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Add KB records

Add KB records from a question list

  1. In a question list, click the check box for each question that you want to add to a KB.
    Tip: Click the check box at the bottom of the page if you want to add records for all the questions on the page.
     Caution: If you view a Full Question while you are clicking check boxes, any checks are cleared when you return to the list.
  2. In the Select Action drop-down list at the bottom of the page, select Submit to KB and click the arrow. QuestionPoint displays the Submit to KB Option page. Continue this procedure on that page. Use the Submit to KB Option page

Add a KB records from a Full Question

Select Knowledge Base in the Move To drop-down list and click the arrow. QuestionPoint displays the Add New Record page. Continue this procedure on that page. Use the Add New Record page

Add a KB record from an entry form

Navigate to Select Service > Knowledge Base > Add/Edit. QuestionPoint displays a blank Add New Record page. Continue this procedure on that page.

 Note: If the Add New Record page does not appear, click Add under the Add/Edit tab.

Add a Global KB record from a local record

As a general rule, you should add a record to the Global KB if you believe it would useful to other libraries and patrons in addition to your own.

When you add a record to the Global KB, it has inactive status until it is activated by a Global KB editor.

From the Record Detail page

To add a record to the Global KB that is a copy of a local KB record that you are viewing:

  1. Go to a local KB record that you want to add to the Global KB.
  2. Click Submit to Global KB on the Record Detail page.
    QuestionPoint:
    • Displays a message at the top of the page: "A copy of this question and answer is submitted to Global Knowledge for pending review."
    • Adds an inactive record to the Global KB.

From the Edit Record page

To add a record to the Global KB that is a copy of an inactive local KB record that you are editing:

  1. Select Yes for the Submit Copy to Global KB option (if available) in the Knowledge Base Status area of the Edit Record page.
  2. When you click Save on the Edit Record page, QuestionPoint:
    • Displays a message at the top of the page: "A copy of this question and answer is submitted to Global Knowledge for pending review."
    • Adds an inactive record to the Global KB.

Notes

You cannot add a copy of the local record to the Global KB if the Submit to Global KB button does not appear on the Record Detail page. The button does not appear if any of the following are true:

  • You have View KB privileges for the Global KB so you cannot add records to it.
  • The record has already been added to the Global KB.
  • You are viewing a Global KB record (not a local record).

Add Global KB records automatically

When you close a question that was referred to the Global Network, QuestionPoint automatically adds an inactive record to the Global KB.

Each record must be activated by a KB editor before it is available for searching.

Global status appears in the Closed questions list or Service History search results list for each of these questions to indicate that a record was added to the Global KB.

 

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