Hello,
I am looking for an open source solution that would allow me to create an internal knowledge base for our customer service team.
What I want to do is be able to populate the knowledge base using forms. I want to capture and maintain information in a standardized way. For instance, our customer service team wants to document certain characteristics and FAQs on the customers we service so that all representatives can reference it without having to ask the same questions over and over again. In the ideal case, the customer service reps would go to the knowledge base, search for the customer they wanted the information on, and then receive a knowledge base article on that customer with a variety of different types of information - a table of key customer contacts and their contact information, notes on the client, any relevant documents, FAQs with answers, etc. Furthermore, when a customer service rep creates a knowledge base article on a customer, I'd like for them to input these values through a form (with text fields, drop down boxes, data pickers, etc.).
I came close to accomplishing this with MediaWiki and the Semantic Forms add-on, however, I'm having trouble creating constructs for arrays of information. For instance, I want our reps to be able to add multiple contacts for a customer. I created a form per the example provided in the documentation, however, adding the contacts via contact names doesn't seem to allow for multiple contacts with the same name stored independently per customer. I hope that makes sense.
Can anyone help point me in the right direction to accomplish this?
Thanks in advance.
You can't store different contacts (or more generally, entities) with the same name. If you have two different contacts named "John Smith" (I assume that's the kind of thing you're asking about), you'll have to use some kind of disambiguation scheme - like including the middle name, or company name, or something. If you're creating contact pages via a form, you could do it by using the "one-step process" and including "unique ID" in the page name formula.
