Using RH to create Knowledge Base

We are revamping the support area of our product website and we want to add a searchable knowledge base.
As most of the information users want is already present in the help system, I'm considering expanding and slightly reorganising the help system and using that as the knowledge base rather than creating a new database with duplicate information.
We would create a new entry point and have a number of FAQs and links that go directly to the relevant part of the help.
Has anyone done this using RH and/or does anyone have any thoughts on this idea?
And is it possible to search a compiled webhelp RH project from an external search box?
Thanks

Hi there
As for the question of whether it's possible to search a compiled webhelp RH project from an external search box, I'm going to crawl out here on a limb and say it should be. After all, WebHelp (making an assumption here that you are using WebHelp) is nothing more than a collection of HTML pages all packaged together with a frameset and fancy coding that allows it to work as a unit. So if the search can crawl through typical web pages, it should be able to manage that.
Cheers... Rick

Similar Messages

Help Desk Knowledge Base & Training Video Screen Recording

Spiceworks has a knowledge base feature: http://community.spiceworks.com/help/Knowledge_Base_Overview
Although, I do not think it has the ability to host videos currently. You could host your videos on YouTube and link to them.
I have not started using the Spiceworks KB yet, as mine is in MediaWiki, which you may want to take a look at as well.

My company asked me to start thinking about the feasibility of implementing a knowledge base system for our internal technical support staff, and also one for our customers. With the customer's kb, they also want to have me create training videos on all of the different software packages we support.I have looked at using wordpress for a knowledge base, but it I would like something more designed at being a knowledge base rather than having to add in functionality. I have also looked at moodle which seems good for the courses with training videos, but seems also to not have a great knowledge base function. I could be missing something blatant as I only briefly played around in these systems.So....
Does anyone have any suggestions on a knowledge base system?
Also, any suggestions on screen recording software? Specifically those with tools...
This topic first appeared in the Spiceworks Community

Problem in creating a new knowledge base file

Dear experts,
I should like to create a new knowledge base file. I use the Oracle version 9.2 and the OS is Windows 2000. I have created the thesaurus with
ctxload -user ctxsys/ctxsys -thes -thescase y -name DEFAULT -file xx.xx
and the language setting:
NLS_LANG=HUNGARIAN_HUNGARY.EE8MSWIN1250
During the compile operation
ctxkbtc -user ctxsys/ctxsys -name DEFAULT
i get the following error message:
DRG-52110: Error in writing extended knowledge base
DRG-11101: drelcHU.dat open error
Before the ctxkbtc command execution, I have created an empty directory for the expected .dat file:
ctx/data/hulx
with full control for every OS users.
What is missing or false in the commands? Where could I learn more on this special topic?
Many thanks for any help.
Best regards
Laszlo

meanwhile i have found the solution :-), The name of the empty directory must be
xxlx
and not
hulx
Laszlo

How to use Knowledge Base template interactively?

I'm using RH11, and my management wants a Knowledge Base that allows our clients to add to it. When I opened the Knowledge Base template, I didn't see much that was different from a regular help file. The RH11 manual mentions this template twice with no instructions.
Where can I find more information on how to use the Knowledge Base template as a wiki, as promised in the manual?
Thank you!

Okay, I found it in the help. FWIW, it's also mentioned when creating a new project.
What this is referring to is that the project template will create and offer a page that never needs maintaining. The page is labeled "What's New", and describes a method of using See Also keywords to manage new and changed topics. If this method were not used, a "What's New" page would require creating links or specifically adding verbiage about each new topic.
It DOES NOT allow creating one or more pages that users may contribute to.
RoboHelp has never been an application that allows that type of collaboration. That's what Wiki software is for.
Cheers... Rick

