and Anonymous Users When I put a categories in a category group anonymous user cannot find them? The idea of category groups is to group together categories that you want to then grant access to users to do something with. A perfect example is Sales. If you create a sales category group, you can then grant access to users in your company to perform tasks against all the articles in the Categories that belong to the category group of Sales. So you could grant the sales manager access to Edit, and all the (... more) 3/31/2008 Create an Automatic User Login -- Via URL and Form post myKB.com offers the ability to provide a login URL, that accepts a user name and password, to perform an automatic login. One draw back to using this solution, is that the user's login and password are sent in clear text, via the URL. Usually this is not a problem, as the user logging in is the same user that would be supplying the password. The URL format for an automated login to your myKB.com account follows.  (... more) 3/21/2008 Logging In - User ID/Password The myKB security model requires users to enter a valid User ID/ Password combination to log in to the knowledge base. The login screen can be accessed via the kbAuth.asp page or via the “Login” link next to the knowledge base Title. From the login screen the user will enter their valid User ID and password combination. Note: Passwords are case-sensitive.  (... more) 3/21/2008 Adding Images to an Article You will need to host the image(s) that you need to appear in an article. Most corporations have servers for this purpose but if your company does not there are many free online photo hosting solutions available. Once you have obtained the hosted image's URL, you need to can either create a new article or navigate to an existing article and choose Article > Edit Article on the menu bar. To view the HTML markup, click the HTML check box under the Article Body text box. Click where you (... more) 2/21/2008 Can non-registered users use the search function? Searching can be turned on or off in two places of myKB - on a per user basis. Show Search on the Home Page Show Search on the Article Page For users that log into your system (employees / vendors) this is easy to setup. What about users that do not login to your system? These users are known as "Anonymous Users" and if you notice on the Maintenance | Users - User List - there are two system user accounts that cannot be deleted. One is Admin, and one is Anonymous User. (... more) 2/8/2008 How can I use an external CSS file? If you have a style sheet on your website, you can reference that style sheet, and it will be applied to your myKB page. This is mostly used for layout, header and footer content. The purpose here is to make it as easy as possible for you to skin your myKB knowledge base, look like your website. You can also apply these style elements to article content. You cannot however apply these elements to the myKB controls that are printed on the page. These are hardcoded css names, and can (... more) 8/28/2007 Download a backup of your myKB.com A copy of your myKB.com knowledge base is available real time from the admin control panel. Once you are logged into your mykb.com knowledge base with the ‘Admin’ user profile, you will have the option of Download Backup from the Admin Control Menu. This option is only available to the ‘Admin’ account, not every user account assigned to the ‘Administrator’ profile. This purpose is explained later in this article. Selecting this option will start the process of downloading your backup. The (... more) 2/20/2007 FAQ :: How do I turn on the Login Link for my mykb page? You can turn the login prompt on in the user settings, under system privileges. The thing to remember is to turn it on for the Anonymous User, which is the user account being used, before you login. Go to Maintenance, Users, Edit the Anonymous User, and then the 3rd tab "System Privileges" about 6 or 7 from the bottom you can turn on the login links. Don’t forget to save the user account. Now if you log out, you’ll see a login link, in the top right corner of the screen.  (... more) 7/13/2006 Logging In Upon registering for your myKB knowledge base, your company was provided with an ID and password to access this support site. Click the "Login" link above to access the knowledge base using your ID and password. If you have misplaced this information, please contact your company's Knowledge Base Manager. If your company requires a replacement ID, please contact your sales representative. UPDATE. At this point there is no hidden information for cusotmer of myKB. At one time, access (... more) 5/23/2006 Contact myKB.com myKB.com 8399 E. Indian School Rd. Suite 105 Scottsdale, AZ 85251 Toll Free: (800) 996-myKB Local: (480) 424-myKB Fax: (602) 532.7941 Click to e-mail us. Sales: SalesTeam@mykb.com Support: Support@mykb.com  (... more) 8/30/2005 Modifying a User Account Click on the User Maintenance link within the Admin Control Menu to access the User Maintenance screen. The User Listing panel displays the User ID, User Role, Status, and E-Mail address for all current knowledge base users. There is an "Actions" column to the left of each User account which displays the available actions that can be performed. The Edit option is available for every User account in this list. To edit a User account, simply click the Edit link for that user. The Edit User (... more) 8/29/2005 Who Can Modify a User Account? Only users who are designated as Administrators are able to modify User accounts. User account modification is performed within the User Maintenance screen(s). (... more) 8/29/2005 Deleting a User Account Click on the User Maintenance link within the Admin Control Menu to access the User Maintenance screen. The User Listing panel displays the User ID, User Role, Status, and E-Mail address for all current knowledge base users. There is an "Actions" column to the left of each User account which displays the available actions. The Delete option is available for every User account in this list other than the Administration ID that was delivered with your knowledge base. To delete a User (... more) 8/29/2005 Who Can Delete a User Account? Only users who are designated as Administrators are able to delete User accounts. User account deletion is performed within the User Maintenance screen(s). (... more) 8/29/2005 Who Can Create User Accounts? Only users who are designated as Administrators are able to create User accounts. Administrators are also able to modify or delete exisiting User accounts. (... more) 8/29/2005 Adding a New User (Field-by-Field) The Add New User screen contains fields to capture basic user profile information. Each field is described in detail below: User ID: Required. This is the User ID that will be used to log in to the knowledge base. The User ID must be unique and must be between 4 and 20 characters. This field is not case-sensitive when logging in. Status: This flag displays the current ability of the User ID to log in to the knowledge base. Flag defaults to "Active". If Active, the user account is valid. If (... more) 8/29/2005 Accessing User Maintenance Administrators will use the "User Maintenance" link in the Admin Control Menu to access the User Maintenance window. The Admin Control Menu is located in the top right-hand corner of the KB window. The User Maintenance window has two main panels - the Add User panel and the User Listing panel. The Add User panel contains the "Add a new user" link to create a new knowledge base User account. Clicking this link will open the Add New User window. The User Listing panel displays the User ID, (... more) 8/29/2005 Support Site Overview Welcome to the myKB Support Site! This site contains the on-line User Documentation for your myKB knowledge base. The categories in this Support Site fall into three main categories: Building your knowledge base Using your knowledge base Maintaining your knowledge base Several of these categories are described below: The Getting Started folder contains detailed instructions on logging in, navigating the knowledge base, User IDs, creating categories. These details will guide you (... more) 8/29/2005 Welcome! Welcome to the myKB Support Site. Whether you are just browsing, or have come to this site for detailed support, we trust you will find what you are looking for. As with your own knowledge base, our content will grow based on user feedback and questions. If you would like to see additional information, or have a specific question for us, please let us know. (... more) 8/29/2005 Article Text Options This is the copy of your article. It can contain all standard HTML data. This includes raw text, as you are reading or Bullets Bullets Bullets Or Bold or Italic or Underline Table Data Col1 Col2 Links to other websites www.myKB.com Img Files Font Tags for Colors and Sizes Big Small Blue Red These articles are searchable, 100% and categorized so that your users can find what they are looking for easily. (... more) 8/29/2005 Article Types Articles can be classified in two ways within your myKB knowledge base: by Article Security and by Article Status. Article Security There are two article security types within your myKB knowledge base: "Public" and "Secure". Public articles can be seen and searched by all users who access your knowledge base (Non-Registered users and Registered users). Public articles are used to hold information that should be available to everyone who accesses your knowledge base. Secure articles can only (... more) 8/29/2005 Archived Search Overview The Archived Search feature allows Editors and Administrators to view a log of KB Searches