Knowledge Base

The knowledge base (KB) centralizes help articles, standard solutions, and procedures to help GRM agents quickly resolve complaints.

Presentation

The knowledge base allows you to:

• Quickly find solutions to common problems
• Standardize responses to complaints
• Train new agents
• Capitalize on acquired experience

┌─────────────────────────────────────────────────────────────────┐
│                    KNOWLEDGE BASE                               │
├─────────────────────────────────────────────────────────────────┤
│                                                                 │
│  ┌─────────────┐  ┌─────────────────────────────────────────┐  │
│  │ CATEGORIES  │  │  🔍 Search for an article...            │  │
│  ├─────────────┤  └─────────────────────────────────────────┘  │
│  │ 💳 Payment  │                                               │
│  │ ✓ Eligib.   │  ┌─────────────────────────────────────────┐  │
│  │ 📝 Regist.  │  │ How to verify a Mobile Money number     │  │
│  │ 📱 Mobile   │  │ Category: Mobile Money | Views: 234     │  │
│  │ 📄 Documents│  │ Tags: verification, orange, mtn         │  │
│  │ ℹ️ Info     │  └─────────────────────────────────────────┘  │
│  │ 📦 Other    │                                               │
│  └─────────────┘  ┌─────────────────────────────────────────┐  │
│                   │ Money withdrawal procedure              │  │
│  POPULAR TAGS     │ Category: Payment | Views: 189          │  │
│  #payment         │ Tags: withdrawal, procedure, agent      │  │
│  #mobile_money    └─────────────────────────────────────────┘  │
│  #eligibility                                                  │
│  #documents       ┌─────────────────────────────────────────┐  │
│                   │ Program eligibility criteria            │  │
│                   │ Category: Eligibility | Views: 156      │  │
│                   │ Tags: criteria, PMT, targeting          │  │
│                   └─────────────────────────────────────────┘  │
│                                                                 │
└─────────────────────────────────────────────────────────────────┘

Accessing the Knowledge Base

Public view (agents)

1. Menu GRM - Complaints → Knowledge base
2. Browse categories or use search
3. Click on an article to read it

Administration (managers)

1. Menu Administration → KB Management
2. Manage categories and articles
3. Publish or modify content

Navigation

By category

Click on a category in the sidebar to filter articles:

Category	Content
Payment	Transfer procedures, withdrawal, common problems
Eligibility	Criteria, PMT score, inclusion/exclusion
Registration	Registration, data modification
Mobile Money	Orange Money, MTN, number verification
Documents	Identity documents, supporting documents
Information	FAQ, payment dates, contacts
Other	Miscellaneous

By tag

Tags allow finding cross-cutting articles:

• Click on a popular tag in the sidebar
• Or click on a tag in an article to see similar articles

Search

Use the search bar at the top of the page:

1. Type a keyword (minimum 2 characters)
2. Results display in real time
3. Click on a result to open it

Effective search

Use precise keywords: "number verification", "orange withdrawal", "PMT criterion"

Viewing an Article

Article structure

Each article contains:

• Title: Article subject
• Category: Thematic classification
• Tags: Keywords for search
• Summary: Short description
• Content: Article body in Markdown
• Update date: Last modification
• Number of views: Article popularity

Features

• Navigation: Breadcrumb to go back
• Clickable tags: Find similar articles
• Print: Printable version
• Share: Direct link to article

KB Administration

Required permissions

Knowledge base administration requires the admin.settings permission.

Category Management

Create a category

1. Go to KB Management → Categories tab
2. Click New category
3. Fill in:
   • Code: Unique identifier (e.g., "payment")
   • Name: Name in French
   • English name: English translation
   • Portuguese name: Portuguese translation
   • Description: Category description
   • Icon: Icon class (heroicons)
   • Order: Position in list
   • Active: Check to activate
4. Click Save

Edit a category

1. Click on the category in the list
2. Modify desired fields
3. Click Save

Article Management

Create an article

1. Go to KB Management → Articles tab
2. Click New article
3. Fill in:

Field	Description
Category	Article category
Title	Title in French
English title	English translation
Portuguese title	Portuguese translation
Summary	Short description (optional)
Content	Article body (Markdown)
English content	English translation
Portuguese content	Portuguese translation
Tags	List of keywords separated by comma
Complaint categories	Link to complaint types

4. Click Save (draft) or Publish

Markdown Syntax

Content uses Markdown syntax:

# Main title

## Subtitle

Paragraph with **bold** and *italic*.

### Bullet list

- Element 1
- Element 2
- Element 3

### Numbered list

1. Step 1
2. Step 2
3. Step 3

### Code or command

`Text in code`

### Link

[Link text](https://url.com)

### Table

| Column 1 | Column 2 |
|----------|----------|
| Value 1  | Value 2  |

Publish an article

1. Open the article to publish
2. Verify content (preview available)
3. Click Publish
4. The article becomes visible to all agents

Unpublish an article

1. Open the published article
2. Click Unpublish
3. The article is no longer visible but preserved

Statistics

The Statistics tab displays:

• Published articles: Total number
• Draft articles: Unpublished
• Total views: Consultations
• Top articles: Most viewed
• By category: Distribution

Usage During Processing

Suggested articles

When processing a complaint, the system automatically suggests relevant articles:

1. Suggestions are based on the complaint category
2. Click on a suggested article to open it
3. Use the information to resolve the complaint

Quick search

From the processing form:

1. Click the Knowledge base icon
2. Search for the desired article
3. View it without leaving processing

Multilingual

The knowledge base supports three languages:

Language	Code	Fields
French	fr	nom, titre, contenu
English	en	nomEn, titreEn, contenuEn
Portuguese	pt	nomPt, titrePt, contenuPt

The interface automatically displays content in the language selected by the user.

Best Practices

Article writing

1. Clear titles: Use descriptive titles
2. Structure: Use titles and subtitles
3. Concision: Get to the point
4. Examples: Illustrate with concrete cases
5. Update: Keep content current

Organization

1. Logical categories: Group by theme
2. Consistent tags: Use standard tags
3. Cross-links: Link related articles
4. Regular review: Check content currency

Maintenance

1. Delete obsolete articles
2. Update modified procedures
3. Add newly discovered solutions
4. Correct reported errors

Permissions

Action	Permission
View articles	plaintes.view
Administer KB	admin.settings
Create/edit articles	admin.settings
Publish/unpublish	admin.settings