LiveAgent Webinar 4: Multi Knowledgebase

it's a day we are going to go over our
newest feature of live agent the multi
knowledge-based feature that we have
been working on for a while now and
we're really excited to release it now
so before I gain and show you guys how
it actually works here in our live agent
I want to explain just a few of the
reasons why you would want actually the
multi knowledge base and what you can do
with it so you know with live agent our
main goal was actually to you know lets
you handle all of your supports in one
place when you log in so you know you
have your account here you're a business
owner you're an admin or a manager our
goal is so you can manage everything
from one place you just log in here you
know you can manage your emails chats
support knowledge bases you know right
from here so before this feature you had
to actually create another live agent
account if you wanted an extra knowledge
base you know your account only comes
with one by default but now you have the
option to create a whole new one and
you're gonna be able to put on a
separate domain so this is really good
if you are managing you know multiple
businesses or you know multiple brands
under one business and your support is
managed all in one place so you can have
a separate you know a completely
separate domain or you can have new
articles you know new fa Q's forums
specifically for that brand so this will
enable you to do exactly that um so let
me show you actually how to set it up
it's actually pretty simple with our
newest update you will actually be able
to see now in your settings if you go in
here if you're an admin and you go into
your settings and you go to system
plugins you are gonna see one for multi
knowledgebase now so you can go ahead
and activate it right here you're gonna
see multi knowledgebase it's gonna be
grayed out and there's gonna be a switch
to activate it we already have it
activated on our account we're using it
on
as well this is our knowledge base I
mean I'm sorry this is our live agent
account that we use for live agent so
I'm going to be showing you this so we
already have it activated here and so
you're just gonna click activate it's
gonna act to you it's gonna ask you to
refresh the page and you'll be good to
go it'll be activated now so once it's
actually activated you will actually be
able to add a new one from this customer
portal section so we're gonna go to
knowledgebase section so once you
activate it now you're gonna see an
option for create so at first you're
gonna have one knowledge base here
you're gonna see we have a one that's
just called general here so this is our
first knowledge base right general
it has settings everything like that and
we have a second one already created
here so you can see we have one for LA
desk and I'm going to show you what both
of these are in a second and actually a
real live example of how they look but
at first you're just gonna have one so
you're gonna have this one right here
and let me just get create right here
now once we actually create it you can
create as many as you want you can you
know if you have multiple brands or
businesses you want to have separate
knowledge bases before you can go crazy
crazy as you want but the way it works
is for our ticket plans and ticket plus
chats each additional one you create is
another 19 a month so once you actually
create it it will just be added to your
next invoice and you will just see it
there you'll be able to use it you're
gonna be good to go it's not gonna
change anything here you can just create
them you'll be on your way so you're
gonna say your create and basically this
where you set it up so ours is a little
bit different here you're gonna have one
extra field but let me explain what
these fields actually are so you can see
the name the name is just going to be
whatever you want to name this knowledge
base this is only for you to see this
isn't going to be like customer facing
this is only for you and your team so
you're gonna name it so if this was like
your
let's say we were let's say we're gonna
create it for you know Apple or
something like that
so we're Apple we're creating one for
Apple here then we're gonna put the
domain you know this is going to be
where the new knowledge base is going to
be available so you must if you're if
you're under if you have a large account
in our cloud it has to be dot L a desk
com so it'll be Apple dot L a desk comm
here now directory this is if you want
to add like a folder if this is gonna
actually be if you actually just want to
do it like as a directory of your
original domain like ours is quality you
know support quality unit you could have
it actually underneath that as well so
this is if you want to do that if you
want to make it a separate domain just
leave this blank so we're gonna do part
on the same server as live agent so you
know tell a desk um ok and then you'll
hit create and it's gonna create a new
one now like I said actually on your
accounts you're gonna have a space
another field here actually where you
will be able to add SSL certificate so
you know if you want that HTTPS you know
secure you can also add your certificate
right here as well and and then it will
be secured once you create it actually
so you just say create and now you have
a new one so I'm just gonna close this
out this was just an example
