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USER GUIDE - MANAGING

KNOWLEDGE ARTICLES IN CRM Managing Knowledge Articles in the CRM, Phase 2

User Guide documenting the various steps involved with managing Knowledge Articles (KAs) and related CSR Feedback stored in the Microsoft Dynamics CRM The Knowledge Management team should use this User Guide in conjunction with the Knowledge Management Playbook and SOPs TR07, TR08, and TR09.

October 2019

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Table of Contents

Section 1 Introduction to Microsoft Dynamics CRM and Agent Desktop ................................................ 1

1.1 What are the CRM and Agent Desktop? .......................................................................................... 1

1.2 Knowledge Management Tasks Performed in the CRM .................................................................. 1

Section 2 Knowledge Management Tools within the CRM ...................................................................... 1

2.1 Interactive Service Hub (ISH) ........................................................................................................... 2

2.1.1 Dashboards ........................................................................................................................... 2

2.1.2 Knowledge Articles Page ....................................................................................................... 6

2.1.3 KB Feedback .......................................................................................................................... 8

2.2 Service Dashboard ........................................................................................................................... 8

Section 3 Creating and Managing FAQs and Job Aids .............................................................................. 9

3.1 Create a New Knowledge Article ..................................................................................................... 9

3.1.1 Language ............................................................................................................................. 11

3.1.2 Subject ................................................................................................................................. 12

3.1.3 Title ..................................................................................................................................... 12

3.1.4 Keywords, Call Types, and Categories ................................................................................. 12

3.1.5 Content ............................................................................................................................... 14

3.1.6 Add a Table to a KA ............................................................................................................. 16

3.2 Add a Hyperlink to a Related KA .................................................................................................... 17

3.2.1 Test a Related KA Link in Agent Desktop ............................................................................ 18

3.3 Add a PDF to a Knowledge Article ................................................................................................. 19

3.3.1 Attach the PDF .................................................................................................................... 19

3.3.2 Add a Link to the PDF .......................................................................................................... 21

3.4 Publish a Knowledge Article........................................................................................................... 22

3.5 Manage Existing FAQs and Job Aids............................................................................................... 23

3.5.1 Create Major Version .......................................................................................................... 24

3.5.2 Create Minor Version .......................................................................................................... 25

3.5.3 Update a Knowledge Article ............................................................................................... 27

3.5.4 Archive a Knowledge Article ............................................................................................... 27

3.5.5 Delete a Knowledge Article ................................................................................................. 28

3.5.6 Revert a Discarded or Archived Knowledge Article to Draft ............................................... 29

Section 4 Announcements ...................................................................................................................... 29

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4.1 Create a New Announcement ........................................................................................................ 29

4.2 Edit an Announcement .................................................................................................................. 31

4.3 Delete an Announcement .............................................................................................................. 32

Section 5 Knowledge Article Feedback ................................................................................................... 33

5.1 Export New Feedback from Prior Day ............................................................................................ 33

5.2 Acknowledge Feedback ................................................................................................................. 34

5.3 Respond to Feedback ..................................................................................................................... 36

5.4 Close Feedback .............................................................................................................................. 36

Section 6 Export a List of Current KAs .................................................................................................... 36

Section 7 Acronyms, Terms, and Abbreviations ..................................................................................... 37

Section 8 Appendices .............................................................................................................................. 39

8.1 Appendix: CRM and PROD permissions, access, error reporting, and troubleshooting ................ 39

8.1.1 Obtaining Access and Updating Permissions ...................................................................... 39

8.1.2 Error reporting and troubleshooting .................................................................................. 39

8.2 Appendix: Advanced Find Feature in Service Dashboard .............................................................. 40

8.2.1 Use Advanced Find to Locate Individual Knowledge Articles ............................................. 42

8.3 Appendix: All Content Formatting Options ................................................................................... 45

8.4 Appendix: Create Custom View: Feedback Submitted Yesterday ................................................. 47

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Table of Figures

Fig. 1: Integrated Service Hub (ISH) Views .................................................................................................... 2

Fig. 2: ISH Dashboard Drop-down Menu ...................................................................................................... 3

Fig. 3: Dashboard - Change Date Range ........................................................................................................ 3

Fig. 4: Dashboard - Sort Streams................................................................................................................... 4

Fig. 5: Dashboard - Set Sort By ...................................................................................................................... 4

Fig. 6: Agent Desktop Dashboard .................................................................................................................. 5

Fig. 7: Knowledge Manager Dashboard ........................................................................................................ 5

Fig. 8: KM Feedback Dashboard .................................................................................................................... 6

Fig. 9: ISH - Knowledge Articles ..................................................................................................................... 6

Fig. 10: ISH Knowledge Article View - All Articles ......................................................................................... 7

Fig. 11: ISH Knowledge Article View - Change View Drop-down Menu ........................................................ 7

Fig. 12: Knowledge Article Search - Article Public Number .......................................................................... 8

Fig. 13: Knowledge Article Search - Browse by Title ..................................................................................... 8

Fig. 14: Service Dashboard ............................................................................................................................ 9

Fig. 15: Knowledge Article - New Knowledge Article Button ...................................................................... 10

Fig. 16: Knowledge Article - New Knowledge Article Form ........................................................................ 10

Fig. 17: Knowledge Article - Completed Example ....................................................................................... 11

Fig. 18: Knowledge Article - Language Field ............................................................................................... 11

Fig. 19: Knowledge Article - Subject Field ................................................................................................... 12

Fig. 20: Knowledge Article - Keywords Field ............................................................................................... 13

Fig. 21: Knowledge Article - Content Field .................................................................................................. 14

Fig. 22: Knowledge Article - Content Formatting Options .......................................................................... 15

Fig. 23: Knowledge Article - Add a Table .................................................................................................... 17

Fig. 24: Knowledge Article - Related KA link in Source view ....................................................................... 18

Fig. 25: Knowledge Article - Related KA link in content editing view ......................................................... 18

Fig. 26: Knowledge Article - Invalid Characters Added to Hyperlink .......................................................... 18

Fig. 27: Knowledge Article - Opened in Service Dashboard ........................................................................ 20

Fig. 28: Knowledge Article - Attach PDF ...................................................................................................... 21

Fig. 29: Knowledge Article - PDF Attached.................................................................................................. 21

Fig. 30: Knowledge Article - Example of PDF Link ....................................................................................... 21

Fig. 31: Knowledge Article - PDF Hyperlink ................................................................................................. 22

Fig. 32: Knowledge Article - Invalid Characters Added to Hyperlink .......................................................... 22

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Fig. 33: Knowledge Article - MORE Menu ................................................................................................... 22

Fig. 34: Knowledge Article - Publishing Options ......................................................................................... 23

Fig. 35: ISH Knowledge Article View - Published Status ................................. Error! Bookmark not defined.

Fig. 36: Knowledge Article - Create Major Version ..................................................................................... 24

Fig. 37: Knowledge Article - Confirm Major Version ................................................................................... 24

Fig. 38: Knowledge Article - Create Minor Version ..................................................................................... 26

Fig. 39: Knowledge Article - Confirm Minor Version .................................................................................. 26

Fig. 40: Knowledge Article - Update Option ............................................................................................... 27

Fig. 41: Knowledge Article - Archive ........................................................................................................... 28

Fig. 42: Knowledge Article - Confirm Archive ............................................................................................. 28

Fig. 43: Knowledge Article - Send to Trash ................................................................................................. 29

Fig. 44: Knowledge Article - Confirm Send to Trash ................................................................................... 29

Fig. 45: Service Dashboard - Service Drop-down Menu ............................................................................. 30

Fig. 46: Service Dashboard – Options under Settings ................................................................................. 30

Fig. 47: Service Dashboard - Announcements ............................................................................................ 30

Fig. 48: Service Dashboard - New Announcement ..................................................................................... 31

Fig. 49: Announcement - Save Changes ...................................................................................................... 32

Fig. 50: Announcement - Delete an Announcement .................................................................................. 33

Fig. 51: Service Dashboard - KB Feedback .................................................................................................. 33

Fig. 52: KB Feedback - Open Feedback ....................................................................................................... 34