Cant search solutions in Knowledge base while creating SR

I have a custom responsibility for customer support specialist (Custom Tech Support ) and I need the solutions in KnowledgeBase searchable, while creating the service request.
I have the following defined:
category security group - Custom Tech Support Group
added the categories in which the solutions already exist.
added the authoring flow.
All the solutions/statements/categories have the visibility - EXTERNAL
changed the following at responsibility level: Custom Tech Support
Profile options :
Knowledge: Assigned Category Security Group – Custom Tech Support Group
Knowledge: Assigned Statement Visibility Level - Internal
Knowledge: Assigned Visibility Level - Internal
Knowledge: Default Solution Visibility Level - External
Knowledge: Default Statement Visibility Level - External
----I have switched the visibility from internal to external, but still cant search the solutions in the knowledge base. In the search region I can see solution categories tab has something returned , but no result is retrieved under solutions tab.
I am not sure where I have missed the step.
Any help will be appreciated.
Thanks in advance.

On second thought, will a parser be able to interpret the HTML tags within my XML? For example, the answer tags contain paragraphs, line breaks, tables, etc using HTML tags.

I have the problem described in /forums/knowledge-base-articles/704725. (Firefox is already running but not responding). My only solution is to use Task Manager to end the firerfox process. I am the only user and there are no other profiles on my system

Occasionally I have the problem discussed in /forums/knowledge-base-articles/704725 , Firefox is already running. My only fix is to use Task Manager to end the firefox process. At such tmes, I have no other instances running.

'''https://support.mozilla.org/questions/997866?esab=a&s=&r=1&as=s'''.<BR>
This is not a cure but will make it easier if Firefox locks up.

I have an airport extreme and express, if I use the extreme as a base station connected to my old router can I use the express to extend the signal while also creating a new network that only I can use?

I have an airport extreme and express, if I use the extreme as a base station connected to my old router can I use the express to extend the signal while also creating a new network that only I can use? Essentially having two wifi connection off the same network? If so how do I set this up?

Extending using a wireless connection always results in a performance compromise.
If the Express is going to extend using a wireless connection, then the Express will need to be located about half way between the AirPort Extreme and the general area where you need more wireless coverage. The more that you have line-of-sight between the Extreme and Express, the better the network will operate.
Remember......the Express can only "extend" the quality and signal speed that it receives, so it needs to be located where it can get a very good signal from the Extreme. Although Apple cleverly uses the term "extend", a more accurate term for the Express would be "repeater".
If the Express will extend by connecting to the Extreme using a permanent, wired Ethernet cable connection......highly recommended for best performance.....then the Express can be located exactly where you need more wireless coverage. There is no signal loss at all through the Ethernet cable, so the Express gets a full speed signal no matter where it might be located.
Post back to let us know which way to you want to go.

About query not using extended knowledge base

Hello,
I compiled a small thesaurus to the knowledge base:
ctxkbtc -user dcenter/dcenter -name THES_PLACE
It contains:
GERMAN
USE FEDERAL REPUBLIC OF GERMANY
UF FRG
BT EUROPE
NT BAVARIAN
I have 2 record, 1 containing GERMAN, 1 containing BAVARIAN.
Field is indexed with a context index, and the index is synchronized.
I'm using 8.1.7.2 english.
Using an ABOUT operator, I always get 1 hit.
SQL> select count(*) from file_info where contains (places, 'about(BAVARIAN)') > 0;
The (9i) doc says:
When you augment the existing knowledge base with your new thesaurus, you query with the ABOUT operator which implicitly expands to synonyms and narrower terms.
How can I get the ABOUT query to expand to the narrower term in 8.1.7.2? Is this a bug, do I have to upgrade, or am I missing something?
Thanks

Hello.
Did you load the supplied english thesaurus as your DEFAULT thesaurus using the command line utility ctxload (or some other method)?
I had the same experience until I loaded the sample thesaurus in $ORACLE_HOME/ctx/sample/thes/. Now my ABOUT and SYN queries work as expected though I still have a concern about the incomplete nature of the sample thesauri (I'll open a new thread on that topic).
Hope this helps.