ok so in our example here this is our
first one we've already had and now
let's say I've created this new one here
right here right so now we have the LA
disk one
so the way it's gonna work is it's
basically exactly the same as your first
knowledge base it's got the settings you
know you're gonna be able to customize
it so it has everything the same it's
just basically adding another one here
so you have configuration you know you
could change the beam the colors how it
looks everything like that for the
second one you can be able to add a
forum here create articles as well so
everything's going to apply exactly here
um so let me show you exactly how it
works as well so like I said this is
actually our live agent account we are
using here for live agent we actually we
in addition to creating a live agent we
also have another product another
software so we actually need to
knowledge basis so you know we've
developed this for ourselves as well so
our general one is here I can actually
click on an article and I can show you
guys here let's see if I go to just a
random article here let's open it up so
here is our first knowledge base here's
an article here for our other software
we make and as you can see if I close
this out let's go to another one here
let's just open up our getting started
article so you can see here is live
agents so as you can see we're managing
both of them from one spot here now you
can see the articles here for LA desk
and the articles for our other software
right here and this is how the two
knowledge bases will look so we have
support about la desk here and our
support quality unit so you'll be able
to manage both of them from there as you
can see let's go to my home page here
actually it looks completely different
you know we have this set up to Brant
you know to match our other brand how it
looks and feels and you can see for our
live agent account it's completely
branded differently so you can as you
can see you can have them completely
separate you your customers can go to
one and we'll be able to tell
you know that they're linked together if
that's what you're going for they will
be completely separated out like that so
that is how to set it up like I said you
can add as many as you want each one is
just an extra $19 a month that's it you
add them on if you have our
all-inclusive plan actually you get one
additional knowledgebase for free so
that's actually included so you get to
with all-inclusive plan and if you want
to add a third you can just go ahead and
create it right through here so that's
pretty much all I wanted to share here
guys you know in a future webinar we're
gonna go over a lot more about how this
would work and actually adding the SSL
certificate we wanted to show that as
well in a trial account and actually
creating it so we don't even know the
webinar on Thursday to cover that but we
wanted to just keep this one really
short you know 10-15 minutes and add it
into our webinar series we've been
wanting to do a lot more of these
actually just you know as quick you know
you hop in get some education about how
live engine works show you all the
details and maybe some features you
didn't know existed as well as
presenting our new features such as this
one which was just released in our
latest version so at this time I wanted
to ask if anyone has questions about
this feature or knowledgebase in general
if you guys could write into the chat or
I think there's a question section as
well and the webinar I will be glad to
answer any questions you guys have
you
okay doesn't seem anyone has any
question I'm gonna wait a few minutes um
where's typing I can't actually see okay
here we got a question from mr. luck
here sorry I missed the audio at the
start had to switch is there a cost for
this enhancement um yes
so each additional it's just by each
additional knowledge base so each one is
an extra 19 dollars a month so you can
activate it and you won't actually be
charged until you create one so once you
actually hit create it's an extra 19 a
month it will be added onto your next
invoice so it's just per knowledgebase
and also if you already have
all-inclusive our all-inclusive plan you
get an extra one for free so you can
actually have two that's included with
your all-inclusive plan if you want a
third it will be an extra 19 dollars a
month
you
and also guys this will be recorded and
we're gonna be adding it to our webinar
series on YouTube we're trying to make a
pretty you know the series that I really
go over every feature so we're gonna be
sending links out to you guys as well
after the webinar is over so you can
check it how to review it here we have
another question when it comes to your
workflow what is the most effective way
to use it to optimize that um that's a
good question so for workflow basically
the knowledge base is something you you
you know you create over time it's
actually available to agents as well as
admins the knowledge base not creating
it but actually um editing articles and
you know adding articles as well so a
good workflow is you know if you have
some ideas for an article or something
like that what we actually do in the
company is when we need a new article
written or we have an idea like you know
let's use this new article because you
know the knowledge base is really
powerful it's it's gonna save you a lot
of support a lot of time if you have a