Fig. 53: KB Feedback - Export Feedback ..................................................................................................... 34

Fig. 54: KB Feedback - Acknowledge Feedback .......................................................................................... 35

Fig. 55: KB Feedback - Close Feedback ....................................................................................................... 36

Fig. 56: Service Dashboard - Advanced Find Button ................................................................................... 40

Fig. 57: Service Dashboard - Advanced Find Interface ............................................................................... 40

Fig. 58: Advanced Find - Select ................................................................................................................... 41

Fig. 59: Advanced Find - Edit Columns Button ............................................................................................ 41

Fig. 60: Advanced Find - Edit Columns Interface ........................................................................................ 41

Fig. 61: Advanced Find - Edit Columns, Common Tasks ............................................................................. 42

Fig. 62: Advanced Find - Add Columns ........................................................................................................ 42

Fig. 63: Advanced Find - Results Button ..................................................................................................... 42

Fig. 64: Advanced Find - Change Operator ................................................................................................. 43

Fig. 65: Advanced Find - Enter Search......................................................................................................... 43

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Fig. 66: Service Dashboard - KB Feedback .................................................................................................. 47

Fig. 67: KB Feedback - Create Personal View .............................................................................................. 47

Fig. 68: Create KB Feedback View - Select Option ...................................................................................... 48

Fig. 69: Create KB Feedback View - On Option ........................................................................................... 48

Fig. 70: Create KB Feedback View - Edit Columns ....................................................................................... 48

Fig. 71: Create KB Feedback View - Set Up Columns .................................................................................. 49

Fig. 72: Create KB Feedback View - Save View ........................................................................................... 50

Fig. 73: Create KB Feedback View - Name the View ................................................................................... 50

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Section 1 Introduction to Microsoft Dynamics CRM and Agent Desktop

1 .1 What a re the CRM and Agent Desk top?

Microsoft Dynamics CRM is the Customer Relationship Manager (CRM) used by CQA to track and

manage customer contacts. Agent Desktop is the name of the front-end application. CSRs accessing the

Agent Desktop can see when a call has been routed to them, accept the call, answer general questions,

use the built-in enumeration tool to complete a Census Questionnaire over the phone, and record the

reason for the call along with the disposition. The CRM includes a Knowledge Management System

(KMS) that houses all Knowledge Articles (KAs) that CSRs must use when helping their callers.

The CRM used during live operations can only be accessed from the CQA Production environment

("PROD"). The KM team accesses PROD using a PROD laptop, while CSRs and other Contact Center staff

have desktop PCs that only access the PROD environment. For data security, PROD computers cannot

access the Internet or the MAXIMUS network.

The KM team can also access the Systems Integration Testing (SIT) environment, which contains a

version of the CRM used for testing purposes. Unlike PROD, the SIT environment can be accessed from a

MAXIMUS computer. The 4000 IPT built the CRM in the Development (DEV) environment, then

deployed it to SIT for testing and finally moved it to PROD for public release. The KM team does not

typically work with the DEV version.

See Appendix 8.1 for information on access and permissions issues, error reporting, and

troubleshooting.

1 .2 Knowledge Management Tasks Per fo rmed in the CRM

During live operations, the following KM tasks are performed in the CRM:

• Manage KAs

o Create, update, and archive Frequently Asked Questions (FAQs) and Job Aids

▪ Create and format content after KM CMB/Client approval of the text

▪ Assign keywords and categories to enhance search capabilities

▪ Ensure that the correct call types and languages are assigned

▪ Upload supplemental PDF job aids

▪ Add links to related KAs or PDFs

▪ Publish in thirteen languages

• Manage Announcements

o Create, publish, and archive announcements. Announcements may include information

about:

▪ New or updated KAs

▪ System issues and workarounds

▪ Changes to processes and procedures

• Manage KA Feedback

o Export KA Feedback entered by CSRs

o Respond to KA Feedback

Section 2 Knowledge Management Tools within the CRM

There are two CRM interfaces used by the KM team:

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• Interactive Service Hub (ISH): This interface is optimized for customer service. The ISH is where

the KM team will create and update KAs. It also contains various dashboards, including a view of

the CSR dashboard.

• Service Dashboard: The KM team will use this interface to publish and manage announcements,

upload PDFs, and manage KA feedback. This interface also contains an advanced search function

that can be used to find various data; most notably, it is the most efficient way to find a specific

KA

2 .1 In te rac t ive Se rv i ce Hub (ISH)

To access the ISH, go to the following URL in Internet Explorer while logged into the PROD environment:

[ Insert hyperlink to ISH ]

The ISH contains multiple tools used by the KM team:

• Dashboards o Agent Desktop Dashboard o Knowledge Manager Dashboard o KM Feedback Dashboard

• KB Feedback

• Knowledge Articles

• Knowledge Articles Views

Access these tools by clicking the (drop-down arrow) next to Service in the top navigation bar [Fig. 1].

Fig. 1: Integrated Service Hub (ISH) Views

2.1.1 Dashboards

The three dashboards available in the ISH are:

• Agent Desktop Dashboard

• Knowledge Manager Dashboard

• KM Feedback Dashboard

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The Agent Desktop Dashboard is the default screen when opening the ISH.

To reach the other dashboards, click the drop-down arrow next to Agent Desktop Dashboard [Fig. 2] and choose the desired Dashboard.

Fig. 2: ISH Dashboard Drop-down Menu

2.1.1.1 Streams

All Dashboards display information in columns, or streams. The information displayed is unique to each

Dashboard. More information about each Dashboard is detailed below.

In all dashboards, the streams are filtered by a date range that appears in the top right corner of the

page.

The default date range for the Agent Desktop Dashboard is Month To Date, while the default on the

Knowledge Manager and KM Feedback Dashboards is This Quarter.

Change the date range by clicking the drop-down arrow [Fig. 3]. The options are:

• Today

• Yesterday

• This Week

• Last Week

• This Month

• Last Month

• Month to Date

• This Quarter

• Last Quarter

• Custom Time Frame

Note: Changing this date range will be particularly important during changes in quarters. For example, on 4/1 and 7/1 no records from the previous quarter will display in the default view.

Fig. 3: Dashboard - Change Date Range

The default sorting on each Dashboard stream is set to Modified On in descending order (newest to

oldest). The sorting on each stream can also be changed. The steps to change the default sorting are as

follows:

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1. To sort by different criteria, click the icon on the right side of the stream heading [Fig. 4]. Then click Edit Properties.

Fig. 4: Dashboard - Sort Streams

2. Choose a Sort By option from the drop-down list [Fig. 5b].

Each stream may have different sorting options. For example, the options for the All Articles for Knowledge Managers stream are:

• Knowledge Article Views

• Language

• Modified On

• Rating

• Status

• Title

3. Click OK.

Fig. 5: Dashboard - Set Sort By

2.1.1.2 Agent Desktop Dashboard

The Agent Desktop Dashboard reflects a CSR's dashboard view of Agent Desktop.

The Dashboard contains two streams: Agent My Feedback and Announcements [Fig. 6]. For a CSR, the

Agent My Feedback stream lists the feedback that the individual CSR user has provided. The information

displayed depends on the user's login; therefore, a CSR cannot see the feedback left by any other CSR.

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Fig. 6: Agent Desktop Dashboard

2.1.1.3 Knowledge Manager Dashboard

The Knowledge Manager dashboard contains three columns, or streams [Fig. 7]: All Articles for

Knowledge Managers, Articles Expiring This Month for Knowledge Managers, and All Feedback.

• The All Articles for Knowledge Managers stream lists KAs in all statuses but does not display

each KA's status. For KM users, this stream will show KAs that are not visible to CSRs (Draft,

Archived, and Discarded statuses) in addition to published KAs.

• Articles Expiring This Month for Knowledge Managers will contain any KAs set to expire this

month. This stream may not have any records displayed because most KAs do not have an

expiration date.

• All Feedback will contain all feedback from all CSRs.

Fig. 7: Knowledge Manager Dashboard

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2.1.1.4 KM Feedback Dashboard

The KM Feedback Dashboard displays all feedback entered by CSRs, categorized in three streams: Open

Feedback, Unassigned Feedback, and KM My Open Feedback.

