NetResults Tracker Help
Knowledge Base


The Knowledge Base is a feature that facilitates the process of creating and publishing articles to allow end users (customers, vendors, partners, any users) to search these articles for answers to questions and issues. Providing an information source that end users can use self-sufficiently reduces the effort needed to support end users. The Knowledge Base also provides a means of documenting and proliferating information to minimize the time needed to resolve an issue.

Enabling the Knowledge Base

A Knowledge Base license key is required to use this feature. Enter your license key in the corresponding tab of the Tracker License Manager.

Once your license key has been entered, create a new workgroup with "Knowledge Base" selected as the template type in the Workgroup Management System (WMS). An explanation of how this template is set up can be found in the section Using the Knowledge Base template. To create a new workgroup in WMS, refer to the Adding a Workgroup section of the WMS Help Guide.

To enable the Knowledge Base in the new workgroup, go to the General Preferences section by performing the following steps:

  1. Login to the Knowledge Base workgroup as Admin
  2. Click on the Admin icon
  3. Click on the General Preferences link
  4. Scroll to the Knowledge Base section, set the preference called Enable Knowledge Base to "Yes"
  5. Click OK to save this change

Knowledge Base Components

There are several components of the Knowledge Base that can be customized:

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