really good knowledge base created you
know your customers when they first want
to know or have a problem with your you
know your product or your business
they're gonna go on your side and
they're gonna search you know what their
issue is so if you have a really good
knowledge base you know they can
sometimes find the answer themselves
they don't have to email you thing like
the live chat or call you so um yeah
it's really important to have a good
strong knowledge base available and you
know it's always available 24/7 for your
clients
they can just come on and you know check
it out so when we have a new idea for an
article or we want to write an article
we usually create a ticket for that or
like a task and assign it to the right
person to actually write the article and
this is why we have it available for
agents as well as admins because you
know sometimes your agents have a lot of
expertise or knowledge on a certain
topics
if you click right here on new ticket
and you just do new internal ticket um
let's do Department we actually have one
for knowledgebase
in our own live agent so I would
recommend creating maybe a department
for knowledge base as well and what you
can do here is let's say let's start
with the subject like this will be the
title of the article and this is how we
do our workflow so take it as you will
so let's say we have a new article for
like something like let's say we're
pretty new so how to use our live you
know our live chat so that would be like
the title and then right here you know
write some points like to start the chat
for example something like this you know
to use the transcript so this is
something you know we'd write down we
create this ticket and assign to the
agent like let's say we know who's the
best person for the job I'm gonna just
assign it to let's see who we got here
besides myself so and customer we can
just leave that blank we'll have a
customer here
so creating a task like this is really
useful just create like this and now it
creates that internal task internal
ticket its assigned to me so I know I
need to write this article you know
create this article in the knowledgebase
write it about these points here and it
will get added just like that so that's
how we do it in our workflow
okay let's see what else we got here we
had to fit up our LA yet how can I find
what plan online um if you just click in
the bottom left corner it's gonna tell
you what plan you're on if you want the
account owner you need to be logged in
as the account owner and you'll have
access to the plan details here it's
gonna say my account or like a little
person right here you're gonna click on
it and you'll be able to see what plan
you're currently on and if you want to
switch actually you know I could pull an
example here as well just show you guys
it's really quick least you know what
I'm talking about right here you're
gonna be able to see what plan you're on
if you're on all inclusive ticket less
chatter tickets going to tell you right
there
okay let's see another question is there
any limit on the articles I can add
within the knowledge base no actually
there's no limit so you can add many
could you please repeat what we should
include in directory field
yes directory I believe you can actually
leave this one blank because directory
is if you want to have multiple customer
portals on the same domain but on
different folders so like for example
domain calm slash knowledgebase one
domain.com slash knowledgebase too so
it's basically just gonna be like a
slash knowledgebase and not a first name
a first level or second level domain if
that makes sense
we actually have an article on the multi
knowledge base as well and it explains
what each of these fields are in a lot
more detail and how to use them
correctly but this field the directory
field is optional Stephen so don't worry
if you don't want to use it you don't
have to so you can just leave it blank
you
all right do we have any more questions
we have a few minutes remaining
okay okay I think I think everyone I've
got all the questions here looks like
everyone's good oh we have one more come
in right now
how do we add things from chats or
tickets to the base um unfortunately we
do not have any feature like this that
will just convert it to a knowledgebase
articles so at the moment we don't have
anything like that we just have to copy
and paste
that's a good question
no problem okay guys some that is
actually all the time we have today like
I said we would wanted to keep it short
oh actually I guess we're getting home
where I see Adam trying to ask a
question hold on a second
I'm gonna give him one minute
you
you
you
the
goons
let me see if I can let him in here hold
on that looks like he's calling in hey
Adam did you have a question can you
who not sure if it's working
um okay so Adam I would try to get to
you by email after this
we'd actually run out of time we only
had about 20 minutes today we wanted to
keep it really short for this for the
series and for the video so I'm gonna go
ahead and wrap it up but thank you again
everyone for joining checking it out
hope this was really useful like I said
we're gonna set out a link afterwards so
you can see the video on our YouTube
channel review it and we can take it for
there so thanks again guys thank you
everyone I'll have a great day take care
thank you
you