Note: The KM Feedback Dashboard will not be the primary method of viewing and responding to

feedback. For more information on feedback, see Section 5.

Fig. 8: KM Feedback Dashboard

2.1.2 Knowledge Art ic les Page

Use the Knowledge Articles page to:

• View all KAs currently stored in the CRM

• Create new KAs

• Update KAs

To open the Knowledge Articles page, follow these steps:

1. Access the ISH.

2. Click the drop-down arrow next to Service and click

Knowledge Articles [Fig. 9].

Fig. 9: ISH - Knowledge Articles

2.1.2.1 Knowledge Article Views

Multiple Knowledge Article views are available to display different data. When opening the Knowledge

Articles page, the view defaults to All Articles [Fig. 10].

The All Articles view displays all KAs regardless of status: Draft, Published, Archived, or Discarded.

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Fig. 10: ISH Knowledge Article View - All Articles

To choose another view, click the drop-down arrow next to All Articles [Fig. 11].

Other views used by KM may include:

• Archived Articles

• Draft Articles

• Published Articles

Each view displays different data. For example:

• All Articles [Fig. 10] will include the Article Public Number (APN), Title, Status, Major and Minor version, Modified On, and Language

• Published Articles shows only Title and Keywords.

Fig. 11: ISH Knowledge Article View - Change View Drop-down Menu

Columns within the standard system views can be sorted but not modified. Each user can create custom

views saved in the Service Dashboard for use on the ISH Knowledge Articles page. The instructions to

create custom views can be found in Appendix 8.4.

2.1.2.2 Search for Knowledge Articles

KAs can be searched or browsed within any view. Searching by APN is the quickest way to find a KA;

however, keyword text can also be used. Please note that of September 2019, the Search Results view

does not contain much information to identify the correct KA if multiple results are returned.

Note: The APN is a number assigned to each FAQ or Job Aid when created. Every FAQ or Job Aid

(including translated versions) will have a unique APN beginning with 'KA-'.

To search, type the APN or desired text into the search field [Fig. 12].

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After searching, the screen will change to Search Results.

Fig. 12: Knowledge Article Search - Article Public Number

Note: The button to the right of the search box is not functional. To clear a search, delete everything from the search box and press Enter on your keyboard to display all results.

2.1.2.3 Browse for Knowledge Articles

To browse for a KA by title, click the first letter of the title using the letters along the bottom of the page

[Fig. 13].

• The resulting list of KAs can be sorted by clicking on the column header, such as TITLE or

MODIFIED ON.

• Move to additional pages of KAs by clicking the < or > at the bottom right of the page.

Fig. 13: Knowledge Article Search - Browse by Title

2.1.3 KB Feedback

The KB Feedback page has a near-identical page in the Service Dashboard, which is the preferred

version. For more information on KA Feedback, see Section 5.

2 .2 Serv ice Dashboa rd

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The Service Dashboard is used to:

• Publish Announcements

• Attach PDFs to KAs

• Export feedback

• Respond to and close feedback

• Advanced Find

Note: The Service Dashboard also contains a Knowledge Articles page similar to the one in the ISH.

However, KAs cannot be edited from the Service Dashboard.

To access the Service Dashboard, go to the following URL in Internet Explorer while logged into the

PROD environment: [ Insert hyperlink to Service Dashboard ]

Note: Upon opening the Service Dashboard, an Access Restricted message will display [Fig. 14]. Ignore

this message, as all necessary functions will still be available.

Use the links above to jump to sections of this guide pertaining to the Service Dashboard tools.

Fig. 14: Service Dashboard

Section 3 Creating and Managing FAQs and Job Aids

There are two types of KAs, defined below:

• FAQ – FAQs are typically scripted responses to specific questions.

• Job Aid – Job Aids are typically procedural but may contain some scripted responses or

questions to ask the caller.

The following sections will outline the steps to create, publish, and edit KAs in the CRM. See the

Knowledge Management Playbook for additional procedures and guidelines.

REMINDER: Before publication, all KAs must be approved by the appropriate parties. See CQA-SOP-TR08

Managing Scripted Content for details.

Note: Do not create Announcements using this method. Announcements will be an option when

creating a new KA, but do not use it. Announcements created this way will show up in FAQ/Job

Aid search results. To publish an Announcement, see Section 5.

3 .1 Crea te a New Knowledge Ar t i c le

To create a new KA, follow these steps:

1. Open the ISH to the Knowledge Articles page.

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2. Click + NEW [Fig. 15].

Fig. 15: Knowledge Article - New Knowledge Article Button

3. The New Knowledge Article page [Fig. 16] will open.

4. Enter the Title, Language, Subject, Keywords, and Content as described in the sections below.

Fig. 16: Knowledge Article - New Knowledge Article Form

5. To save the KA, click SAVE in the upper right corner, or the (disk) icon in the lower right corner

[Fig. 17].

a. To save and close the KA, click SAVE AND CLOSE in the upper right corner, or after clicking SAVE

or the (disk) icon, click the back arrow within the KA at the top left corner next to the New

Knowledge Article. Do not select the browser back button.

Note: Saving the KA puts it in Draft status. Since it is not yet published, the KA will not appear in the

Agent Desktop.

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Fig. 17: Knowledge Article - Completed Example

6. When the KA is complete, continue to Publish.

3.1.1 Language

A separate KA must be created for each language required for the FAQ or Job Aid. While there is a

function within the CRM to create related KAs for translations, that function is not available for use.

Even if the Job Aid contains no translated scripting, it must be created in each required language.

Note: The language is locked when a KA is saved; it cannot be changed.

The Language field in the KA will default to English. To change the language, follow these steps:

a. First, hover over the Language field until the magnifying glass shows up. Click the magnifying

glass. The field will then look like this:

Fig. 18: Knowledge Article - Language Field

b. Search for and select the appropriate language for the KA.

Note: When creating and publishing a new FAQ or Job Aid, if all necessary translations have not yet

been provided, create all the necessary FAQs or Job Aids with the appropriate language

selected. Enter the English content with a note at the beginning stating:

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The [language] translation for this [FAQ/Job Aid] is not yet available. Please translate when speaking to a caller. The [language] content will be provided as soon as possible.

In addition to the Language field, the appropriate keywords must be entered to designate the call type

and language. See Section 3.1.4.

3.1.2 Subject

The Subject field is required for every KA. There are multiple subject selections in the drop-down menu;

however, we will only be using two subjects: FAQs and Job Aids.

To set the Subject, click the drop-down arrow in the Subject field and select FAQ or Job Aid [Fig. 19].

Note: Do not select Announcements. To publish an Announcement, see Section 5.

Fig. 19: Knowledge Article - Subject Field

3.1.3 Tit le

The title for the FAQ or Job Aid should have already been determined and approved. Enter the title as

approved into the Title field.

Note: If editing an existing KA, do not change the title. Reporting uses the KA title as the basis for all

MRS and Tableau reporting.

3.1.4 Keywords, Cal l Types, and Categories

Traditional keywords are entered to help CSRs find the correct FAQ or Job Aid.

Keywords are also used to make each KA available within the proper call type(s), language(s), and

category(ies) in Agent Desktop. These are referred to as custom keywords. Without these keywords, the

KA will not be visible to CSRs.

The structure for custom keywords is comprised of up to four parts in the following order:

[Call Type][Category][Language]FAQx

Note: The FAQx portion is required on all custom keywords.

All KAs must include the custom keyword All[Language]FAQx and at least one custom keyword with a call type and language.

The Call Type, Category, and Language portions of the custom keywords are detailed in the sections

below.

In the Keywords field [Fig. 20], enter the following, separating each with a comma:

• The keywords that can be used to search for the KA

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• All[Language]FAQx

• The appropriate keywords for the call type(s), category(ies), and language

Fig. 20: Knowledge Article - Keywords Field

3.1.4.1 Custom Keywords: Call Type

The Call Type portion of the keyword allows the KA to be distinguished based on the following call types:

• All – A general call type that all KAs must have. Example: All[Language]FAQx

• Inbound

• Outbound

• PREng – [Language] part of keyword will always be English

• PRSpan – [Language] part of keyword will always be Spanish

• GroupQuarters

Every KA must have at least one custom keyword that consists of only the call type and language:

• [Call Type][Language]FAQx

If the KA is used under multiple call types, multiple call type keywords should be entered.

