Updating the knowledge base after a questionnaire
Every questionnaire you finish contains answers worth keeping. Once a questionnaire is approved, ResponseHub offers the answers that are new — the ones your knowledge base could not already provide — so you can add them to it.
Doing this after each questionnaire is what makes the next one faster. It is the single most valuable habit in ResponseHub, and it takes a couple of minutes.
Add the suggested items
Section titled “Add the suggested items”-
Open Preview Knowledge Base Items from the questionnaire.
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Review the list, removing anything you don’t want to keep.
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Select Add n items to knowledge base.
The items are created in the background.
What gets suggested
Section titled “What gets suggested”ResponseHub only offers items that meet all three of these:
- They have approved answers. Anything still in Needs Input or Auto Answered is left out, which is why approving the questionnaire comes first.
- They haven’t been added to the knowledge base yet. Nothing is offered twice.
- They weren’t answered using existing knowledge base content. If your knowledge base already covered a question, adding the answer again would only create a duplicate.
What is left is the genuinely new material: questions this customer asked that you had to answer from your sources or write yourself.
How the items are processed
Section titled “How the items are processed”Two things happen automatically as the items are created:
Customer information is removed. References to the customer’s name and to anything specific to them are stripped out, so the answer reads as a general one and can be reused for the next customer.
Items are categorised. Each one is filed into the standard taxonomy — see how items are categorised.