Customer Support: Knowledgebase

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The Sugar Knowledgebase helps customer support and engineering teams to better manage and share structured and unstructured information. Knowledgebase allows user to create frequently asked questions (FAQs), manage files, and search and rate content - all in an easy-to-use interface.

Impact

• Allows users to create searchable content through full-text search, tagging, categorization and approvals.
• Manages the content staging process so new material is reviewed by a manager who approves and posts the content.
• Includes authoring, posting, and rating of FAQs for internal and external viewing.

FAQs and User Ratings

Includes full support for the management of frequently asked questions (FAQs) and support for user's ratings to prioritize the most useful information.

Wikified User Interface

Utilizes a Wiki-like user interface for managing simple, non-technical content, including posting, linking, editing and deleting content.

File Management and Full-Text Search

Allows user to create, store and tag files for sharing and retrieval. Users can perform full text searches to find the information they need quickly.