3.1.4.2 Custom Keywords: Category

The Category part of a keyword allows the KA to be assigned to categories that CSRs can use to filter

their FAQ search results.

To maintain the category as an optional selection for CSRs, every KA will need two permutations of each

Category custom keyword: one with the call type and one without:

• [Category][Language]FAQx

• [Call Type][Category][Language]FAQx

Note: If a KA goes under multiple call types, ensure all necessary category and call type combinations

are included.

Below is a list of all the categories; however, not all categories are used for every call type. For a

breakdown of categories by call type, see the Excel document Keyword Mapping for FAQs.

• AddRes – Address / Residence Issues

• CensusData – Census - Data Use

• CensusGenInf – Census - General Information

• Definitions – Definitions

• FollowUp – Follow Up Calls & Visits

• JobAids – Job Aids

• MailMktMed – Mailings / Marketing / Media

• PaperQ – Paper Questionnaire

• SecPrivConf – Security / Privacy / Confidentiality

• SelfResp – Self-Response

• Submit – Submit - How, Why, & When

• SurveyQ – Survey Questions - How To Answer

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• WhoInclComp – Who to Include / Who can Complete

• WhyAsk – Why do you ask?

• PuertoRico – Puerto Rico

• Supervisor – Supervisor

3.1.4.3 Custom Keywords: Language

Language will appear in every keyword as this allows the KAs to be available to CSRs in the appropriate

language based on the language of the call. There are 13 available languages, listed below.

Inbound, Outbound, Puerto Rico, and Group Quarters:

• English

• Spanish

Inbound only:

• Arabic

• Chinese

• French

• HaitianCreole

• Japanese

• Korean

• Polish

• Portuguese

• Russian

• Tagalog

• Vietnamese

3.1.5 Content

The Content field [Fig. 21] is where the full, approved text of the KA is entered and formatted.

The approved text should be copied and pasted from the Content Change Request Form. There may be some additional formatting required after the text is copied over.

To expand the Content field, click the icon to the upper right of the field [Fig. 21]:

Fig. 21: Knowledge Article - Content Field

Clicking in the Content field will reveal rich text editing options above the text box [Fig. 22]. Only a few of these options will be used; these are defined below. See the Knowledge Management Playbook for additional information on the formatting standards. For descriptions of all the formatting options, see Appendix 8.3.

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Fig. 22: Knowledge Article - Content Formatting Options

Use these formatting options as follows:

Note: Use the default font and text size for all KAs. The font displays as Arial when creating and editing but appears as Times New Roman for the CSRs. CSRs can increase or decrease the text size shown in the FAQ panel of Agent Desktop.

Formatting Styles: A menu containing font styles. The only style used is Language: RTL for the Arabic language KAs.

Bold, Italics, and Underline

• Use Bold for verbatim scripted text

• Use Plain black text (not bolded) for optional scripted text

• Use Italics for information that the CSR needs to insert into the script. For example: [caller name]

• Use Underline for any "Optional:" or "Note:" designation

Text Color

All text in KAs will be black except:

• For CSR instructions, use the darkest available gray:

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Note: Hyperlinks, when correctly created, will automatically display as blue, underlined text

Table

• Use a Table to display multiple optional scripts within a KA

• Use a Table to demonstrate different paths to follow depending upon the answer to a starter question

Source

• Use Source to open the source code. The most common use for this option is to add hyperlinks to related KAs. For further instructions, see Section 3.2

• Use Source to troubleshoot formatting issues that cannot be resolved in the content field

3.1.6 Add a Table to a KA

Tables are used in some KAs to display multiple optional scripts in an organized fashion. When KAs are

loaded in bulk, tables are not automatically created; the text will be present, but the table must be

created manually. When KAs are published individually, tables can be created during the initial

publishing process.

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To add a table to a KA, follow these steps:

1. From the ISH, open the Knowledge Articles page,

then locate and open the KA.

2. Insert your cursor in the Content area in the place

in which you would like to add the table.

3. Click the (table) button.

4. A dialog box will open to set the table's properties, including the number of columns that should be included. When all desired properties have been set, click OK.

5. Add the desired text to the table.

6. To add additional rows or columns, or change the properties, double-click on the table to reopen this properties dialog. Make the desired changes and click OK.

Note: Once created, a table can be copied from one KA to another; for example, you can copy the table from the English version to the non-English versions and insert the translated scripted text over the existing English text.

Fig. 23: Knowledge Article - Add a Table

3 .2 Add a Hyper l ink to a Re la ted KA

Hyperlinks ('links') to related KAs are added to the bottom of the relevant "parent" KA so that CSRs can

quickly find related FAQs or Job Aids without searching.

The following information is needed to add a link to a related KA:

• The APN for the relevant "parent" KA, i.e., the KA that will contain the link

• The APN and Title for the relevant "child" KA, i.e., the related KA to be linked

Note: Neither KA needs to be published to add links, but for the CSR to seem them, both KAs need to

be published

To add a related KA link:

1. From the Knowledge Articles page of the ISH, open the "parent" KA.

2. In the CONTENT area, click the (Source) icon in the toolbar.

3. Add the link (<a> or anchor tag) in the appropriate place. The name of the related KA may already

be present. Related KA links should be available to copy and paste from the Related Links

spreadsheet.

If a new link is not in the Related Links spreadsheet, the link tag must be entered in the following

specific format, which is case sensitive:

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<a href="http://event?eventname=OpenRelatedKBArticle&amp;ARTICLEID=XXXXXX">ZZZZZZ</a>

• XXXXXX is the related APN (KA-#####)

• ZZZZZZ is the text to be shown in the link, i.e., the title of the related KA

Note: Each translated version of a KA has a unique APN, i.e., all inbound KAs with scripted content will

have thirteen individual KAs with unique APNs, one for each language. The APN used in the link

must point to the KA in the same language as the parent KA to which the link is added. For

example, if the primary FAQ is in Mandarin, the linked FAQ must also be in Mandarin.

Fig. 24: Knowledge Article - Related KA link in Source view

4. When done, click the icon in the toolbar to return to the standard editing view to see how the

link will look when rendered [Fig. 25].

• A successfully entered link will automatically display in blue, underlined text.

Fig. 25: Knowledge Article - Related KA link in the content editing view

Note: ISH sometimes replaces the HTTP: with garbage characters for some reason [Fig. 26]. If these

characters show up, manually edit the hyperlink to replace the garbage characters with HTTP://.

After saving the KA, go back in to check for these characters.

Fig. 26: Knowledge Article - Invalid Characters Added to Hyperlink

3.2.1 Test a Related KA Link in Agent Desktop

To test a related KA link, a user with access to the Agent Desktop should:

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1. Open CenDesk Agent 2020 (Agent Desktop) by double-clicking the desktop shortcut in PROD.

2. Search for and open the "parent" KA in the FAQ Search panel.

3. Click the link to the related KA. It should open a new search with the related KA as the only search

result.

• If this does not work, follow steps 1 and 2 in Section 3.2, above, to correct the link.

4. Open the linked KA to ensure that the correct KA opens and the title matches the linked title.

• If necessary, update the link tracker

3 .3 Add a PDF to a Knowledge Ar t i c le

PDFs, which open in the center panel, add content that does not fit in the smaller right panel, have

complex formatting, or should be opened without closing the FAQ or Job Aid opened in the right panel.

There are two steps to adding a PDF to the Agent Desktop:

• Uploading the PDF into the system by attaching it to a KA

• Adding a link to the PDF to the appropriate FAQs and Job Aids

3.3.1 Attach the PDF

Follow the steps below to create a KA to which the PDF will be attached.

