How does the global knowledge base work?

Get an overview of the global knowledge base in Admin hub.

What is the global knowledge base?

The global knowledge base is just like your normal knowledge base except it will appear on all your projects. So if you have the same categories, inquiries and answers for all your projects the global knowledge base will make it easy for you. 

But what if the categories and inquiries are the same but the answer is different?

Don't worry! You can make a local overwrite on the categories, inquiries or answers that differs from the rest. 

-Let's say you have three different projects and they all have a category call WIFI. Under WIFI are there two inquiries: How do I connect to the WIFI? and What is the WIFI password? 

The answer for how to connect to the WIFI is the same for all three projects, so you leave the global knowledge base as it is, for this inquiry. The WIFI password, of course, is different for the three projects. You go to each project and make a local overwrite - meaning you simply edit the inquiry answer under the different projects. 

This way all projects will have the category called WIFI, along side the inquiry called What is the WIFI password? but the answer will be different on the three projects. 

The same logic can be applied to categories and inquires.

Why have a global knowledge base?

With the global knowledge base the knowledge base will automatically come on new projects. It will also be faster and easier to edit. 

Functions

In the global knowledge base you can:

• Create categories, inquiries and answers which are the same to all of your projects. 
• Locally edit categories, inquires and answers to specific projects. 
• Deactivate entire categories and/or inquiries on projects where it is not relevant. 
• Reset local overwrite in order to go back to the global knowledge base. 

This function will make editing of the knowledge base faster.