As an independent sales application, the knowledge repository will be automatically initialized after the account places an order for purchase. The application administrator defaults to the system administrator user; the App application entrance and the Web application entrance also default to the system administrator user.

Supports hierarchical maintenance of tree-structured knowledge classification;

- Supports selection of maintained knowledge categories by level.

- Support multiple content types, graphics, text and attachments;

- Text type knowledge supports batch import of multiple items using the import capability of CRM object standards;

- Graphical knowledge does not support batch import of multiple items, but supports importing a single knowledge through a word document.

- Support setting validity period for knowledge records, only knowledge documents within the validity period will be seen by users.

Only knowledge records whose publishing status = published will be viewed by business personnel in various scenarios.

The system will preset some scenarios, and the user needs to bind the classified data to the scenarios to view the data information in each application scenario.

- WeChat: WeChat users can view this type of knowledge document in the WeChat service account or mini program.

- Service engineer app: Enterprise service engineers can use the knowledge base application in the ShareCRM app to view this type of knowledge document.

- Customer Service Workbench: Customer service personnel can view this type of service only document in the customer service workbench.

- View in the knowledge base application: It is used for internal personnel of the enterprise to view content through the knowledge base application. Note that in this scenario, authority management depends on the authority of the internal personnel of the enterprise.

- Users can create their own scenes and provide them to external users.

The basic settings mainly support the following functions:

- Knowledge preview watermark: You can set the display effect of the watermark when previewing to prevent internal employees from leaking.

- Quick query based on work order: After opening, the [Service Knowledge Recommendation] button will be preset in the work order list and details page, and the service knowledge records associated with fault classification will be recommended first; at the same time, you can also view the knowledge records of the selected usage scenarios.

The premise of enabling this function is to enable the service fault classification module in the service communication application:

      - will preset service fault classification objects to realize structured multi-level management of fault information;

        - will add an associated fault classification field in the work order object;

- An associated fault classification tab will be added to the service knowledge record object details page; at the same time, an associated service knowledge record tab will be added to the service fault classification details page to realize data association between faults and knowledge records;

After the fault classification module is enabled, when this function is enabled again, the [Service Knowledge Recommendation] button will be preset in the work order list and details page, and the service knowledge records associated with the service fault classification will be recommended first; at the same time, you can also view the corresponding record of knowledge.

- Recommend knowledge in any object: the knowledge base application supports docking with any business module in the system. By adding custom buttons and functions in the object, the associated knowledge recommendation function can be realized through configuration.

- Latest and hottest knowledge recommendation: When enabled, the latest or most popular knowledge categories will be displayed automatically.

- External user viewing: The management of external user viewing knowledge base information has been migrated to [Scene Settings], and you can manage external user viewing links under [Scene Settings].

After the administrator maintains the knowledge repository data, he can preview the knowledge repository according to the scene. The specific path is as follows: Knowledge Repository--->Scene Settings--->Preview

How to flexibly apply the existing knowledge base data of the enterprise to release the huge value of enterprise knowledge data? Let us substitute the following two scenarios:

Scenario 1: Xiao Zhang is a salesperson of a certain company, and he is developing a new customer. This is a large-scale equipment manufacturing company, but Xiao Zhang has little experience in developing such customers, and he urgently needs to know such customers How can he obtain such information quickly?

Scenario 2: Xiao Wang is an after-sales engineer of a certain company. One day, he received a maintenance task. After arriving at the scene, he checked the fault problem of the equipment, but he was not very clear about how to repair this fault. What he needs most at present is this fault. How can he obtain the information he wants?

In response to the above general demands for quick and easy access to knowledge base information, the ShareCRM knowledge repository provides the ability to recommend exclusive knowledge under any business object. Knowledge recommendations can be made in two ways: tag matching and field matching. The specific configuration The tutorial is as follows:

1. Configuration path: You can use the knowledge recommendation component under any object to open the object layout that you want to recommend data. Here we take the customer object as an example. In the customer object layout ---> business component list, find the [knowledge recommendation] component , and drag the component onto the layout.

2. Configure knowledge recommendation component properties

The system supports recommendation of knowledge records in two ways: label matching and exact matching.

Label matching: use the ability of system labels to recommend knowledge base data by labeling business objects and knowledge bases (object name: knowledge records) respectively.

Accurate matching: recommend knowledge base data by setting the matching fields between the business object and the knowledge base (object name: knowledge record).

2.1 Tag matching: You can configure the fields under the object as tags, or you can manually tag; match the tag fields with the tag fields of the knowledge record, and the data that meets the matching rules will be recommended on the details page.

2.1.1 Set the label field for the business object: as shown in the figure below, you can select the customer field as the label field under the knowledge recommendation component. For example, if you select the "level 1 industry" field as the label field in the figure, the value of the field will be Labels as labels and knowledge records are matched.

                2.1.2 Label knowledge records: In the previous step, we learned how to set label fields for business objects, so how to maintain the labels of the knowledge base? Maintaining labels for the knowledge base requires the following two steps, a. Set the label field in advance; b. Label when maintaining the knowledge base data.

    Set the path of the system tag: System Settings ---> Tag Management ---> New Tag

Through the above two steps, the adding action of the label is completed in the system, and the label needs to be specifically marked on the knowledge base data. The path to add labels to the knowledge base data is as follows: knowledge base application ---> knowledge list ---> specific knowledge records ---> label button

                                                     

Taking the data configured in the above configuration tutorial as an example, the knowledge recommendation component is set under the "customer" object, and the "level 1 industry" field is set as the label field, and some data is also set with the "financial industry" label in the knowledge base , when opening the details page, the system will automatically determine the customer's level 1 industry and recommend knowledge.

Note: In addition to maintaining the label field for the business object in the knowledge recommendation component, the user can also manually label the business object on the detail page. According to the manual label, knowledge matching and recommendation can also be performed.

2.2 Accurate matching: In the knowledge recommendation component, you can set the matching conditions between the field of the knowledge base data (object name: knowledge record) and the field of the business object, for example: the knowledge classification is equal to the customer. Level 1 industry, then if the field of the knowledge classification and the customer When the field values ​​of are the same, the knowledge will be recommended.