1. Create and publish a KA that will contain only the PDF. See Section 3.1 for instructions on how to

create a KA. Complete the fields as follows:

a. Title: Name of PDF

b. Language: English

c. Subject: Job Aid

d. Keywords: Leave blank

e. Content: Leave blank

2. Note the APN as it will be needed to link the PDF to other KAs.

3. Open the Service Dashboard and open the KA just created by following these steps:

a. Use Advanced Find to search for the KA using the APN.

b. Click the Title of the KA. The KA will open in a dialog box [Fig. 27].

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Fig. 27: Knowledge Article - Opened in Service Dashboard

4. Under the RELATED INFORMATION section, click NOTES

5. Click in the Title field and enter "Attached PDF"

6. Click Attach to add the PDF file to the note [Fig. 28].

Note: Before attaching, make sure there are no spaces within the filename of the PDF. Rename the

file, if necessary.

a. Locate the folder in which the PDF is saved and select the PDF.

b. Make sure to note the name of the file (e.g., DCT_Paperform.pdf) as it will be needed to

create a link to the document.

7. Click Done and close the KA dialog window.

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Fig. 28: Knowledge Article - Attach PDF

Fig. 29: Knowledge Article - PDF Attached

3.3.2 Add a L ink to the PDF

For the PDF to be viewable, a link to the PDF needs to be added to any KA in which it is referenced. To

add a link to the PDF, follow these steps:

1. Go back to the ISH.

2. Open the relevant KA.

3. In the CONTENT area, click the icon in the toolbar.

4. Add a link (<a> or anchor tag) in the appropriate place in the KA. The anchor tag will need to contain

the OpenPDF event, the APN, and the PDF file name. Use the following format to enter the anchor

tag:

<a href=”http://event?eventname=OpenPDF&amp;ARTICLEID=XXXXXX&amp;FILENAME=YYYYYY.pdf> ZZZZZZ</a>

• XXXXXX is the APN (KA-#####) to which the PDF was attached

• YYYYYY is the filename of the PDF that was attached. Make sure to include the ".pdf" at the end.

• ZZZZZZ is the text to be shown in the link, i.e., the full title/description of the PDF

Note: OpenPDF, ARTICLEID, and FILENAME in the link are case sensitive. To ensure the correct link is

added, copy and paste the above format and replace the XXXXXX, YYYYYYY, and ZZZZZZ.

Note: Formatting tags around the link can be removed, such as the <u></u> in the example below. A

properly formatted link will automatically display in blue, underlined text. The two-line break

tags – <br /><br /> – being used to create new paragraphs should remain.

Fig. 30: Knowledge Article - Example of PDF Link

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5. When done, click the icon in the toolbar to close the source code and view how the content

will look when rendered [Fig. 31].

Fig. 31: Knowledge Article - PDF Hyperlink

Note: After closing out of the Source view, go back into it to double-check the link. ISH sometimes

replaces the HTTP: with garbage characters for some reason [Fig. 32]. If these characters show

up, manually edit and replace the garbage characters with HTTP://.

Fig. 32: Knowledge Article - Invalid Characters Added to Hyperlink

3 .4 Publ i sh a Knowledge Ar t i c le

Follow the steps below to publish a KA:

1. If the KA is not already open in ISH, locate the appropriate KA from the Knowledge Articles page and open it.

2. Click ...MORE at the top right and select PUBLISH [Fig. 33].

3. A window to set the publishing parameters will pop up on the right side of the screen [Fig. 34]:

a. The Publish field will default to Now. In most cases, this will not be changed. To publish the KA in the future:

i. Click the field and select In The Future.

ii. A Publish On field will appear. Use the calendar to select a date and enter a time.

b. In the Published Status field, the status Published is selected by default. This should not be changed.

c. If applicable, in the Expiration Date field, select a date and time at which the published KA should expire.

Fig. 33: Knowledge Article - MORE Menu

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• An expired KA will automatically be changed to Archived status at the date and time entered and will no longer be visible to end-users.

d. Leave the Publish Approved related translations with Article field set to No.

Note: Clicking Cancel at this time will leave the KA in Draft status, i.e., it will not publish the KA and the KA will be visible only to KM users.

4. Click Publish.

Once published, the KA is available to CSRs.

Fig. 34: Knowledge Article - Publishing Options

5. The KA will close, and the All Articles view of the Knowledge Articles page will appear [Error!

Reference source not found.]. Locate the KA in the list and confirm that the Status Reason field

indicates Published.

6. At this point, you may note the newly assigned APN.

3 .5 Manage Ex i s t ing FAQs and Job A ids

There are several options available to edit and manage KAs. Brief descriptions of the options are below,

with detailed instructions in the sections that follow.

• Create Major Version – Use this option for significant changes, such as an FAQ with a different

answer before and after a specific date.

o A new KA will be created with the same APN

o The Major Version number will increase by one (1.0 > 2.0)

o The previous version of the KA will be automatically archived when the new KA is

published

• Create Minor Version – Use this option for all other content changes, all translation changes,

and changes that may impact call scoring. For example, edits that change meaning or bolding or

un-bolding text that signifies a requirement to read it verbatim.

o A new KA will be created with the same APN

o The Minor Version number will increase by one (1.0 > 1.1)

o The previous version of the KA will be automatically archived when the new KA is

published

• Publish – Use this option to publish a new KA, including new Major or Minor Versions.

o KAs that are not published will remain in Draft status and are visible only to KM users

• Revert to Draft – Use this option to move a KA from a Published, Discarded, or Archived status

back to Draft status

o KAs in Draft status are visible only to KM users

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▪ Changing a KA from Published to Draft status will remove it from the CSRs' view

o KAs will remain in Draft status until they are published, archived, or discarded

• Update – Use this option only when making minor edits; for example, minor spelling corrections

that do not change the meaning of the text, adding or removing spaces, adding or removing

hyperlinks to related KAs.

o This option saves over the current Published version, i.e., it does not keep a record of

the previous version

• Archive – Use this option when a Published KA is no longer needed, as directed by the client, KM

CMB, or CCMB.

o This option removes the KA from CSRs' view

o The KA will be retained in the system with a status of Archived and will remain visible to

KM users

o The KA can be reverted to Draft status and republished later

• Send to Trash – Use this option to discard a KA

o Use this option only when the KA was created in error and cannot be repurposed

o The KA will remain in the system with a status of Discarded and will remain visible to KM

users

3.5.1 Create Major Version

The Create Major Version option should be used when making significant changes to a KA. For example:

• When there is a different answer before and after a specific date o For example, "Mailers will be sent in March and April." vs. "Mailers were sent in March

and April."

• When the previously approved content is determined to be inaccurate, or the client approves a significant change to the scripted text or procedures

Follow the steps below to edit an existing KA using the Create Major Version option:

1. From the ISH, open the Knowledge Articles page, and locate the KA.

2. Check the box next to the Title of the KA.

3. Click ... MORE at the upper right corner and select CREATE MAJOR VERSION [Fig. 35].

Fig. 35: Knowledge Article - Create Major Version

4. Click OK to the confirmation message [Fig. 36].

a. Clicking Cancel will bring you back to the Knowledge Articles page.

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Fig. 36: Knowledge Article - Confirm Major Version

5. A new version of the KA will be created in Draft status. It should appear in the list of All Articles near

the original version.

• The new version of the KA will have the same APN, and the major version number will be increased by one, e.g., version 2.0.

• The currently published version will remain published until the new version is published, at which time it will automatically change to Archived status.

• CSRs will only ever see one version of the KA.

6. Modify the content of the KA. The following items can be changed:

• Subject

• Keywords

• Content

Note: Do not change the title, as reporting is based on the title.

Note: The language cannot be changed. If the language is incorrect, create a new KA with the correct

language designation. The KA with the incorrect language designation can be deleted or

repurposed, if applicable.

7. To save the KA, click SAVE in the upper right corner or click the (disk) icon in the lower right corner [Fig. 17].

8. When all edits have been completed, publish the KA.

• The previous version of the KA will automatically change to Archived status. CSRs will only see the newly published version, but both versions will still be visible to KM users.