performed against the knowledge base. The Archived Search screen can be reached by clicking the Archived Searches option within the Editor Control Menu. The Archived Search screen contains three panels: the KB Search panel the Filter Archived Searches panel the Archived Searches panel The KB Search panel contains the knowledge base title, Logout link, and Start Over link. The KB Search Fields do (... more) 8/29/2005 Viewing Uncategorized Articles When creating an article, the option is available to categorize the article. There is a default category on the main article page. The first option is "Uncategorized". If this option is selected, the article will live in the root of your knowledge base, named "Knowledge Base" by default, but is always the first option in your category navigation. If a category is not selected in the category list on the main article page, and a category is selected on the additional categories tab, then (... more) 8/29/2005 Spell Checker While myKB does not have a built-in spell checker, there are several free spelling checkers available for download online. ieSpell has a donation-based program that works really well. The software is free, but if you use it we would like to recommend a $25.00 donation to the company. This is one of the only utilities we've found that works inside the myKBPro article editor. The software can be downloaded from http://www.iespell.com  (... more) 8/29/2005 Usage Statistics myKB offers usage statistics that enable knowledge base managers to monitor system usage over the last 90 days.  Using this tool, managers can track: Articles Viewed - Public Articles Printed - Public Articles E-Mailed - Public Articles Viewed - Internal Articles Printed - Internal Articles E-Mailed - Internal Internal users are users that have successfully logged into your knowledge base account. Public users are web users, anonymous users, or users that have not yet logged (... more) 8/29/2005 Rejected Articles Editors and Administrators are able to review, edit, and publish all articles that are "Rejected". Articles can be marked as Rejected by any Registered user. Any article marked as Rejected will be immediately removed from Non-Registered user and Reader access. An article may be rejected if the user believes it to be incorrect, out-of-date, or incomplete. During the rejection process, the user will enter rejection notes that will enable the Editor or Administrator to make the appropriate (... more) 8/29/2005 Who Can Delete a Category? Only users who are designated as Administrators are able to delete categories. Category deletion is performed within the Category Maintenance screen(s). (... more) 8/29/2005 System Privileges: Access Rejected Articles Access Rejected Articles: Users with this System Privilege will have access to View Restricted Articles, both through a report that shows all rejected articles, as well as indivdual articles that have been rejected. (... more) 8/29/2005 System Privileges: Access User Maintenance Access User Maintenance: Users with this system privilege will have access to Add, Edit, Copy, and Delete user accounts. This system privilege is usually restricted to Admin and Sr. Management accounts. (... more) 8/29/2005 System Privileges: Access Category Maintenance Access Category Maintenance: Ability to access category maintenance. Users with this security privilege can create categories, edit category descriptions and delete categories. Tip/Trick: If a user is restricted to a Category Partition, they would only be able to create categories, as sub categories in their partition. Warning: An exception to this would be if the user was granted a system privilege of Access to Create Articles Not Categorized (In Root Knowledge Base Node) then the (... more) 8/29/2005 System Privilege: Access Category Group Maintenance Access Category Group Maintenance: Users with this system privilege have access to Create, Edit, and Delete Category Groups. This privilege should be limited to the Admin account. (... more) 8/29/2005 System Privileges: Access Knowledge Base Settings Knowledge Base Settings: This function of myKB gives you access to modify the way your knowledge base applications looks, including many options that may be set to change colors, fonts, and labels. Most of the labels that come pre-configured can be changed to match your industry, or company setting. This setting should be reserved to only a few people in your organization and is mostly reserved for the Admin account.  (... more) 8/29/2005 Articles Under Review Editors and Administrators are able to review, edit, and publish all articles that are "Under Review". Any question submitted by a Non-Registered user or Reader is automatically marked as Under Review. Editors and Administrators may mark any article as Under Review at any time. Editors and Administrators may access the articles for review by selecting the Articles Under Review option from the Editor Control Menu in the top-right corner of the screen. The Edit Articles for Review screen will (... more) 8/26/2005 KB Search Overview Knowlege Base (KB) Searches are used to quickly and easily locate articles that match desired user-entered search criteria. The KB Search feature is available at the top of every myKB knowledge base screen. KB Searches can be performed using words, parts of words, numbers, phrases, etc. These search terms are then compared to every article in your knowledge base to locate the appropriate matches. These search criteria are compared to the article Text, the Article ID, the article's Internal (... more) 8/26/2005 Navigating Search Results KB Search or Guided Search results will consist of a listing of articles that meet the search criteria. KB Search results will be broken down by category. This article listing will contain the Title and Date Modified for each article match. There will be icons next to each article match that indicate the article's security type as well as other key statuses: A pencil icon represents an article that is "Under Review" A blue arrow represents an article that has been "Rejected" A lock icon (... more) 8/26/2005 Searching your myKB Knowledge Base Even if your knowledge base contained every important bit of information that your employees, customers, vendors, etc. could ever use, it would be worthless without the ability to quickly and easily locate the desired information.  Your myKB knowledge base offers several search options to allow your users just that. The two main types of searches are: Knowledge Base (KB) Searches Guided Searches Both of these search methods can be accessed from the KB Home page that all users (... more) 8/26/2005 NEW: Search myKB from an External Search Form The ability to let your users search your knowledge base from a on your website. This will function just as if the user typed in a search string in the search box inside of the myKB application. Option 1: Simply have your webmaster create an HTML  that posts to http://DOMAIN.mykb.com/ExternalSearch.aspx. One element needs to be posted in that tag that is named mykbSearchText. You can easily copy and paste the following code into your HTML page, just remember to change  (... more) 8/26/2005 Overview of User-Submitted Questions All users are given several ways to search for information within your knowledge base. If they are unable to locate the information that they desire after performing a search (KB Search or Guided Search), they are given the option of submitting a question to the knowledge base. The "Submit a Question" panel will automatically appear beneath the search results. Through these questions, users can request additional information, clarification of article details, or simply offer a suggestion for (... more) 8/26/2005 Who Responds to User-Submitted Questions? Any user with an Editor or Administrator role is able to view and respond to user-submitted questions. You may wish to designate a specific user or group of users who will have primary responsibility for these responses. When a Non-Registered user or Reader submits a question, it is automatically marked with a status of Under Review, and assigned to the category that the user was in when the opted to ask the question. Articles that are marked "Under Review" (or Rejected) cannot be viewed by (... more) 8/26/2005 How to Submit a Question After any search has been performed, the "Ask a Question" panel will display beneath the search results. This panel is available to both Registered and Non-Registered Users. The Ask a Question feature provides an opportunity for users to request additional information, article clarification, or even suggest additional article ideas. Click the the Ask a Question button to access the the question entry panel. The fields that the users sees on this panel will depend on their security (... more) 8/26/2005 Daily Statistics Review - E-Mail myKB.com has the ability to e-mail your knowledge base statistics on a daily basis. From the administration control panel, on the Settings page, there is an Daily E-Mail address. If a valid e-mail address is supplied an e-mail will be sent Monday - Friday that will detail the number of articles in your knowledge base. If you subscribe to these daily e-mails an entry will also be inserted into your Audit File, at the same time the e-mail is generated. (... more) 8/26/2005 Understanding Security Your myKB knowledge base comes with three levels of security to restrict access to your information.  Security can be set at the category level, the article level, and at the article detail level.  In order to master myKB security there are four security topics to review: Category Security Categories can be designated as public or restricted based on the use of roles.  