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HOW IT WORKS

Team Knowledgebase for Outlook is a groupware solution consisting of two portions – Admin and User install.

 

 

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the Admin install is for managers and administrators, who would perform the global configuration of the knowledge base, choose and setup Exchange folders that will store the KB articles.
 

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the User install is for individual staff that will be making use of the KB articles stored in one or more of the Administrator chosen Exchange folders, from Outlook. Note that, User install is a subset of Admin Install, and hence, if you have installed the admin tool, you need not install the User tool.
 

 

Step 1: Administrator configures KB database and choose Exchange KB folders

The first step is for the administrator to install the Team KB Admin add-in and then configure a new on-premise SQL Server or Cloud Azure SQL or an Access database to be used as a KB Settings data source. This database should be configured such that it is accessible to all users on the company's network.


In short, this database will act as a KB Settings data source, and other users with their add-ins would connect to it.

 

Choosing Exchange folders
Before you and other staffs can start searching and choosing KB articles and insert to outgoing email replies in Outlook, the KB Administrator needs to choose the Exchange folders where KB articles are collected and stored.


Admin chosen Exchange Folders containing KB articles:



Each KB article can also be tagged with a Category and Type. Typically, administrator will gather all the problem areas that the support team will be attending to and feed them into the categories list. Further each category can have their own list of types. So, what you have will be nested tiers of categories/types which are complete representation of your organization's support model and act as somewhat of a guiding decision tree for publishing and searching KB articles.

 

 

 

Step 2: Team members install Team KB User tool
To be able to access and make use of the KB articles in their Outlook, every team member must install the Team Knowledgebase User tool (TeamKBUserSetup.exe) in their system.

Once installed, the user will be prompted to specify the KB Settings Data Source, which is nothing but a database that your administrator had created and configured under your company’s network with the Team KB Admin Add-in (either could be a Microsoft Access MDB file with the name ‘TeamKBSettings.mdb’ stored on a network folder or a Microsoft SQL Server database with the name ‘TeamKBSettingsDB’ located in your office network). The data source stores the drop-down lists of categories, types, email templates, notification and other common settings. In short, these are global settings that streamline the behavior on how all users raise, access and use KB articles in their Outlook.

If the ‘KB Settings Data Source’ panel does not show up, you can invoke from the Outlook > Team KB toolbar > My Options menu
 



If an Access database was chosen by your administrator, each user needs to input the network location (UNC path) where the TeamKBSettings.mdb file is located.

 

If a SQL database was chosen by your administrator, user needs to input the server name where the TeamKBSettingsDB database is stored.


 

Now, click the Save button, to confirm the selected KB Settings Data Source, such that Team Knowledgebase User add-in will maintain connection to the database and retrieve the KB logic and settings data to the local system automatically.

 

Step 3: Accessing KB articles from Outlook and inserting to email replies


Now, open Outlook and from the Team Knowledgebase toolbar, you will notice that the ‘New Empty KB’, 'Raise KB in' and ‘Navigate to KB folder’ drop down menu shows all the administrator’s chosen KB folders where the KB articles are stored. You and other users can then simply choose the destination KB folder to which a new KB will be generated from emails and more importantly, choose an existing KB article from one of the relevant KB folder to reply to an email in Outlook.


Team Knowledgebase specific ribbon available in the Home tab of the Outlook Explorer window.
 

 

 

Team Knowledgebase specific ribbon available in the Message tab of the Outlook mail inspector window
 

 

A pop-up dialog box allows you to browse through the existing knowledge base articles, and select the relevant article to be embedded either as attachment or inline content into the email reply.

 

You can insert selected KB article in 2 ways to outgoing email:


1. Inserting chosen KB article as PDF, MSG or XPS file attachment to the email reply

Selected KB article can be applied or inserted into the replied email in varied format. You can choose to insert as attachment in the form of a word document (*.doc), Adobe PDF (*.pdf), Outlook Message file MSG (*.msg), Microsoft XPS (*.xps) or as single file MHTML (*.mht).
 

 

 

 

2. Inserting chosen KB article as inline content to the email reply

You can also embed the selected KB article directly into the body of the email reply. Any inline images and formatting are preserved in its original state in the reply also.

 
 
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