3.5.2 Create Minor Version

The Create Minor Version option should be used when making changes to a KA that may impact call

scoring. For example:

• Additions, deletions, or changes to content that alter the meaning

• Changes to formatting of verbatim scripting, i.e., bolding text that should have been a verbatim

or un-bolding text that should not have been verbatim

• All translation changes, except those that are due to significant changes for which Create Major Version applies

• Changes to Keywords, including Call Types and Categories

Follow the steps below to edit an existing KA using the Create Minor Version option.

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Note: If making a minor edit, such as to correct a typographical or formatting error, use the Update

option instead.

1. From the ISH, open the Knowledge Articles page, and locate the KA.

2. Check the box next to the Title of the KA.

3. Click ... MORE at the upper right corner and select CREATE MINOR VERSION [Error! Reference s

ource not found.].

Fig. 37: Knowledge Article - Create Minor Version

4. A confirmation message will appear [Fig. 38]. Click OK.

Fig. 38: Knowledge Article - Confirm Minor Version

5. A new version of the KA will be created in Draft status. It should appear in the list of All Articles near

the original version.

The new version of the KA will have the same APN, and the minor version number will be increased by one, e.g., version 1.1. The original – version 1.0 – is automatically changed to Archived status when the new version is published.

6. Modify the content of the KA. The following items can be changed:

• Subject

• Keywords

• Content

Note: Do not change the title. Some reporting is based on the title.

Note: The language cannot be changed. If the language is incorrect, create a new KA with the correct

language designation. The KA with the incorrect language designation can be deleted or

repurposed, if applicable.

7. To save the KA, click SAVE in the upper right corner or click the (disk) icon in the lower right corner [Fig. 17].

8. When all edits have been completed, publish the KA.

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3.5.3 Update a Knowledge Art ic le

Use the Update option for minor corrections that will not alter the content's meaning or affect call scoring. For example:

• Minor typographical errors with spelling and punctuation (English only)

• Minor formatting, such as adding or removing spaces

• Adding or removing hyperlinks to related KAs

This option allows you to make these minor edits to the currently

published KA. To update a KA, follow these steps:

1. From the ISH, open the Knowledge Articles page, and locate the

KA.

2. Click the Title of the appropriate KA to open it.

3. Make all necessary edits. The following items can be changed:

• Subject

• Keywords

• Content

Note: Do not change the title. Some reporting is based on the title.

Note: The language cannot be changed. If the language is incorrect, create a new KA with the correct language designation. The KA with the incorrect language designation can be deleted or repurposed, if applicable.

4. Click the …MORE menu at the top right and select UPDATE [Fig.

39].

The updated KA will be automatically saved and republished.

Note: The SAVE and SAVE AND CLOSE options do not work on a

published KA; an error message will result.

Fig. 39: Knowledge Article - Update Option

3.5.4 Archive a Knowledge Art ic le

When a KA is no longer needed, it should be archived. An archived KA is no longer available to CSRs and

will no longer be returned in search results within Agent Desktop; however, it is still in the system. It

remains visible to KM users, and it can be re-activated at any time. Use this option rarely when a KA is

genuinely no longer needed and does not need to be edited or updated.

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To archive a KA, follow these steps.

1. From the ISH, open the Knowledge Articles page, and

locate the KA.

2. Check the box next to the Title of the KA.

3. Click the ... MORE drop-down menu at the top right

and select ARCHIVE [Error! Reference source not f

ound.].

4. A confirmation message will appear. Click OK to

proceed [Fig. 41].

This KA will now reflect an Archived status in the list of

KAs. It will not be visible to CSRs in the Agent Desktop.

Note: The ARCHIVE option is also available from the

…MORE menu within an opened KA.

Fig. 40: Knowledge Article - Archive

Fig. 41: Knowledge Article - Confirm Archive

3.5.5 Delete a Knowledge Art ic le

Delete a KA only if it was created in error. A KA will remain in the CRM with a status of Discarded.

Before deleting the KA, consider repurposing it to fit another need; for example, if another KA will need

to be created in the same language, edit the existing one instead of creating a new one.

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To delete a KA, follow the steps below:

1. Access the Knowledge Articles page in the ISH.

2. Search for the KA to delete and check the box next to the KA.

3. Click the ... MORE drop-down at the top right and select SEND TO TRASH [Fig. 42].

4. A confirmation message will appear. Click OK to delete the KA [Fig. 43].

The KA will remain in the CRM but with a Discarded status. It will not be visible to CSRs in the Agent Desktop.

Note: The SEND TO TRASH option is also available from the …MORE menu within an opened KA.

Fig. 42: Knowledge Article - Send to Trash

Fig. 43: Knowledge Article - Confirm Send to Trash

3.5.6 Revert a Discarded or Archived Knowledge Art ic le to Draft

A Discarded or Archived KA could be made active again if it was discarded or archived in error.

1. Access the Knowledge Articles page in the ISH.

2. Search for the KA to delete and check the box next to the KA.

3. Click the ... MORE drop-down at the top right and select REVERT TO DRAFT.

The KA will then be in Draft status and can be edited as necessary and published.

Section 4 Announcements

Announcements are published to inform CSRs of a change to an existing FAQ or Job Aid, a change to a

procedure, or an event that might impact them.

• Announcements are created in the Service Dashboard.

• Announcements are published in English only.

• Announcements will expire ten days after publishing unless otherwise requested.

4 .1 Crea te a New Announcement

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Announcements are published to notify CSRs of changes, such as:

• New KAs

• Significant changes to existing KAs

• Change to a procedure

• System updates that affect the Agent Desktop

• Outages, such as with the DCT or ISR

To create an Announcement:

1. Open the Service Dashboard.

2. Click the Service drop-down at the top of the page and click Settings [Fig. 44].

3. Under the Extensions heading, click Announcements [Fig. 45].

Fig. 44: Service Dashboard - Service Drop-down Menu

Fig. 45: Service Dashboard – Options under Settings

4. The Announcements page contains a list of all previously published announcements and the option to create a new Announcement. To create a new Announcement, click + NEW.

Fig. 46: Service Dashboard - Announcements

5. Here, and in other places in KM view, Announcements may be referred to as News Articles. Enter

the following information for the Announcement [Fig. 47]:

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• Title: This will be displayed as a bold header for the Announcement. It should be a summary of

the content of the Announcement.

• Body: Enter the text of the Announcement. There is no formatting available within the UI;

however, some formatting will copy over from Word.

For example, a bulleted list created in Word can be copied over; however, the list will need to be

manually indented, if necessary, by entering spaces before each item.

• More Information URL (optional): One link may be entered, such as a link to an Adobe Connect

training module.

• Expiration Date (optional): To set the Announcement to expire, click the calendar icon drop-

down and choose the date.

Fig. 47: Service Dashboard - New Announcement

6. Click SAVE & CLOSE to save and publish the Announcement. The new Announcement will appear in

the Announcements list within the Service Dashboard.

The published Announcement will appear in the Announcement stream on the CSR Dashboard. The

most recent Announcement will be on top.

4 .2 Ed i t an Announcement

An Announcement can be edited to correct spelling, grammar, formatting, etc., or update the

information.

To edit an announcement:

1. Access the Announcements area by following steps 1-3 of section 4.1, above.

2. Click the blue linked Title of the Announcement from the Announcements page [Fig. 46].

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3. Make any necessary changes.

a. When adding an update to an Announcement (e.g., as notification that a previously announced system issue has been resolved), follow these guidelines:

• Do not overwrite the existing content.

• Instead, add the new information at the top, retaining the original text of the

Announcement below.

• Clearly define the updated information by including 'UPDATE:' or 'RESOLVED:'

• Add 'Update' or 'Resolved' to the Title.

b. To remove an Announcement from the CSR's Announcement stream, add or edit the

Expiration Date.

i. Add 'Expired-' to the beginning of the title so that expired Announcements can be easily

recognized in the Announcements list.

4. To save, click the (disk) icon at the bottom right corner next to unsaved changes.

Fig. 48: Announcement - Save Changes

4 .3 De le te an Announcement

An Announcement should be deleted only if it was created in error. To remove a published

Announcement from the Agent Desktop, edit the Announcement to add or adjust the Expiration Date.

