Knowledge Base

Your employees' one-stop-shop for workplace policies, information, and relevant resources based on their office location, role, and hire date.

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Creating an Article

To create a new article, go to Knowledge Base and New Category, or Create a Resource within the category.

There are three categories in the knowledge base:

1. Category: This is a general theme like 'Benefits' or 'Immigration'
2. When you click on a Category, you open up 'Sub-Categories' which provides a further breakdown. For example, in the Benefits Category, you might have Sub-Categories like 'Dental' or 'Eyewear'
3. After clicking on a Sub-Category, you'll see individual resources. These are the articles where you can insert links or other content. The content of an article is what employees will be guided to

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Editing Resource Settings

In order to ensure employees view the right resources, it's important to keep your resources up to date based on which location or department is most relevant. For example, if you have employees both in the US and UK it's important to make sure your benefits have the right location depending on which location it's made for. Otherwise, your UK employees will be directed to US information and vice versa. To view the settings of a resource, go into the specific article you want to modify and click the pencil icon on the top right corner.

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How do Employees Find Relevant Articles?

If an employee submits a ticket and they use keywords that align with existing resources, they will receive an automatic list of resources suggestions. For example, if an employee submits a ticket asking about dental benefits, they may receive an automatic reply with a list of relevant dental resources. Resources can also be specified per location and employment type, since a full-time employee in Texas will likely have different dental benefit resources compared to a contractor in Canada.

Resource categories, subcategories, and tags make it easy for employees to sort through information. For example, a Benefits category can have a Dental subcategory, and a Pamphlet tag. Employees

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Managing Employee Access

Resource access in the knowledge base can be configured to be displayed based on employee roles, location, and hire date. This is particularly useful if you want an onboarding resource to be shown for example, to Managers working at the Chicago location, who have joined the company within the last 6 months. These can be set up when you create a resource.