Showing posts from September, 2017

Knowledge Base gets a facelift

A well maintained and easy to use Knowledge Base is a great way to empower your customers to find answers on their own, and ease pressure on your support teams by reducing the incoming support emails and live chats. We wanted to make viewing the Knowledge Base and maintaining it as quick and easy to achieve as possible so have updated our Knowledge Base feature. Knowledge Base is now visible from within the Support section in Fortifi rather than being buried away in the Settings section:  This will open on the view of the Employee Knowledge Base by default, and you will see a drop down in the top right allowing you to switch to viewing the Public Knowledge Base or the Affiliate Knowledge Base. This will make things much clearer for your agents and administrators, being able to see each Knowledge Base visually represented and able to click through to each category as a user or customer would. The layout is also the same as our default Templates for the Support section s