To delete an Announcement:

1. Access the Announcements area by following steps 1-3 of section 4.1, above.

2. Click to add a checkmark to the left of the Announcement to be deleted.

3. In the options along the top of the page, click DELETE [Fig. 49].

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Fig. 49: Announcement - Delete an Announcement

Note: The DEACTIVATE option does not remove the Announcement from the CSR Dashboard stream,

i.e., the Announcement will still be visible to CSRs. This option locks the fields from editing.

Section 5 Knowledge Article Feedback

KA Feedback is exported from the CRM and imported into the Feedback Register for dispositioning and

tracking. These steps should be completed before acknowledging or responding to individual feedback

items.

The KM team will use the Service Dashboard tools to export feedback and acknowledge and respond to

every individual feedback item.

Feedback from the previous day should be exported each morning. Before doing this for the first time,

create a custom view to ensure the necessary data is included. The steps to create this custom view are

found in Appendix 8.4.

5 .1 Expor t New Feedback f rom Pr ior Day

Access the custom feedback view Feedback Submitted Yesterday. If this view has not yet been set up, see Appendix 8.4.

Follow these steps to obtain and export the feedback from the previous day:

1. In the Service Dashboard, click the drop-down arrow next to Service and select KB Feedback.

The default view is Open Feedback.

Fig. 50: Service Dashboard - KB Feedback

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Fig. 51: KB Feedback - Open Feedback

2. Click the drop-down arrow next to Open Feedback and select the custom view Feedback Submitted Yesterday.

3. Click the drop-down arrow next to EXPORT TO EXCEL and select Static Worksheet.

Note: The feedback view will display 25 records. If 25 or fewer feedback records are returned, the only Static Worksheet option will be Static Worksheet (Page only).

Fig. 52: KB Feedback - Export Feedback

4. The Excel file will download. The following message will appear at the bottom of the screen:

5. Click the drop-down arrow next to Save and select Save As. Save according to the guidelines in the Knowledge Management Playbook.

6. Open the file and follow the Knowledge Management Playbook's instructions to add the data to the Feedback Register.

5 .2 Acknowledge Feedback

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All feedback must receive an acknowledgment and, in most cases, a response outlining any follow-up

action taken. See the Knowledge Management Playbook for detailed procedures and guidelines for

acknowledgments and responses to feedback.

The CSR is notified when feedback is modified to add a comment from the KM team. CSRs can view their

feedback from the My Feedback stream on their Agent Desktop dashboard.

1. Access the open feedback submitted yesterday by following steps 1 and 2 in the previous section

(Section 5.1).

2. Click on each feedback item to open it. The following fields will appear on the resulting page:

▪ Created On: Date and time

▪ Created By: The CSR who provided the feedback

▪ The Title of the Knowledge Article for which the feedback was provided

▪ KA Language: The language of the KA on which feedback was provided

▪ Question or Issue: The respondent's question or a description of the issue, provided by the CSR.

▪ Comments: The feedback provided by the CSR

Note: A (lock) icon should appear next to the Question or Issue and Comments fields, indicating

that they cannot be edited.

Fig. 53: KB Feedback - Acknowledge Feedback

3. In the Knowledge Manager field, enter your name.

a. Type in at least part of your name, and then click the magnifying glass to search. Select your

name.

4. In the Knowledge Manager Comments field, enter a comment to acknowledge the feedback.

a. Per SOP TR09, a standard acknowledgment message to enter is "Thank you for your feedback."

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b. See SOP TR09 or the Knowledge Management Playbook for further guidelines and examples of

acknowledgment messages.

5. Click the (disk) icon in the lower right corner to save.

5 .3 Respond to Feedback

If follow-up action is taken on a feedback item, complete the action and then enter a final response to

inform the CSR.

Note: Before responding to feedback, ensure that the feedback has been exported, entered into the

feedback register, and properly dispositioned. See the Knowledge Management Playbook.

5 .4 C lose Feedback

When a feedback item has been resolved, the feedback item should be closed. A feedback item is

resolved when:

• All follow-up action is complete, and a response has been entered, or

• No follow-up action is required, and an acknowledgment message has been entered

To close a feedback item:

1. Within the opened feedback item, click DEACTIVATE at the top left corner. See [Fig. 53].

2. A dialog box will open to select a status [Fig. 54].

a. The options are Closed and Rejected. Always select Closed.

3. Click Deactivate.

Fig. 54: KB Feedback - Close Feedback

Section 6 Export a List of Current KAs

The following steps document the process to export a list of KAs from the CRM into an Excel document.

1. In the Service Dashboard, click the drop-down arrow next to Service and select Knowledge Articles.

The default view is All Articles. There are several other views in the drop-down menu. If none of the

views contain all the necessary data, a custom view can be created using the same process

demonstrated in Appendix 8.4, except for Knowledge Articles instead of feedback.

2. Click the drop-down arrow next to EXPORT TO EXCEL and select Static Worksheet.

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3. The following message will appear at the bottom of the screen:

4. Click the drop-down arrow next to Save and select Save As. Save the file to [ Insert hyperlink to

Location ] using the following filename format: KA_Export_YYYYMMDD

Section 7 Acronyms, Terms, and Abbreviations

The following table defines the acronyms, terms, and abbreviations used in this Process Manual.

Term Definition

Agent Desktop The front-end CRM application, which is named CenDesk Agent 2020 on the PROD desktop

APN Article Public Number. A system-assigned identifying number unique to each KA

CCMB Content Change Management Board. An internal Maximus group consisting of cross-functional team members that meet regularly to discuss changes to content.

CQA Census Questionnaire Assistance

CRM Customer Relationship Manager. An application used by CQA to manage customer contacts, call data, and KAs. The application used by CQA is Microsoft Dynamics. The end-user interface used by CSRs and support staff is called Agent Desktop.

CSR Customer Service Representative

Enclave The term Enclave has two meanings related to CQA. All uses of the term in this user guide refer to the first definition:

1. A secure network in which all activity related to customer data is conducted to protect sensitive data. Also known as PROD.

2. A secured physical area within the CQA Contact Centers in which all work related to customer data must be conducted. Also known as the production area or ATO boundary.

ISH Interactive Service Hub. One of the two primary interfaces used by KM. The KM team uses the ISH to manage KAs.

KA Knowledge Article. A general term referring to FAQs and Job Aids created for CSR use.

KB Knowledge Base

KM Knowledge Management or Knowledge Manager

KMS Knowledge Management System

PROD The Production network environment. See also: Enclave.

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Service Dashboard One of the two primary interfaces used by KM. The KM team uses the Service Dashboard to export and respond to feedback, publish and manage Announcements, and attach PDF documents to KAs.

SOP Standard Operating Procedure

URL Uniform Resource Locator. A web site address: it usually begins with HTTP:// or HTTPS://.

USCB United States Census Bureau

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Section 8 Appendices

8 .1 Append ix : CRM and PROD pe rmiss ions , access , e r ro r repor t ing ,

and t roub leshoot ing

8.1.1 Obtaining Access and Updating Permissions

The 4000 IPT handles all access and permissions to the CRM. If permissions need to be adjusted, reach

out to [ Insert name and contact info here ].

8.1.2 Error report ing and troubleshoot ing

If there are issues with the CRM that cause it not to work properly, gather details and report the issue to

the CQA Service Desk immediately. Follow the procedures defined in the ServiceNow job aid located in

the CQA CC Resource Library.

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8 .2 Append ix : Advanced F ind Fea tu re in Se rv ice Dashboa rd

While the Advanced Find feature will not be used in any of our regular processes, it may be helpful when

looking for particular data.

Access Advanced Find by clicking the (filter) icon in the black menu bar [Fig. 55]. Some screens will

also have an ADVANCED FIND option in the gray navigation bar.

Fig. 55: Service Dashboard - Advanced Find Button

The Advanced Find interface will open in a new window [Fig. 56].

Fig. 56: Service Dashboard - Advanced Find Interface

Important Advanced Find options:

• Look For – Define which report will run.

• Use Saved View – Choose a previously saved report type/view.

• Select – Choose report parameters.

• Edit Columns –Add, delete, or move columns in a report.

