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