The KB addition adds considerable functionality to your QAlert - Municipal CRM. Citizens will be able to search the KB from the website either before or while entering a service request from your website. Popular topics and recent KB articles are easily managed by KB author. From the website the visitor can easily expand the article and print it off for later reference.

QAlert Enterprise users will see KB functionality on the call taker screen, where a call taker can look up a KB article while on the phone with a citizen, reference the KB article or push the article to the citizen via email. The addition of the KB tool allows the call taker to become much more effective and efficient when dealing directly to the citizen. The new KB functionality will allow users to:

• Write articles or questions/answers that will help call takers provide callers with the correct information in seconds.
• Click on the Knowledge Base tab in the Related Information section of the Call Center tab for quick access to information.
• Easily email Knowledge Base articles to your callers.
• Display the Knowledge Base on your website, making your QAlert installation a full-service customer service application.
• Send visitors to your Knowledge Base and FAQs before allowing them to submit a service request.
• Set authors for Knowledge Base articles by Service Request type.
• "Tag" Knowledge Base articles, including keywords to enhance full text searching.
• Identify “most Popular” KB articles.