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Knowledge Base Training – July 2009

Knowledge Base Training – July 2009. Susan Milliner. Introductions. Introductions. Expectations. What do you hope to get from this training?. Why use a Knowledge Base?.

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Knowledge Base Training – July 2009

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  1. KnowledgeBase Training – July 2009 Susan Milliner

  2. Introductions • Introductions

  3. Expectations • What do you hope to get from this training?

  4. Why use a Knowledge Base? A huge part of the success our missionaries experience is in their ability to provide accurate answers to Patrons questions. We have an increasing number of missionaries who help to populate the Knowledge Base database with solutions they author. This has resulted in a greater number of documents in the Knowledge Base, higher satisfaction from the Patron and increased confidence felt by the missionary. --Mary King, NA CSM supervisor

  5. FHSS Terms and Searching • Terms and Glossary • 103598

  6. Searching • Tips for Searching • 101152 • How Knova determines ranking in result set • 1st - Title exact match, 2nd - Body exact match, 3rd -Title synonyms, 4th - Body synonyms

  7. Improving the findability • How to improve the findability of a KD • 103925 • Report a failed search feickertmd@familysearch.org • Add problem statements • Recommend content

  8. Attach answer to a FHSS case • Attach a KD to a case • 102808

  9. Recommending content • Recommending content while on a case • 100104 Recommend Content button on Case Response • Recommending content while not in FHSS (Clarify) • 100104

  10. Authoring • Authoring new content • 100104 • Authoring Workflow • 102236

  11. Editing • Editing a KD • Editing a KD that was authored in Knova 100104 • Editing an FAQ 103593 • Edits to the new FamilySearch User Guide

  12. Saving KDs for easy access • Saving KDs • Tips for organizing - 101227 • Using saved KDs while in Case Response

  13. Duplicate or incorrect KDs • Duplicate or incorrect KD’s • 101130

  14. Understanding Meta-data • Understanding the Meta-data on a KD • demonstration

  15. Additional helpful KDs • Knowledge Base Common Questions – 102548 • Kanisa authoring template - 106632 • Enlarge text - 103401 • Multiple screens - 103826 • Search in another language - 102060 • Explanation of authoring states - 102236 • Key to KD #’s 100028 • Example permissions KD – 105797 • Remove a KD from the workflow - 102288

  16. Thanks!  • Thank you for all you do to make the knowledge base better and help patrons be successful with their family history work!

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