The PublicStuff Knowledge Base is a powerful collection of municipality-created articles and FAQs, organized by category and linked to request types. The Knowledge Base returns relevant articles to staff users and residents. All municipal staff have access to view and create material for this centrally-maintained database (though municipal staff with Staff permission levels will need Admins to approve their articles for publication). Managers and Administrators can publish material without approval to the Knowledge Base.
The Knowledge Base can be
- added as a widget accessible from the mobile apps
- a stand-alone search database on the resident-facing municipal website
- linked inside a request page in the iframe for residents to view and
- available to Pro users on the Add Request page when submitting requests on behalf of residents.
The Knowledge Base as a stand-alone search database
Municipalities can use the PublicStuff Knowledge Base as a stand-alone search database to point residents to frequently accessed resources. Pointing residents to the Knowledge Base reduces the amount of staff time devoted to answering residents’ question. Residents can browse the Knowledge Base or use it to answer a question before they submit a service request. Through a tagging system established by municipal staff, residents search the Knowledge Base for articles on specific topics.
Knowledge Base articles linked to request submissions
Municipalities use the Knowledge Base to anticipate questions that residents or staff users may have while submitting a specific request. Knowledge Base articles relating to specific request types can be linked within the submission process, so submitting users can reference them.
Displaying the Knowledge Base to Pro users
Knowledge Base recommended articles are displayed on the + Request Page where staff submit requests on behalf of residents. Article suggestions also appear to staff when commenting to residents. Staff can include a link to an article in the comment to the resident.
Staff convey the content of Knowledge Base articles at the time of request submission or can subsequently link to Knowledge Base articles in the comment response back to the resident.