• Results – Run the report specified in the lower window.

• Save As – Save a new report for future use.

To use the Advanced Find feature, follow these steps:

1. Click the Look For the drop-down menu to choose the type of data to be returned [Fig. 56].

2. Click Select to filter data, such as by date range, status, etc.

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Fig. 57: Advanced Find - Select

3. Click Edit Columns to add or remove data points to be included in the data to be returned.

Fig. 58: Advanced Find - Edit Columns Button

4. In the Edit Columns window, the

current columns appear in grey

at the top. Use the slider at the

bottom to scroll left and right to

determine what columns are

currently included.

The layout may be customized

by using the Common Tasks box

on the right side of the Edit

Columns window:

Fig. 59: Advanced Find - Edit Columns Interface

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• Add columns: Click Add Columns to open the Add Columns window [Fig. 61].

Select the desired columns to appear in search results.

When all desired columns have been added, click

OK to close the Add Columns window.

• Move columns: Use the arrows to move the

columns into the desired order. Select the

appropriate column and use the arrows to move

it right or left.

• To remove a column, select the column and click

Remove.

• Configure Sorting will change how columns are

sorted.

• Click OK to close the Edit Columns window.

Fig. 60: Advanced Find - Edit Columns, Common Tasks

Fig. 61: Advanced Find - Add Columns

5. Click Results to return the search results. The results will appear in a separate tab in the Advanced Find window.

Fig. 62: Advanced Find - Results Button

6. Advanced Find configurations can be saved as custom views for the Knowledge Article or KB Feedback pages.

8.2.1 Use Advanced Find to Locate Individual Knowledge Art ic les

If unable to find a KA using the standard ISH search functions, use the Advanced Find tool.

Follow the steps below to find a KA using Advanced Find:

1. Click the Look For drop-down menu and select Knowledge Articles [Fig. 56].

2. Click Select and select the data point for which to search [Fig. 57]. The screenshot [] shows Article

Public Number. Other options include:

• Content: Search for particular words or phrases within the content.

• Keywords: Search for particular keywords

• Title: Search for words or phrases within the title

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Multiple filters can be added to the search. After clicking Search to choose the first, another Select link

will appear below.

3. Click the Equals link and select Contains. When testing this with the APN, no results were returned

with the Equals operator even when a complete and accurate APN was entered.

Fig. 63: Advanced Find - Change Operator

4. Enter the text to be searched and click Results to display the results [Fig. 64].

Fig. 64: Advanced Find - Enter Search

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An example of the results is below:

If additional data is necessary in the results, click the ADVANCED FIND tab at the top to go back and

then select Edit Columns. See steps beginning with Step 3 in Section 8.2, above.

Note: One column that will most likely need to be added is Status. Once KAs have been modified using

Major Version or Minor Version, multiple results will be returned with the same APN. Include

the Status column to help find the most recent version.

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8 .3 Append ix : A l l Conten t Format t ing Opt ions

The following table identifies all the content formatting options with short descriptions of each. Many of

these will not be used. Those that will be used are detailed in Section 3.1.5.

Formatting Styles: A menu containing font styles. Currently, the only style in use is 'Language: RTL' for Arabic.

Paragraph Styles: A menu containing paragraph styles, including headings. These will not be used.

Fonts: A menu containing fonts available within the CRM. The default font will be used.

Font size: A menu containing available font sizes. The default font size will be used.

Bold, Italics, Underline, and Strikethrough: These options apply styles to text.

Text Color and Text Background Color: Menus containing available colors for text and text background. Text color will be applied, but text background will not be used.

Text Align: These options set the text alignment to left, center, or right. All text will be left-aligned except Arabic; however, the RTL style is used for Arabic to right-align the text.

Numbered List: This option adds a numbered list.

Bulleted List: This option adds a bulleted list.

Note: Lists created with these options are hard to use. The desired result is more easily obtained by manually creating the list and manually adding indentation by entering spaces. Bullet points can be pasted in from Word (bullet symbols must be manually added) and Excel.

Increase Indent and Decrease Indent: Buttons to increase or decrease the indent of a numbered or bulleted list.

Note: These buttons are grayed out and, thus, these options are unavailable for 2020.

Paste as Plain Text and Paste from Word: Options for pasting text into the content box.

Paste as plain text (preferred method) removes all existing formatting; this results in clean HTML coding. Standard formatting can be applied.

Paste from Word (not preferred) retains any previously applied formatting; this results in messy HTML coding and can cause issues.

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Table: This option adds a table. This function is to be used in select FAQs and Job Aids, as required.

Image: This option inserts an image

Note: This function will not be used for 2020

Link, Unlink, and Anchor: These options will not be used. Follow the process to add a link to a related KA described in Section 3.2.

Embed Media: This option allows the addition of audio or video

Note: This function will not be used for 2020

Create DIV Container: This option would add a DIV container with preset settings (a webpage element).

Note: This function will not be used for 2020

Source: This button gives access to the HTML code for the KA content. This option is used to add links to related KAs or PDFs. This view may also help to troubleshoot formatting issues that cannot be resolved in the content box.

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8 .4 Append ix : Crea te Cus tom V iew: Feedback Submi t ted Yes te rday

Feedback from the previous day should be exported each morning. No system-created view will provide the necessary data, so each user must set up a custom view. Follow the steps below to create a custom view for Feedback Submitted Yesterday.

1. In the Service Dashboard, click the drop-down arrow next to Service and select KB Feedback.

Fig. 65: Service Dashboard - KB Feedback

The default view is Open Feedback. This view displays all feedback submitted by CSRs that has not yet been closed by a KM team member.

2. Click the drop-down arrow next to Open Feedback and select Create Personal View.

This will open the Advanced Find dialog box. The Look For field will default to Knowledge Articles.

3. Click the drop-down arrow next to Look For and select KB Feedback.

4. The links below the Look For field will change to display only Select. Click Select.

Fig. 66: KB Feedback - Create Personal View

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Fig. 67: Create KB Feedback View - Select Option

5. Clicking Select will open a menu. Select Created On.

6. The fields On and Choose Date will appear. Click On.

Fig. 68: Create KB Feedback View - On Option

7. Clicking On will open a menu. Select Yesterday. The Choose Date link will disappear.

8. To adjust the columns displayed or properties, click Edit Columns.

Fig. 69: Create KB Feedback View - Edit Columns

The columns displayed by default in the KB Feedback report are (in order):

• Title – The title of the KA on which the CSR entered feedback.

• Regarding – The title of the KA on which the CSR entered feedback.

• Respondent Question – The first of two fields in which the CSR enters information.

• KB Feedback – The second of two fields in which the CSR enters information.

• Owner – The name of the person to whom the feedback is currently assigned. On new feedback, it will be the CSR.

• Knowledge Manager – This column will be blank on new feedback.

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• Knowledge Manager Comments – This column will be blank on new feedback.

• Status – On new feedback, the status will be Open. The other status option is Closed.

• Status Reason – On new feedback, the Status Reason will be Proposed. After feedback is closed, a different Status Reason will be chosen.

• Created On – The date on which the feedback item was created. On this report for Feedback Submitted Yesterday, it should always be yesterday's date.

An additional column to add to the Feedback Submitted Yesterday report is KA Language. This will provide the language of the KA to make it easier to identify languages on translation-related feedback.

Some other columns that will be helpful in other feedback reports are:

• Created By – If the KM team must assign feedback to comment, this field will retain the name of the CSR who submitted the feedback.

• Closed By – Useful for weekly or other reports, this field will provide the KM user's name who closed the feedback item.

• Closed On – Useful for weekly or other reports, this field will provide the date when the feedback item was closed.

9. To add a column, click Add Columns and choose the desired columns from the list.

10. Change the columns' order by clicking on one of the columns and using the arrows to move it left or right.

11. When finished, click OK.

Fig. 70: Create KB Feedback View - Set Up Columns

12. When the feedback view is completed, click Save As.

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Fig. 71: Create KB Feedback View - Save View

13. Enter a name for the view. Suggested: Feedback Submitted Yesterday. Click Save.

Fig. 72: Create KB Feedback View - Name the View