I have composed new KB articles on the SharePoint list. But how do we actually make use of it, in Outlook?
Once your administrator has configured a SharePoint list for use as a knowledge base repository, you and other technicians can start composing new KB articles to document best practices and solutions to common problems. Each article may have any number of file attachments associated, rich-text elements, and hyperlinks to other web pages. All articles are tagged with a related problem category and problem type, so it is easy to find a particular resolution at time of needs
So, when you receive a support request from one of your caller, on a problem that was previously resolved, and for which a KB article exists, you can simply select or open that email and click the ‘Reply Email with a KB’ option in the Issue Tracker toolbar or ribbon in Outlook. This will allow you to choose the particular KB article, to embed into the outgoing reply.
A dialog window allows the technicians to browse through the existing knowledge base articles, and select the relevant article to be embedded either as attachment, inline or as URL into the email reply.
A dialog window allows the technicians to browse through the existing knowledge base articles, and select the relevant article to be embedded either as attachment, inline or as URL into the email reply.
Selected KB article can be applied or inserted into the replied email in varied format. You can choose to insert as attachment in the form of a word document (*.doc), Adobe PDF (*.pdf), Microsoft XPS (*.xps) or as single file MHTML (*.mht).
You can also embed the selected KB article directly into the body of the email reply. Any inline images and formatting are preserved in its original state in the reply also.
Alternatively, if your SharePoint site is opened (i.e., accessible via the web), then you can also insert the hyperlink or URL of the selected KB article into the reply, so that the recipient can simply click the hyperlink to open the relevant article in their web browser.