Each myKB knowledge base is delivered with three roles: Admin, Editor, and Internal.  If a category does not have any roles (... more) 8/26/2005 Setting Up Your Knowledge Base Your myKB knowledge base was delivered to you with a single Administration User ID. This ID is used for the initial log in and to build the system to your specifications. This ID cannot be deleted. Once you have logged in with your Administration ID, you are ready to begin knowledge base setup. This setup can be divided into four main areas: Settings Roles (myKBPro customers only) Users Categories The first step is to establish the knowledge base settings. Users with the Admin role (... more) 8/25/2005 Custom User Types (Roles) Each myKB knowledge base comes with four basic user types: Public Users (Non-Registered) Internal (Reader) Editors Administrators The last three of these user types (Internal, Editor, Admin) are roles.  By assigning a role to a category, you are restricting access to all articles that reside in that category to users who are members of that role. myKBPro users have the ability to create custom roles.  This allows them to customize their security levels to a more detailed (... more) 8/25/2005 User Type: Editors Knowledge Base Editors have access to Public and Secure information, and are able to create and maintain knowledge base articles. Editors are responsible for approving the content and settings of articles marked "For Review". Editors may also view the list of "Rejected" articles to make changes or deletions. Editors can change ANY article setting or text, and they may also delete any article. (... more) 8/25/2005 User Type: Readers Knowledge Base Readers are users who have an ID and password to access your knowledge base, but who are not members of any knowledge base roles.  These users can access all articles that reside in non-restricted categories in your knowledge base. They may view this information by drilling down through categories, or by performing a KB Search. Readers may reject an article that they feel contains incorrect or outdated information. As part of the rejection process, they may add rejection notes (... more) 8/25/2005 User Type: Public Users Public Users can access all public articles that reside in non-restricted categories in your knowledge base. They can view this information by drilling down through categories, or by performing a KB Search. Public Users cannot view or search any restricted categories or articles (those associated with roles). Public Users may submit questions to the knowledge base if they are unable to locate the desired information from within the available articles. (... more) 8/25/2005 User Type: Administrators KB Administrators are able to perform all system actions and view all system information. The primary responsibilities of the Administrators are to maintain users, roles, categories, and system settings. Administrators also have access to the Audit File that tracked system access and usage. Your knowledge base is delivered to you with a single Administration User ID. This ID is used to log in and build the system to your specifications. The ID cannot be renamed or deleted. myKB recommends (... more) 8/25/2005 Types of Categories Categories can be broken down two ways within your myKB knowledge base: by Category Level and by Category Security. Category Levels You are free to establish as many categories within your knowledge base as desired. You may wish to nest categories within other categories to facilitate the ease of locating information. The nesting of categories creates levels of access known as "Parent" and "Child" levels. A Parent category is any category that contains sub-categories. A child category is any (... more) 8/25/2005 Category Display Order Categories will display in the Guided Search panel in the order in which they were created. All Child level categories will be displayed within their Parent categories. All root level categories that contain child categories will, by default,display "open" to the first level of child sub-categories. (... more) 8/25/2005 Basic Knowledge Base Navigation Our intention behind the myKB application was to create the EASIEST knowledge base application on the market. No where is this more important than in the navigation of your information. As a web application, your myKB knowledge base follows the standard web-based navigation commands that users are accustomed to. The point-and-click interface is intuitive for even novice web users. Every user starts on the KB Home screen, and from here can navigate to all points of the application, based on (... more) 8/25/2005 Login and Logout Prompts Users must be logged in to access any restrcited information in your knowledge base. Users will log in via the Login on your knowledge base Home page next to the Title.  Alternately, this login page can be accessed by typing the URL of your kbAuth.asp Page into your browser. The visiblity of this Login link is controlled via the Settings page, which can be accessed by Administrators using the Edit Settings link from the Admin Control Menu. The Show Login setting has two options to control (... more) 8/25/2005 Who Needs a User ID? Users accessing your company’s knowledge base are greeted with the KB Home screen. All public categories and articles will display in the Guided Search panel and can be searched from this screen. In order to access restrcited categories and articles, the user will need to log in with a valid User ID and Password combination. Knowledge Base Editors and Administrators will also need to log in to perform system maintenance tasks.  (... more) 8/25/2005 Help! Login Failure Each time a user enters an incorrect User ID/ Password combination, the "click here to retrieve your password" link is displayed. The user will enter their User ID on this help screen to have the correct password emailed to the account listed on their User Profile. If an invalid User ID is entered on this screen, an error will be issued to the user. Every time a login attempt fails, the details are logged in the system Audit File. This Audit File is available to Administrators to track system (... more) 8/25/2005 Timing Out As a secure on-line system, users must log in to your myKB knowledge base to access secure information. If a user's session is inactive for 20 minutes or more, their session will be automatically terminated. Inactive is defined as not sending or requesting a page form the myKB server. For example if you were to edit an article, for more then 20 minutes, your session would be expired and the article would not be able to saved. To eliminate this 20 minute expiration, click the check box (... more) 8/25/2005 User Maintenance: General Tab The General Tab in User Maintenance allows you to manage general demographics as well as restrict a user account to one Partition in your knowledge base. Login Name - The name that your user will use on the Login Screen Real Name - Used throughout the system, to identify the user Password - used on the Login Screen Telephone Active - If inactive, the user will no longer be able to login. This is instant, so the user will be locked out of the system, as soon as the account is (... more) 8/25/2005 User Maintenance: Category Group Membership When you are creating a category, you have the option to assign that category to one or more Category Groups. These Category Groups are then used to grant access to users to perform actions on the articles that live in categories that are assigned to each group. Common examples of Category Groups are Sales Technical Support Human Resources Administration Product Group1 Product Group 2 Each Category Group that you create, will be listed here. You have the option to grant (... more) 8/25/2005 User Maintenance: Navigating User Maintenance is used to setup and modify user accounts for your knowledge base users. You can access User Maintenance two ways. First, from the top menu under the Maintenance Tab, select: Users. Second, from the Context or "Right CLick Menu", select: Users from the Administer fly-out menu.      Your knowledge base has two system user accounts. Admin and Anonymous User. The Admin account has global system access and can do any and every function in the system. The (... more) 8/25/2005 Using <myKBInclude></myKBInclude> content tags When setting up your knowledge base, one of your options is to control how your knowledge base is presented to both your Anonymous and Internal users. You have the ability to control these settings on the Header/Footer Tab on the Maintenance | KB Settings Menu. One concern with the static HTML used here as a Header/Footer is generating custom content from your server. This static HTML is great for matching the look and feel of your website, to your customers, but there in lies the (... more) 8/25/2005 myKB.com Contact Information Marketing Marketing@myKB.com Partnerships Partnerships@myKB.com Feedback Feedback@myKB.com Customer Care (800) 996-myKB Toll-Free (480) 424-myKB Local Phone (602) 532-7941 Fax Sales: SalesTeam@myKB.com Support Support@myKB.com myKB Online Support http://kb.myKB.com We don't make great support - we make great support possible. Please contact us to speak with a myKB team member. myKB.com, Inc. 8399 E. Indian School Rd. Suite 105 Scottsdale, AZ 85251  (... more) 8/25/2005 myKB Demonstration Overview We are pleased to offer you two product demonstration options: 1. A Self-Guided Demonstration that allows you to experience the features and functionality a myKB knowledge base can provide to public users who access your knowledge base. After seeing the application through the eyes of