Knowledge Base - Primary Departments to Control Article Reviews and Feedback to Ticket Conversion

Knowledge Base - Primary Departments to Control Article Reviews and Feedback to Ticket Conversion

Hello everyone,

We have an important inclusion in the Knowledge Base module: Associating a category to one or Primary Department.

Up until now, a category could be associated with more than one department. This allowed the agents who were part of multiple departments to access the articles from these associated departments.

In brief, if a category called "Zpad" is associated with departments: Zylker Electronics and Zylker Devices; agents from these departments will have access to Zpad's Kbase from their respective departments.

However, this posed a challenge in configuring:

  • Reviewers - Since there were multiple associated departments, assigning reviewers for one department was not possible.

  • Auto-assigning feedback ticket - The article feedback could not be assigned to an agent from a single department as multiple departments are associated with the category.

To address these challenges, we have brought in the Primary Department.

How is it useful?
Every category can be associated with one primary department. The reviewers can be assigned from that particular department. Likewise, an auto-converted ticket can be assigned to an agent from the primary department. All this can be done while associating the category to multiple other departments.


What has changed?
This change is already live, and you will view the following changes in your KB:

When category is associated with one department
If the category was associated with one department, then that department will be marked as the primary department. The associated departments field will be blank; you can add departments as per your need.

When category is associated with multiple departments
If the category was associated with more than one department, the first department in the list will be chosen as the primary department. The remaining departments will be considered as associated departments. You can change this as per your requirement.

If feedback to ticket conversion is enabled
The department to which these tickets are associated with will be considered as the primary department.  

This feature is now available for all users across DC. Kindly refer to the help doc for more details. Read more about Structurizing KB: Category, Sections and Subsections

Regards,
Anumita Gupta
Zoho Desk | User Education



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