Knowledge Base Management System

ZaZaChat PRO Help Desk Software suite would not have been complete without an ability to Manage and Grow a company's Knowledge Base.

ZaZaKnowledge ™ is just that - a Lifecycle Knowledge Base Management System and is included in ZaZaChat PRO software suite.

Here are just some of its features:

Grow Knowledge Base directly from ZaZaChat Live Chat sessions, Trouble Ticket Submissions (ZaZaTicket), by manual submission of new articles.
Easily publish your ZaZaKnowledge Knowledge Base articles in the form of FAQ on the company's web site.
Easily customize published Knowledge Base to match your site's design.
ZaZaKnowledge is integrated in the ZaZaChat Operator panel for easy access and search by operators, which dramatically reduces training efforts for new operators.
Helping reduce customer support costs while improving overall customer satisfaction.
Designed to eliminate repeat support enquires and offer reliable self-service online support to the customers.

ZaZaKnowledge Setup Instructions:

ZaZaKnowledge is fully integrated into the ZaZaChat Main Operator Panel.

Please find all available ZaZaKnowledge Setup options by following the "ZaZaKnowledge" link in Administration Panel.

You will be directed to the main ZaZaKnowledge administration panel:

The following options are available for your knowledge base:

Add new FAQ
Edit FAQs in the Knowledge Base
Add/Edit FAQ categories
Customize the look and feel of the FAQ page before publishing
Publish the Knowledge Base on your web site in a form of FAQ & A

It is important to explain the "Add/Edit FAQ" screen (below)

The following has to be provided for the new FAQ/Knowledge Base Article:

Article Title
Article Category
Question
Answer
"Published" flag - if an article is marked as "published" it will be available for review by your customers. If article is not marked as "published" it will ONLY be available for review by the company's staff having access to ZaZaKnowledge or ZaZaChat.
Order - the order that the article should appear relative to the other FAQ in your knowledge base

By choosing "Customize" option of ZaZaKnowledge you will be able to customize the FAQ page generated by ZaZaKnowledge for your company's web site:

Customize your company's Frequently Asked Question page.
Set Background color, Header and Footer of the FAQ page to match your web site's colors and design.
You can use HTML code to customize the header and footer of the published FAQ page.
Click "Preview" button to see your FAQ page.
Please do not use <body> tags in your header/footer as they are already included in your FAQ page.
The header and footer customization is for the purpose of adding your company logo, site's links and other information to make ZaZaKnowledge FAQ page look like another page of your web site.

And finally the "Publish" option of ZaZaKnowledge Help Desk Knowledge Base System will generate an HTML code to publish your ZaZaKnowledge Knowledge Base Articles on your web site.