a public user, you will then log in as a user with access to secure information to explore the difference. To begin the Self-Guided Demonstration, click the Demonstration Begins Here article link below and (... more) 8/25/2005 myKB Support - Available 24/7 We believe that a myKB knowledge base offers users the easiest way to access information online -- 24 hours a day, 7 days a week. In fact, we use a myKB knowledge base to store our own product documentation! All registered myKB customers will be given acess to the support.mykb.com account. This support site provides detailed online documentation on every aspect of setting up, using, and maintaining your myKB knowledge base. myKB.com was designed to work with customers online. As our (... more) 8/25/2005 myKB Product Overview myKB is a robust hosted Knowledge Base application that seamlessly integrates with your company's website to enable quick, easy, and secure access to company and product information. myKB enhances the user experience on your website, and requires no programming of any kind! This application allows you to replace your static FAQ pages, binders of paper product information, telephone calls to subject matter experts, and confusing shared directories with a fully-searchable and dynamic online (... more) 8/25/2005 ROI of Self-Service Industry estimates show that web-based self-service is the most economical means of customer service. A recent study by Forrester Research estimates that costs average $32.74 per phone-based service, while web self-service averaged $1.17 per visit. The following table shows Forrester's estimates for several different customer service channels: Average Cost per Transaction Telephone $32.74 E-Mail $9.99 Chat $7.80 Message Board $4.57 Web self-service $1.17 (... more) 8/25/2005 Knowledge Management with myKB Companies thrive by sharing what they know. Whether it is bringing new support staff up to speed, disseminating knowledge to employees in various locations across the country, presenting pre-sales information to your soon-to-be customers, or providing self-service support to your existing customers -- your company's stakeholders are looking for answers. A myKB knowledge base can provide the answers that they seek by facilitating knowledge transfer between your subject matter experts and those (... more) 8/25/2005 Administration Control Panel The content for the tree view that you were just looking at is 100% customizable by you. You will receive an administrative control panel, giving you access to setup unlimited categories, and child categories. You can branch as many as you like. We also have security that allows you to hide categories from the public to keep track of information for your employees. Image having your 401K enrollment forms, or the staff telephone extension directory, or the company vacation policy online and (... more) 8/25/2005 Common Footer Next Steps: Free Trial- You will get an immediate working version of MyKB! We will schedule with you (By the next Business Day) a private "Needs Analysis" You will get a 100% working free trial of myKB Knowledge Base with “NO” obligations. We don't make great support - we make great support possible. Click here to contact a myKB Team Member.  (... more) 8/25/2005 Free Pocket Guide Are you still looking for a way to organize you company's knowledge? Stop wasting money and find out how using a web-based Knowledge Base will get everyone on the same page. This guide will show you how simple is better. How to use proven and existing technolgies to yeild a big result with a low cost solution. In this text you will learn the three rules: Capture Organize  Share In this small but explosive text, it will also show you how to syndicate and manage your knowledge from (... more) 8/25/2005 Category Partition ... part of your myKB knowledge base security. A partition in your knowledge base is any category, and all of it's child categories. For example, most knowledge base accounts have a Sales partition. This is simply a category that has been created named Sales, and then sub categories created underneath it to make up a partition.  (... more) 8/23/2005 Hosted Software ...using your existing internet browser to take advantage of powerful and secure servers. A hosted software solution allows you to take advantage of a software product without the hassle of installing that product. Security is taken care of inside the myKB application to only publish information that you specifically mark as available to the Public. When we upgrade our hosted myKB knowledge base software, you benefit by having new feature enhancements, and upgrades that are included (... more) 8/23/2005 Knowledge Base ...the simplest way to capture, organize and share your company information. Knowledge base is a term used to describe a software application that is used to organize information, and provide a way to retrieve information in the future. The internet has made the use of knowledge bases more common as a means to provide 24 hour/7 day a week technical support to customers through a company's website. The myKB knowledge base software is 100% web based and there is no technical expertise (... more) 8/23/2005 Custom Demonstrations We would be happy to schedule a Custom Demonstration to show you how a myKB knowledge base can work for you. Custom Demonstrations are conducted simultaneously over the internet and the telephone. We will grant you temporary access to a custom knowledge base built for your company, and we will walk you through the demonstration via telephone. The average demonstration takes about 30 minutes, but we will be happy to discuss any feature in more detail. If you would prefer to meet face-to-face, (... more) 8/23/2005 Who We Are - the People Behind myKB The myKB application was created by a team of software engineers, support desk managers, and business analysts with expertise in the area of knowledge management. The roots of the myKB knowledge base are a solid custom-developed application that has been in use for almost 10 years now. We have brought that application online to make it easily accessible and affordable to all. We've made it easy for you to see how it all works - click on the Self-Guided Demonstration category to walk through (... more) 8/5/2005 Demonstration Begins Here Welcome to your Self-Guided Demonstration of the myKB knowledge base! We have prepared this tour to allow you to personally experience the features and functionality that a myKB knowledge base can provide. This tour will cover: Knowledge Base Navigation Information Storage Search Options Security As you walk through the tour there will be detailed text that points out key features and benefits. Simply follow the directions within the text to proceed to each point of the tour. Let's (... more) 8/3/2005 Additional Information for Non-Registered Users You have reached the myKB Support Site for registered users. If you are not a registered user, but would like more information regarding myKB knowledge bases and support, please contact us at (480) 424-myKB (6952) or by email at sales@mykb.com. We'd love to talk to you. Registered companies have been provided with an ID and password to access this site. If you have misplaced this information, please contact your company's Knowledge Base Manager. If your company requires a replacement ID, (... more) 10/26/2004 FIX: Secured Category Padlock Icon Under certain circumstances the secured category padlock was not showing up, even though the category was in fact secured through category groups and user permission. No data was ever available to unauthorized persons, simply the icon wasn't changing from the normal  to the . This problem has been resolved.  (... more) 11/30/2003 FIX: Category Tree Not Updating Under certain circumstances, when a category was updated or deleted, the Tree View on the home page was not updated accordingly. While no data was ever lost, this was an inconvenience, and was prone to cause errors. This problem has been resolved.  (... more) 11/30/2003 NEW: Custom RSS Feeds for Categories RSS (Really Simple Syndication) Feeds have become a very powerful feature of myKB. These feeds are an easy, automated way to syndicate your knowledge base data, to the outside world. For example we use the RSS feeds of our knowledge base as a conent manager for our myKB.com marketing web site. Another common use for these RSS feeds is integrated your knowledge base articles into outlook via www.NewsGator.com NewGator is a software application, that allows Oulook to check your RSS feeds, (... more) 11/30/2003 FIX: Partitions acuratly report Most Popular and Most Recent Internal users of myKB have two reports avialable to them (if security allows). Most Popular and Most Recent. In a situation where the user is limited to a category partition, these reports were showing data outside of the category partition, creating a minor security risk. This problem has been solved.  (... more) 11/30/2003 NEW: Friendly Article Filenames. In the past, myKB artilces were referenced with a long identification number in the URL. It was common to see something like ArticleRead.aspx?ArticlId=1234-56789123-12364 in the URL. Version 4.1 changed this long id to a 5 digit Identification number, and now version 4.1.1 changes this to acutally be part of the filename. ArticleRead.aspx?ArticleId=12345 will now be rendered as Article_12345.aspx All versions of the article reference will continue to work. This is VERY helpful for anyone (... more) 11/30/2003 FIX: Category Navigator Not Updating Under certain circumstances, the category navigator was not being updated, after categories were modified or deleted. This problem has been resolved.  (... more) 11/30/2003 Submit a Question or Bug Report Click here to be directed to the "Submit a Question" Page (... more) 11/23/2003 Moving the myKB administration menu to a custom location with myKBMenuBar The myKB administration menu is the main navigation component for registered users. Public users of your knowledge base will never see this menu as it's only available after you log into your knowledge base. By default this menu is tucked in at the very top of your browser, and spans 100% across the page. It may be desirable for you to move this menu to another location, where it's more identifiable or offers a better user interface. This menu can be placed in a specific location by (... more) 8/15/2003 VIDEO: Basic User Setup  (... more) 5/28/2003 FIX: Anonymous User Error w/Articles Not Categorized In some circumstances, if the Anonymous User account was granted access to "Read Articles Not Categorized", then "Articles not categorized" would be displayed on the main page, however when clicking the article Title to read the article, a friendly error message was displayed saying the suer didn't have access to read the article, or the article was deleted or moved. This has been corrected.  (... more) 5/14/2003 FIX: Daily Statistics In certain circumstances the daily statistics e-mail was being sent out with the same date of 2/28/2003 every day. This has been updated to report the actual date of the report.  (... more) 5/9/2003 FIX: Daily Statistics Under some circumstances, the daily statistics e-mails were incorrectly calculating Internal Views vs. Public Article Views. It is possible that these numbers would become reversed and reported incorrectly. This problem has been resolved.  (... more) 4/29/2003 FIX: Search Terms on Options Content Tab In some circumstances the search terms (pictured below) were not being included in searches. This problem has been solved. These terms are now included in all searches for both the Anonymous User account, as well as custom user account for your knowledge base.  (... more) 4/23/2003 E-Mail Articles All public articles have the option to be sent as an e-mail from the web interface. When reading an article, the upper right corner displays an E-Mail Article Link. This will present a form that accepts to/from information along with a notes section to communicate your thoughts on the article. Try it. E-Mail this article to yourself to see how it looks in your e-mail inbox. (... more) 4/14/2003 FIX: Refreshing myBookmarks The myBookmarks feature has two options on the top of the screen. The first is a checkbox labeled "Automatically Refresh". If this box is checked, every 120 seconds, your bookmarks will update themselves. Next is a refresh button, that you can manually click anytime to refresh your bookmarks. This is handy if you want to refresh every once in a while, rather than every 2 minutes. When you clicked the "Refresh" button, the page would reload and the "Automatically Refresh" checkbox was (... more) 4/11/2003 FIX: Error on Search Text Box If a user accidentally hit enter in the search box without providing any terms, an error was returned. Now, a friendly message is displayed to inform the user that a search term is required.  (... more) 4/11/2003 FIX: Article Not Found Changes When an article is not available to the user because it's been deleted, the articleId is invalid, or the user does not have security to view the article, a message is displayed saying the article doesn't exist. This has been in place for a while, but the Print and E-mail icons were still displaying. These extra icons have been removed if the article is not available.  (... more) 4/11/2003 NEW: mySettings When you are logged into your account, you have the ability to change your own user settings. These options include being able to change your own Name Password E-Mail Building Department Phone Number In order to change your password, you must supply your current password, along with your new password. Your e-mail address can also be changed, but must be confirmed by entering it twice. This option is available on the Maintenance Menu.  (... more) 4/10/2003 NEW: Submit a Question Into Text If you have the "Submit a Question" Turned on, users have the ability to submit questions into your knowledge base. Now you have the ability to add an introduction that gets printed above the Question Form. This could introduce your users to your support department, or inform them of turn around time. As a reminder, you can also change the "Submit a Question" title and link copy in the KB Settings Page. Examples might include Ask us a Question Submit a Trouble Ticket  (... more) 4/10/2003 All of myKB RSS Feeds have been upgraded to the RSS 2.0 Standard A  element has been added to each item, so people can choose whether or not they want to see updates to items.  If you don't have a guid, and an item changes, most aggregators will show the item again.   A element has been added to each item, to show when the item was created or modified. Thanks to http://www.newsgator.com for helping us with the RSS subject.  (... more) 4/10/2003 NEW: Control the number of articles returned in "Most Popular" and "Most Recent" reports In the options tab of KB Settings, you can now set the number of articles that are returned for the following reports List Most Popular List Most Recent The default value for these reports is 15, and will remain 15 unless it is changed. The maximum value for these reports is 50.  (... more) 4/10/2003 NEW: kbRSSFeed.aspx All Articles in your knowledge base in a single RSS Feed All articles available to your anonymous user account can now be consumed with any RSS aggregator. Our favorite News Aggregator is http://www.newsgator.com. This is our favorite because it's cheap ($29.00 at the time of this article) and brings your knowledge base articles into your outlook in-box. Simply point your favorite RSS aggregator to http://domain.mykb.com/kbRSSFeed.aspx where domain is your company domain. Again, as a security reminder, only articles available to your (... more) 4/10/2003 NEW: Category Bookmarks (myBookmarks) Category Bookmarks are now available to all logged in users. Once you log in, on the main page of the knowledge base, on the top right, there is a bookmarks link. Clicking this link will open the "Search Companion" section on the right of your Internet Explorer Browser. The previous categories that you have "Added to bookmarks" will be shown. Click the category Title, and the category section will expand to show all the articles, that you have security permission to view. Click any (... more) 4/10/2003 NEW: Most Popular Article List The Most Popular Article List is based on the statistics from the your knowledge base. These are the same articles that are at the top of the list, on the Article Usage report, found on the reports menu. If you do not have access to the reports menu, please ask your knowledge base administrator to grant your the rights to reports.  (... more) 4/10/2003 NEW: Most Recent Articles List The Most Recent Articles List is based on the last modified date of the articles in your knowledge base. The last 15 modified articles are returned based on the users security.  (... more) 4/10/2003 NEW: AllArticlePage.aspx For Search Engines AllArticlePage.aspx is a listing of all the articles in your knowledge base that are available to the anonymous user account. This page is linked to twice on every page, and is intended to increase search engine spidering. When a search engine spider gets to your knowledge base, and crawls your current page for links, it will find AllArticlePage.aspx. This page intern links to every article in your knowledge base.  (... more) 4/10/2003 NEW: Delete Article Option now on Select Reports List Un-reviewed and List Rejected Article reports now have the option to Edit, Delete, And Go to the actual article view. If you view these reports and do not see the options to edit or delete, check your system privileges with your knowledge base administrator.  (... more) 4/10/2003 Auto refresh and Refresh button added to Bookmarks Page Previously the bookmarks page, automatically updated itself every 30 seconds. This has been updated to refresh every 120 seconds, and now you have the ability to turn the auto refresh off, as well as manually refresh the page whenever, by clicking the REFRESH button.  (... more) 4/10/2003 FIX: Daily Statistics Contained Wrong Link Some of the daily e-mail statistics this month were sent out with the following links reversed. Articles Under Review: 13 - Actually Linked to "Rejected Articles" Rejected Articles: 2 - Actually Linked to "Articles Under Review" This has be corrected.  (... more) 4/1/2003 CC Sender on E-Mail Article Page When e-mailing an article from the knowledge base, you now have the option to receive a copy of the article yourself, with the notes you've made. To use this feature, simply check the "Send myself a copy" checkbox before pressing Send.  (... more) 4/1/2003 Category Tree, and Article List on Partitions Normally the knowledge base home page shows "Uncategorized Articles". These are based on the users ability to see "Uncategorized Articles" in the system privileges. This is perfect. However, when using a partition, such as http://support.knowledgebase.mykb.com (where support is the partition) the article list, now shows the articles in the support partition, rather then the "Uncategorized Articles" in the knowledge base root.  (... more) 4/1/2003 FIX: Category Tree View was sometimes not refreshing Under certain circumstances the category tree view was not being updated, after categories were edited or deleted. This has been fixed, so the tree view is automatically, and immediately updated for all users after any category is added, deleted, or renamed.  (... more) 4/1/2003 "Submit a Question" placement This option has been moved, to be right justified. The "Submit a Question" option can be changed so the text displays different for your knowledge base, in the Settings area. Originally this option was centered on the page, but was not very aesthetic. Right justified looks much better, and is a nicer end user experience.  (... more) 4/1/2003 FIX: Favorites.aspx Error Favorites.aspx is the page that is executed for myBookmarks in myKB. This page was generally cleaned up for faster execution, and added error handling.  (... more) 4/1/2003 FIX: Invalid ArticleId as URL When an e-mail link is sent, the URL tends to be long. In some e-mail clients (due to word wrapping) the proper URL is sometimes not executed when the end user clicks on the link. For example: /ArticleView.aspx?articleId=dffb108c-8e0d-4f8e-a0a2-2796b6c74ec9 is the link to this article. If it gets e-mailed, it might show up as /ArticleView.aspx?articleId=dffb108c-8e0d-4f8e-a0a2- 796b6c74ec9 Then when the end user clicks, an invalid articleId is passed into the ArticleView.aspx (... more) 4/1/2003 Removed Extra Space in Category Tree There was an extra space between the icon and the category description in the tree nodes, on the main page. This makes for an extra underline between the icon, and the category description. This has been removed.  (... more) 4/1/2003 Create Article now defaults "Under Review" as Checked New articles are automatically checked "Under Review" by default. This has been suggested from a couple of accounts, so we asked around, and everyone either agreed, or said it didn't matter, so we changed it. The user creating the option, still can manually un-check the option, and the article will be saved accordingly, but by default the "Under Review" option is checked.  (... more) 4/1/2003 FIX: Javascript Error From Article Title If the enter key was pressed at the end of an Article Title, a javascript error would appear on the article view page, for that article. This was happening when we set the page title equal to the title of the article. Now if the enter key was pressed as the last character of the article title, it is removed, before it is saved in the database.  (... more) 3/31/2003 FIX: Ask a Question Error On several occasions an error was created, based on the e-mail address the user used. This e-mail address was being used in the e-mail as the sender, and has now been changed to the automated@myKB.com account for sending e-mail.  (... more) 3/31/2003 FIX: 550 Error on E-mail Page The E-mail article was creating an error, sometimes based on the e-mail addresses that were being used. This has been resolved. All e-mails that are sent from your knowledge base account are sent from automated@myKB.com. This is a special e-mail account that is protected by password, and is only available for automated e-mails sent by the myKB knowledge base engine. (... more) 3/31/2003 Removed Lock Icon from category tree for Anonymous user If you use category groups, to give users access to edit articles, and grant the "Anonymous User" account read access to the same category group, the Security Lock was showing in the category tree view. This has been removed, so the security lock is not shown on the category tree view for Anonymous Users.  (... more) 3/31/2003 Fix: Edit Categories Error while in KB Partition Repaired error when editing a category, in a knowledge base partition. If you were logged into support.knowledgebase.mykb.com (the support partition) and edited a category, an error was generated. This has been resolved.  (... more) 3/31/2003 Call-Out Customer Try myKB Use the Guided Demo Request a free trial Use Our Knowledge Base Learn More Learn about Our Services Ask a Question Schedule a Call     (... more) 3/25/2003 Call-Out Software Try myKB Use the Guided Demo Request a free trial Use Our Knowledge Base Learn More Learn about Our Services Ask a Question Schedule a Call     (... more) 3/25/2003 Call-out Team Try myKB Use the Guided Demo Request a free trial Use Our Knowledge Base Learn More Learn about Our Services Ask a Question Schedule a Call     (... more) 3/25/2003 Call Out Begin your Purchase Request a Free Trail See our Low Pricing! Start the Demo...  (... more) 3/17/2003 Rejected Article View Updated When an article is rejected, it is taken out of the article pool, and moved into a rejected state. In order for this check-and-balance system to work, the person rejecting the article must provide notes as to what's incorrect, or what needs to be changed with the article they are rejecting. These rejection notes, now display with the article title on the "View Rejected Articles" report found on the "Article Menu". If you do not see this menu item, it is the result of your system (... more) 3/10/2003 Customizable "Submit A Question" text On the "Options" tab of the KB Settings page, you have the ability to change the "Submit a Question" title and link. By default these say, "Ask a Question" and a link underneath that that says "Submit a Question". Now these can oth be cusomized. An example might be, "Did you find what you were looking for?" and a link that says "Click here to submit a question".  (... more) 3/10/2003 Article Print View Header/Footer On the KB Settings page, you can now create an HTML wrapper for the top and bottom of the print view of an article. This is helpful to create a "printer friendly" view for your articles. Previously, only the article printed in text format, now it can be "dressed up" to share the look and feel of your knowledge base.  (... more) 3/10/2003 Delete Article References Fixed problem that did not allow article references to be deleted. (... more) 3/10/2003 Added "Bold" to article titles Now the article title shows in a bold font, seperating it from the article body. (... more) 3/10/2003 Extended Category Picker When selecting a category as a parent category in the edit/create category page, or categorizing an article, the category picker is now a list box, instead of a drop down menu. This makes it much easier to select a category, when you can see a portion of the list, instead of scrolling through the drop down menu.  (... more) 3/10/2003 Added Version to Menu Bar Now on the top right of the screen, after you're logged in, the right side of the menu bar, shows who you are logged in as, and then the current version number of myKB.com  (... more) 3/8/2003 Fixed recursion problem with Article References Now you can have two articles that reference each other. Prior to Version 4.0.4 article references could only link to articles that were not referenced back to the article you are setting a reference to. Now article references are unlimited.  (... more) 3/8/2003 Admin Account Granted access to all articles in the knowledge base, regardless of system privilege settings. (... more) 3/8/2003 Added "Create Article" Menu item. Previously this "Create Article" was only available on the context menu (by right clicking on the page). (... more) 3/8/2003 Extended Text Editor Added functionality to text editor for HTML table manipulation, font, foreground/background color picker, and date time.  (... more) 3/8/2003 Internal Information within Articles Every article (both Public and Secure) contains an optional section for Internal Information that is only visible to Registered users. This feature can be used to display additional information to internal staff. For example, your customers may access your knowledge base for information on how to perform complex changes to software they purchased from you. The article can tell them to contact your technical support department for assistance, while the Internal Information within the article (... more) 10/22/2002 Article Listings There are two types of article listings within your myKB knowledge base: Category Article Listings, and Search Result Listings. Though the format for these listings varies slightly, they both contain the same information. The Category Article Listing is displayed by clicking on a category to view its contents. This listing will show only the articles that are housed within that specific category. The Search Result Listing is displayed after a KB Search has been performed. This listing shows (... more) 10/22/2002 E-Mail Article -- Security Controls The E-Mail Article feature allows knowledge base users to e-mail article text to themselves, or to outside persons. As a result, the availability of this feature is based on the security type of both the user and the article. Since Public articles contain information that the general public accesses, these articles may be e-mailed without security concern. Therefore all Public articles will contain the E-Mail Article action in the Available Actions box within the article itself. Both (... more) 10/22/2002 Adding a New Article (Field-by-Field) Note: This article will cover how to enter a new article as an Editor or Administrator. For information on how user questions are converted into articles, see the "Searching the Knowledge Base" category. The entry fields on the Submit an Article screen are described below: Article Title Required. The first field is used to capture the article title. This title will display in the search results, the category listing, etc. Any KB Searches will query the article title. Hidden Search (... more) 10/22/2002 Show Login The Show Login setting allows Administrators to configure the visibility of the knowledge base Login link. There are two settings options: Show Login Do Not Show Login If the Login link is set