Embedded Files
Knowledge Base Articles
Knowledge Base Articles
We use articles to answer student emails. We want to make sure we are giving students the most up-to-date, correct information. Use the articles for EVERY interaction.
This practice not only ensures that students receive accurate information but also facilitates a streamlined and standardized approach to email communication.
You can look up these articles in Knowledge Search or Knowledge Base from the main menu.
Knowledge Search is the tool we use to look up keywords to find the articles we are looking for. For example, if you have a student who needs registration help, but you aren't sure what article to use, you can use a knowledge search to find all the articles that mention registration.
Knowledge Base is essentially the library of all of the articles in our organization. If you know exactly which article you need, it may be faster to just search for the article name here in the Knowledge Base, rather than going through the Knowledge Search. Alternatively, it is a good use of your time to go through all of the articles when we are not busy, making the Knowledge Base an excellent study tool to find articles that you don't use as often and refresh your memory.
Knowledge Search
Knowledge Search
In knowledge search, you can search articles with keywords.
Before you search, please remove the filter that is automatically on, by clicking on it and clicking on the blank filter icon, and then clicking on the ”X”.
The Knowledge Search page is the recommended source when trying to find an article.
To look for an article, use the search bar at the top of the page by typing in the name of the article, or a word. The search function will pull up any articles associated with that word placed in the search bar (for an example of articles with specific words being pulled, see yellow highlights to the left).
Keywords
Keywords
You can search keywords to help you find the right article to help you. Common questions are about tuition, if you search “tuition” in Knowledge Search, it will bring up all articles that talk about tuition.
Note: you will see two or three letters at the beginning of each article title, these help us know who the article is for.
PC-PathwayConnect
OD-Online Degree
EC- English Connect
FIN-Finance Team
ADV-Advising Team
DPT-Degree Planner Team
Articles have different colors. Colors are used to help agents know what population information is being directed to.
Above is an example showing how blue is used for our PWOL BYU-Idaho students (Pathway Worldwide Online) and green is used for our PWOL (Pathway Worldwide Online) Ensign students.
Note: When using the articles, please be aware of the different populations and that you are using information from the correct section.
Using Articles
Using Articles
Please watch the video below. If you aren't able to view it here, you can use this link: https://www.youtube.com/watch?v=wcet_CID1XM
Leaving Article Feedback in Knowledge Search
Leaving Article Feedback in Knowledge Search
As a result of ever-changing policies, the Knowledge Base team values any feedback that can be provided.
If you ever come across an article that has information that is out of date or confusing, please let the Knowledge Base team know by hitting the thumbs-down button at the bottom of the article and leaving constructive feedback.
By selecting the thumbs-down option, a comment box will pop up where you can leave a comment. Please list what section of the article you are commenting on by looking at the "Article Overview” that is listed at the top of each article.
There are two ways to submit feedback to the Knowledge Base team. The thumbs-down icon is how to leave feedback using the Knowledge Search page. Please watch the recording below by pressing the play button on the next slide to see how to submit feedback using the Knowledge Base page.
Note: While the Knowledge Base team appreciates knowing that they are doing a good job, please do not use the thumbs-up button.
Time-Sensitive Feedback
Time-Sensitive Feedback
The purpose of the Knowledge Base is to have correct, and timely information in the articles. If an agent comes across a time sensitive situation where a student needs help immediately, (examples: questions tied to expiration dates that can impact loss of funds) please do the following:
1) Contact your POC, so the situation is made aware and the appropriate steps can be taken.
2) Submit feedback for the information in the articles to be updated to help students in future situations.
Note: Articles take time to update and to hear back from different departments and subject matter experts. Feedback can take 3 days to a full business week (sometimes longer) depending on the request before an update is made.
By following the steps above, first and most important the student with the time sensitive issue can get the help they need (supervisor can determine if additional steps are needed to avoid an escalation).
By also submitting feedback, the Knowledge Base team can work with the appropriate departments to update the articles so similar issues in the future can be avoided.
How to Use Articles
How to Use Articles
Let's use this article as an example.
If a student is requesting an enrollment verification, please send the steps that are in section 2.
Keep in mind, that the article is directed to agents, so in this case, we must make some modifications to the message we send to students.
Instead of sending "Sign into their student portal" please send "Sign into your student portal".
Instead of sending "Click on their name in the top right-hand corner" please send "Click on your name in the top right-hand corner".
Making this little change will make your message more understandable and professional.
How Not to Use Articles
How Not to Use Articles
In most articles, agents will be able to find the information that they need to answer the student's questions.
However, there are times when agents have copied and pasted information and send it over to the student without instructing them on what to do.
Always remember that you are interacting with the student, and every time you are in a chat or email with them, your job is to help them, not confuse them more.
Before you send any information from an article, please direct the wording to the student!
Wording Used in the Articles
Wording Used in the Articles
As mentioned in the previous slides “How To Use Articles” and “How Not To Use Articles”, most of the articles are currently written so information/wording is directed to the agent (you), not the student.
It is very important when sharing information from the articles with a student to change the wording/language, so it is directed to the student. Examples of this are shown in “How To Use Articles”.
Note:
The Knowledge Base team is in the process of changing the articles to be written so the information is directed through the wording and language to the student (not to the agent). The hope is within the next few months that all the articles can be switched so the wording is directed to the student! This should help make it easier for agents when sharing information.
While the Knowledge Base team adjusts the article language/wording, please be cautious to check the article you are sharing information from, as there will be a time where some articles may be adjusted and written directly to the student, while other articles will still be in the old format where the information is written to the agent.
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