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E-mail contributors on article expiry/deletion
While vFire already allows a contributor to be notified if an article is flagged for review, it would also be handy to have a feature which allows for contributors/teams to be notified if an article has been deleted or expired (either automaticall...0 Reviewed by Alemba Product Manager
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Knowledge Filtering in Portal
Have the ability to filter a knowledge article by their 'organisation' for customers using the Portal, so that Knowledge Searches will only return results that are applicable to them. E.g. A portfolio with 3 agencies, Agency X, Y and Z (all in v... -
Knowledge Weight Rating
If an article receives Feedback as being Incomplete or Inaccurate, it receives a rating weight of 2 or 1 respectively. Once the article is reviewed and corrected, there should be the ability to manually reset the weighting (e.g. reset to 3 = Adequ...2 Reviewed by Alemba Product Manager
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Add a link to view a list of the linked knowledge articles for a CI, under Linked Resources with Call Search and Request Search
When maintaining a CI it would be great to have a full picture of the impact of the change0 Reviewed by Alemba Product Manager
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Link the same KA that is linked to the parent call to the child calls
if the child call is found independent of the parent you will know what KA was linked to the call we use KCS with KPIs related to whether or not a KA was linked to the call, having the KA on the child will make KPI reporting much easier0 Reviewed by Alemba Product Manager
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KB Article links in Task and Request History
When adding a KB article to a call the call history shows a link to the article. This is not present when adding a KB to a Task or a Request Need to add KNOWLEDGE_REF to CR_REQUEST_HISTORY and modify history to be same as Calls0 Awaiting Release Assignment
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Cloning knowledge
When cloning knowledge from a call, only a small set of fields are cloned. No custom fields are cloned even if they are the same custom field that has been added to the call and the knowledge base screen. It would be useful to have the ability to ...1 Reviewed by Alemba Product Manager
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Editing Security based on Status
The ability to control whether a vFire Officer can edit an article based on the status that the article has. E.g. An article set as Draft may be created and edited by those of a KCS 1 (Candidate) role, however when an article is set to Approved, o... -
Can contributors be manually removed from KB articles?
Can contributors be manually removed from KB articles? Customer would like to know because if an officer changes job role they may no longer require to receive emil notifications for KB articles they contributed to. If this is not possible, I woul... -
Versioning KB’s that enter draft mode so the prior version is available online while updates occur.
On a frequent basis, the knowledge team receives a change that affect multiple articles and is effective at a given date in the future. Currently when an article is updated, it cycled offline while in draft, and then placed back online when the ch...1 Reviewed by Alemba Product Manager