to visible, all users will see this link beside the knowledge base title. Clicking the link will open the login screen, which asks for a valid User ID and Password to be entered. If the Login link is not visible, users will have to access the kbAuth.asp page in order to access Secure information (... more) 10/22/2002 Knowledge Base Font Settings KB font settings allow Administrators to specify the settings for each font type in their knowledge base. These font settings should match the main company web page font settings in order to maintain a consistent look and feel. Your myKB knowledge base was delivered with the font properties set to match your company's exisiting web site. Any changes made to these font settings will automatically take effect after clicking Save, and cannot be automatically reversed. If font changes are made (... more) 10/22/2002 How To Modify a Category Click on the Category Maintenance link within the Admin Control Menu to access the Category Maintenance screen(s). The Category Listing panel displays the Category Name, Article Count, Date Created, and Role associations for all current knowledge base categories. Note that the "Available Actions" column contains the Edit option every category in this list (other than the Not Categorized category). To edit a category, simply click the Edit link for that category. The Edit Category screen (... more) 10/22/2002 Categories and Security Categories can be either Public or Secure. Every category defaults to a Public category.  In order to restrict access to it, including its child categories and all articles that reside in it, you must assign it to a role.  Three basic roles are provided for all myKB customers: Internal, Editor, and Admin.  myKBPro customers have the ability to create custom roles.  If a user is not logged in (non-registered), then they will only see the non-restricted (Public) categories (... more) 10/22/2002 Adding a New Category The Add Category screen contains fields to capture basic category information. Each field is described in detail below: Category Name: Required. The category name entered here will be displayed on the Guided Search panel, as well as in the Parent Category field described below. The Category Name does not have to be unique, but it cannot be named "Not Categorized". This name is reserved by the system. Parent Category: Required.  This field designates the Category Level for the new (... more) 10/22/2002 Who Can Modify a Role? Only users who are designated as Administrators are able to modify the descriptions of knowledge base roles.  Role modification is performed within the Role Maintenance screen(s). Remember that the three system roles (Admin, Editor, and Internal) cannot be modified. (... more) 10/11/2002 Daily Stats E-Mail Admin Control Menu | myKB Settings | Options Tab The Daily Stats E-Mail setting allows Administrators to designate an e-mail address that will receive a daily listing of knowledge base statistics. If this setting is populated with a valid e-mail address, the daily statistics list will be sent. If this setting is left blank, no statistics will be sent. The daily statistics will include: Total Number of Articles Number of Public Articles Number  (... more) 9/6/2002 Consistent, Reliable Answers Available 24 Hours/Day Each question is answered only once in your myKB knowledge base, and that answer works unbelievably hard for you. Customers receive consistent, reliable answers to their questions - at any time of any day of the year. The knowledge base becomes an online extension of your customer service. Cost constraints are one of the reasons companies fall short of providing perfect customer service. The cost-versus-value tradeoff occurs in every customer service decision. Your myKB knowledge base del (... more) 9/3/2002 (Sample) Instructions to Download a Demo Use your knowledge base to provide a link to download a product sample or to provide a product demonstration. (... more) 8/10/2002 Organize FAQs Your myKB knowledge base allows you to provide online answers to customers' frequently asked questions. These FAQ responses can be organized into categories for easy access, and are text-searchable as well. Your customers can help make these FAQ responses even better by submitting requests for additional information. These requests can gauge the need for updated responses or the addition of new ones. Potential customers can gather the desired information quickly and easily, at a (... more) 4/25/2002 (Sample) Product Documentation Users often discard product documentation after initial installation or misplace it after setting it aside. For this reason you may wish to store copies of your product documentation online. You can set up categories and sub-categories to match your table of contents structure, with the contents of the manual stored in articles. These articles will be fully searchable and online 24 hours a day for your customers. You may even wish to consider only publishing this documentation on (... more) 1/30/2002 Provide On-Demand Answers for Your Customers In the Internet age, your customers want answers NOW. Many do not have the patience to listen to voice-prompts on a telephone menu, let alone the patience to search each page of your site for the answer they seek. A self-service knowledge base integrated into your company's web site allows your customers to quickly and easily find their answers. Your myKB knowledge base will increase the immediacy with which your customers have their questions resolved. Once satisfied with this extensi (... more) 1/30/2002 (Sample) Everything You Could Want to Know About the Product Your support staff will not only use the knowledge base extensively, they will help to expand it. The myKB knowledge base uses the concept of "organic growth" to continually satisfy user questions. As users point out areas that require additional detail (via user-submitted questions), support staff can create articles to address them. And as support staff receive phone calls regarding information that could be handled on a self-service basis, they can also create articles to contain the (... more) 1/30/2002 (Sample) Call Center Training Guide Post your support team training guide online for easy access by support team staff. (... more) 1/30/2002 (Sample) Answering User-Submitted Questions Users search the knowledge base for specific answers. If they are unable to find the desired information, they are able to submit a question to the knowledge base. From the second that the user clicks Submit , our customer service is being measured. We must respond promptly, and with the appropriate level of detail, to each user request. To satisfy the user's need for an immediate response, we suggest setting up a timeline for responding. For example, each question should  (... more) 1/30/2002 (Sample) Promote Your Reseller Network If you use a reseller network to distribute your products, your knowledge base can point potential customers to these resellers. Post resellers by product, region, or state to direct questions to knowledgeable sales representatives. (... more) 1/30/2002 (Sample) Sales FAQs Create a category to store your frequently asked sales questions and their answers. Each question can be its own article to fully address the user's concerns. If the user requires additional information on a topic, or does not see what they were looking for, they can submit a question to the knowledge base to request the answer.  (... more) 1/30/2002 (Sample) Product Documentation Many customers have specific questions they want answered before they are willing to buy -- answers that are available in the product documentation. Instead of directing these users to the support center, post answers to the frequently asked product questions in your knowledge base. Better yet, post your product documentation iteself online! (... more) 1/30/2002 (Sample) Product Features Proudly describe your product's features and benefits to potential customers. Remember that all article text is fully searchable. In order to direct potential customers to specific articles, you can set up an FAQ category or link hidden keywords to an article. (... more) 1/30/2002 Post Your Employee Manual Online Many companies greet new employees with a large binder containing their policies and procedures - the "Employee Manual". As time goes by, this manual is misplaced or becomes out of date. Posting the manual online allows for quick and easy updates that ensure all employees have 24/7 access to the most recent policies implemented by the company. Alerting your staff to changes is as easy as sending an e-mail with the article ID. Any important employee documentation that needs to be  (... more) 1/30/2002 Post Frequently Asked HR Questions Online The ability to quickly and easily locate HR information, forms, etc. can save your employees time and your company money. Posting this information on your secure website will allow your staff to access this information at any time and from any place. Some examples of information that can be posted online are: Job Openings Health Insurance Coverage Information and Forms 401k and other Savings Plan Information Moving this information to an online  (... more) 1/30/2002 Free Subject Matter Experts from Tedious Questions Reduce the strain on your Subject Matter Experts (SMEs) from answering the same questions again and again. By creating knowledge base articles to store FAQs, the answer can be entered once and accessed again and again by customers and employees. Once your SMEs are freed from answering these repetitive questions, they are free to perform the tasks that truly benefit and add value to your organization. (... more) 1/30/2002 (Sample) Company Contact Information If users are unable to find the answers that they need within your knowledge base, you need to provide alternate means of contacting your company. You may choose to provide an email address, chat service, message boards, or even a phone number.  (... more) 1/30/2002 (Sample) Local Dealer Contact Information If your customers work with local dealers, you can provide their contact information within your knowledge base. Dealers can be organized by product, by region, by state, etc. You may also wish to include links to dealer web sites. (... more) 1/30/2002 (Sample) Product Maintenance Your knowledge base can store product maintenance details such as system administration, upgrades, product compatibility, etc. Any information that the user might typically find in your product manuals or that they might make a "quick phone call" to find out can be more economically handled via an online knowledge base. (... more) 1/30/2002 (Sample) Error Codes - Description and Resolution For commonly encountered errors, you can create articles that describe the nature of the error and how to resolve the issue. By entering the exact error codes in the article Title or text, users can search on those error codes to quickly locate the answers that they need. For errors that require special assistance, the article can serve two purposes: 1. The "public" article text can provide the appropriate call center phone number; and 2. The "internal" article text (... more) 1/30/2002 (Sample) Product Installation Information You may wish to provide online access to product installation information, such as: Basic equipment /tools needed Parts listing Detailed step-by-step instructions These instructions can also contain typical trouble areas of installation and how to resolve them (based on user feedback). If a user requires additional support, you can provide a contact number specific to product installation. You may also wish to include phone numbers for loc (... more) 1/30/2002 Disseminate Knowledge To Employees Across the Country Whether your employees work out of a single office, telecommute from home, occupy multiple office buildings, or move between client-sites across the country, the knowledge stored in your myKB knowledge base can be accessed by them all. No more waiting until the morning to access those product specifications, or having to call support to answer a client's question -- the power of the Answer will be available online 24 hours a day/ 7 days a week. Documents that were once stored on co (... more) 1/21/2002 Present Pre-Sales Information Your knowledge base is available 24 hours a day to present potential customers with detailed features and benefits of your products and services. You may establish categories for product specifications, warranty information, upgrades, support, pricing, etc. If potential customers are unable to locate the desired information, they can submit a question to the knowledge base for your Sales team to respond to.  (... more) 1/21/2002 Condense Experience into a Shared Information Resource Your myKB knowledge base is built collaboratively. All customer service representatives, even relatively inexperienced ones, build your myKB knowledge base as they use it. myKB implementation specialists help to motivate customer service staff to fill the knowledge base rapidly and integrate it into their everyday workflow. Every question is answered just once in your myKB knowledge base. That answer works unbelievably hard for you – teaching new service representatives about your product (... more) 1/21/2002 Multiply Service Department Productivity Every article in your myKB knowledge base can be emailed to a customer. E-mail delivery of knowledge base articles eliminates the need for a service representative to walk a customer through the multiple steps of a solution. Service representatives diagnose the problem, then customers correct the problem using an article e-mailed from your myKB knowledge base. (... more) 1/21/2002 Who Can Create Articles? Articles can be created two different ways: 1. By Non-Registered Users and Readers by submitting questions to the knowledge base. Users can submit questions to the knowledge base to request information that they were unable to locate, or to request clarification of the information that they found. These questions are automatically turned into articles pending Review. These questions will either be deleted, or answered and published. For more information on  (... more) 1/17/2002 Knowledge Base Color and Background Settings KB color and background settings allow Administrators to specify the "background" settings in their knowledge base. These background settings should match the main company web page background settings in order to maintain a consistent look and feel. Your myKB knowledge base was delivered with the background properties set to match your company's exisiting web site. Any changes made to these font settings will automatically take effect after clicking Save, and cannot be automatically rever (... more) 1/15/2002 Audit File Overview The Audit File log shows Administrators the listing of successful login/logouts, failed login attempts, User ID deletions, and system statistics. The Audit File screen can be reached by clicking the Audit File option within the Administrator Control Menu. This screen contains three panels: the KB Search panel; the Filter Archived Searches panel; and the Archived Searches panel. The KB Search panel contains the knowledge base title, Logout li (... more) 1/15/2002 Article Header / Footer The Article Header and Article Footer settings allow Administrators to configure text headers and footers for knowledge base articles. These settings can be used to display company-specific text, such as copyright information, before and/or after each article. This header and/or footer text will also be included in articles that are e-mailed from the knowledge base. The font properties associated with this text are configured using the "Header/Footer Font" setting. (... more) 1/14/2002 Show Search Textbox The Show Search Textbox setting allows Administrators to configure the availability of KB Searches within the knowledge base. A KB Search is a text search that allows users to quickly scan through all knowledge base articles to locate key words, numbers, phrases, or article IDs. There are two options for this setting: Yes No If Yes is selected, the KB Search Panel will contain all of the Search Fields: the Search Text box, the Search button (... more) 1/14/2002 Show Modified When a user performs a Guided Search, they click on a desired category to view its contents. These contents may be sub-categories or articles. If there are articles, they will display in an article listing. The Show Modified setting allows Administrators to configure the visiblity of Last Modified date within the Guided Search panel's article listings. There are two settings options: Yes No If Yes is selected, the article listing will con (... more) 1/14/2002 Guided Search The Guided Search setting allows Administrators to designate the "look and feel" of the Guided Search panel. There are two available options: Tree View Browse View The Tree View is similar in look and feel to Windows Explorer, using folders and expanding trees. The Browse View is similar to many popular search engines, using text-only category names and listing the sub-categories beneath them. For more information on these search types, please s (... more) 1/14/2002 Title Bar The Title Bar setting allows Administrators to designate the title of their knowledge base. Example: "myKB.com Support Site". This title is displayed in several places within the knowledge base: Within the title bar of the browser; Within the KB Search panel on each knowledge base screen; Within the footer of the browser with a thank you note (Thank you for visiting myKB.com Support Site); and Within the subject line of each art (... more) 1/14/2002 KB Search: By Keyword Keyword searches are performed using one or more search criteria to return article matches. Keywords may be words, parts of words, numbers, phrases, etc. If multiple keywords are used, a space should be entered between them. If a single word or portion of a word is entered as your search criteria, the articles returned will contain the exact word/ partial-word match. If a single number is entered, the articles returned will have an article ID that exactly matches the search crite (... more) 1/11/2002 KB Search: By Date Every time that an article is saved, the system records the date and time. In each article listing, the "Last Modifed" column shows the most recent date that the article was modified. Users can perform a KB date search by entering a date (in any valid format) into the Search Text field and clicking Search . The KB Search will then return a list of the articles that were created or modified on the specified date or after it. This gives your myKB knowledge base users the abil (... more) 1/11/2002 KB Search: By Article ID All information in your myKB knowledge base is stored in an Article . Each article has a unique Article ID number that is displayed on the article details page. This ID number can be used to refer a customer or fellow employee to a specific article. In order to easily locate and read a specific article, users can perform a KB Search on the Article ID number. By entering the number in the Search Text box, and clicking Search , the system will query the knowledge base to locate (... more) 1/11/2002 Audit File No details supplied (... more) 1/11/2002

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