Just Installed -- KB and Support Center Integration

[nmorse]

I've installed the program, created a community, setup a support center and knowledge base.

However, if someone goes to the main support page, where they can submit a ticket, I guess I thought there would be something there that would suggest they visit the KB too, at the same time (something similar to Kayako, I suppose?)...

But, the KB and the submit-a-ticket seem to be separate, is that true? If not, how do I tie the two together?

[jstanden]

Hey there!

There are two ways to tie the Public KB to the Support Center. It's a bit more involved than how Kayako does it (or how we did it in Cerb3), but it's worth it.


Latest Changes: In the Support Center configuration area you have the 'Home Page' setup. You can enter RSS feeds here to point people toward other helpful resources (such as Announcements from your blog/forums). This is a great place to give people a list of your recent KB updates.

For our Support Center we show all articles tagged with 'cerberus helpdesk'. This is displayed by most recently changed first. The URL looks like:
http://www.cerberusweb.com/kb/rss/tags/cerberus%20helpdesk

You can build a URL like that by browsing your KB to any point, then clicking on the orange RSS button by "Location:" at the top.

In the future we'll also provide built-in RSS feeds for "Recent Changes" (across all tags) and "Most Popular" (when we start tracking article views again). This can also be integrated into the SC the same way.
Search: Searches from the Support Center use your defined Fetch & Retrieve resources. One of those resources can be the Public Knowledgebase tool you set up.

The F&R Cookbook in the documentation explains how to hook your KB up to F&R:
http://wiki.cerberusdemo.com/index.php/Fetch_%26_Retrieve_CookbookThanks!