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Knowledge Base

The knowledge base gathers help articles, standard solutions and procedures that help agents answer grievances quickly and consistently. Its published articles also feed the Bemba assistant, which cites them when answering procedure questions.

Browse​

Menu Grievances (GRM) → Knowledge base (permission View the knowledge base).

  • Categories in the left column, Popular tags, and a search over title, content and summary.
  • Clicking an article opens it: title, category, content, tags, number of views. Back to the knowledge base returns to the list.
  • Each article exists in French, and in Portuguese and English when the translation was entered; the interface shows the user's language and falls back to French otherwise.

Administer​

Settings → Knowledge base (permissions Create articles, Edit articles, Delete articles). The screen counts Published articles and Drafts, and filters by category and status.

Categories​

New category: code, name in French, Portuguese and English, description, icon (alert, checklist, card, document, information, phone, question, user), display order. A category that still contains articles cannot be deleted.

Articles​

New article: category, title and content in French, Portuguese, English (Markdown supported), summary, tags separated by commas (for example “payment, delay, mobile”), linked grievance categories, and the Publish immediately checkbox.

An article is a Draft until published; Publish makes it visible to agents, Unpublish withdraws it without deleting it. Each article gets a reference; this is what the Bemba assistant cites.

While processing a grievance​

The grievance record does not suggest articles automatically. Two ways to use the base:

  • open the knowledge base in another tab and search by keywords;
  • ask the Bemba assistant (“how do I handle a payment-not-received grievance?”): it searches published articles and the documentation, and gives the reference.

Good practice​

  • One article per concrete situation, titled the way agents would type it in the search.
  • Write in French then have it translated into Portuguese: field agents mostly read Portuguese.
  • Link each article to the relevant grievance categories and review articles every six months; unpublish what no longer applies.