ABOUT query not affecting results or not using knowledge base

Hello again,
Another question here,
I've searched through the forum and have found other
posts on the same problem but no solutions, though
the problem isn't always the primary topic of the
forum. I've put this post up to hopefully put this
to rest as I'm pretty sure this is just a
configuration issue.
I am using an ABOUT operator in a CONTAINS query and
the query seems to return the same results as the
same query without the about operator, eg:
SELECT SCORE(0) AS scr,
file_repository.file_id,
file_repository.file_title
FROM file_repository
WHERE CONTAINS(index_url, 'ABOUT(australia)', 0) > 0
versus
SELECT SCORE(0) AS scr,
file_repository.file_id,
file_repository.file_title
FROM file_repository
WHERE CONTAINS(index_url, 'australia', 0) > 0
I have included documents based on the default
knowledge base should be found. For example I have
three documents, one containing the term 'Tasmania'
another containing 'Australia' and a third with
'Pacific Area'. The first query above should return
all three of these documents, but it only returns
the one containing 'Australia'.
I have used other examples from the default knowledge
base and have had no success. I have not attempted to
extend the knowledge base with a thesaurus as, from
what I can tell, I shouldn't need to do this for it
to work.
Any help would be much appreciated.

Hello.
Did you load the supplied english thesaurus as your DEFAULT thesaurus using the command line utility ctxload (or some other method)?
I had the same experience until I loaded the sample thesaurus in $ORACLE_HOME/ctx/sample/thes/. Now my ABOUT and SYN queries work as expected though I still have a concern about the incomplete nature of the sample thesauri (I'll open a new thread on that topic).
Hope this helps.

How to use the knowledge base category hierarchy?

Hi !
I read documents about the knowledge base, I know Oracle Text supplies English and French knowledge base, but I would like to know how to use it, how to handle it. If I want to had some themes, or delete some.
Is there a table containing the knowledge base?
Is there someone can help me? Thanks in advance
Have a nice day
PS : sorry for my poor english

Thank you very much M. Omar R Alonso for your reply.
I checked in the documentation how to use the ctx_query.hfeedback procedure, and I tried the example provided. But it doesn't work, the bt_feedback, rt_feedback, nt_feedback columms have never filled.
I'm not sure that the knowledge base is already supplied in Oracle Text, because also, when I execute a query like :
select ID_TXT, score(1) SCORE from TEXT_BASE where contains("idx_txt","sport",1)>1 order by SCORE DESC
The results are the same as
select ID_TXT, score(1) SCORE from TEXT_BASE where contains("idx_txt","about(sport)",1)>1 order by SCORE DESC
So, I don't know if it uses the knowledge base or not.
Thx again

How to use knowledge base keywords"?

I have found links to the the knowledge base document "how to use knowledge base keywords" online but all the links lead to a dead end. The document number is 75178, and explains the use of prefixes in the knowledge base keyword search. Has anyone any info on where this page is or if it still exists?
Thanks
Nadya

Apparently, the document's no longer available.

Firefox/3.5.10 to view cookies knowledge base says use tools/option: no tools/option

On freebsd7.0 or 8.2 firefox3.5.10. After upgrading the View Cookies add on no longer works.
The knowledge base says to view cookies use tools/options/Privacy. There is no Option under Tools.
How can I view a site's cookies?
Previous to View Cookies, I accessed by entering something as an URL that contain the cookie name, but I do not remember the syntax.
Can you give me the syntax.

I just looked again and firefox/ 3.10.1 has a link under edit/preferences/privacy "Remove Individual Cookies" that does let you look at the cookies. It sure is not a nice as the View Cookies 1.10.1extension before it quit working
Thanks for the help

I used iphotos to create a photobook. I want to send the book to my aunt in the states but it won't allow me to do that. I was just wondering why it won't allow me to put in her address so the book can go directly to her home.

I used iphoto to create a photobook. I want to send this book to my aunt in california but it won't allow me to put in her address. I would like to know how
i can have this book sent directly to her home.

FOR ASSISTANCE WITH ORDERS - iTUNES STORE CUSTOMER SERVICE
For assistance with billing questions or other order inquiries, please refer to our online support page by clicking here: http://www.apple.com/support/itunes/store/. If you cannot find the answers you are seeking in our robust knowledge base, you can contact us by visiting the following URL http://www.apple.com/support/itunes/store/, clicking on the appropriate Customer Service topic, then using the contact button or email form at the bottom of the page. Responses to emails will be provided as soon as possible.
Phone: 800-275-2273 How to reach a live person: Press 0 four times
Hours of Operation: Mon-Fri: 9am-5pm ET
Email: [email protected]
How to report an issue with Your iTunes Store purchase
http://support.apple.com/kb/HT1933
iTunes Purchase Problems: How to Report a Problem to iTunes Support
http://tinyurl.com/7tscpa7
How to Get a Refund from the App Store
http://gizmodo.com/5886683/how-to-get-a-refund-from-the-app-store
Getting Refunds for your iTunes Store Purchases
http://www.labnol.org/software/itunes-app-store-refunds/13838/
Canceling a Digital Subscription
http://gadgetwise.blogs.nytimes.com/2011/10/14/qa-canceling-a-digital-subscripti on/
 Cheers, Tom

Error in accessing Knowledge base + oracle text 11g

Hi All,
I am using oracle text 11g.
I had installed a knowledge base and it was working fine(bcos i was able to generate themes and gists), i wanted to load a 'default' thesaurus, i created a 'default' thesaurus and from cmd prompt i gave 'ctxload' command, then it asked for user(i logged in as ctxsys credentials), name (thes default),file( thes path), but after this i got below error
connecting...
DRG-11510: encountered unrecoverable error on line1
ORA-00931: missing identifier
disconnected
unknowingly after this i gave 'ctxkbtc' command and proceeded further and i cancelled this action by closing cmd prompt.
after this, now i am not able to create themes or gists, i am getting the below error while creating themes.
Error report:
ORA-20000: Oracle Text error:
DRG-11422: linguistic initialization failed
DRG-00100: internal error, arguments : [52100],[drxa.c],[357],[gxtopen],[1]
DRG-00100: internal error, arguments : [52100],[gxt.c],[186],[gxl err],[7]
DRG-11432: file error while accessing knowledge base
ORA-06512: at "CTXSYS.DRUE", line 160
ORA-06512: at "CTXSYS.CTX_DOC", line 210
ORA-06512: at line 2
20000. 00000 - "%s"
*Cause: The stored procedure 'raise_application_error'
was called which causes this error to be generated.
*Action: Correct the problem as described in the error message or contact
the application administrator or DBA for more information.
please let me know the solution
Thanks in advance.

Hi,
You can try running ctxkbtc once more with revert option.
-revert
Reverts the extended knowledge base to the default knowledge base provided by
Oracle Text.
Make sure to set NLS_LANG variable before running it
If you have already solved this issue, if possible share the solution to this forum too.

Knowledge Base vs. thesaurus

Hi all,
I'm comparing KB vs. thesaurus usage.
The KB is a structure of themes - constituted of either single words or phrases. Relations are either hierarchical or generic.
Usage occurs by ABOUT(<theme>).
The thesaurus is a structure of terms - either single word or made up of a phrase. Relations are either hierarchical or generic, or related to synonyms. Usage occurs by several operators.
From these definitions I would guess that:
- these structures can almost represent the same data, indeed manuals explain how to extend the KB using thesauri.
- the operator "ABOUT(<theme>)" should be equivalent to "<theme> OR NT(<theme>) OR RT(<theme>)"
So the question is: why using a KB, provided that thesauri appear far more flexible ? Multiple thesauri can coexist, even for the same language. API are provided to edit them. On the other hand, the KB is an all-or-nothing precompiled structure, bound to English and French.
What's wrong with this reasoning ? What do we gain while using a KB ?
Thanks for any comment.
Renzo

john_cvi_user wrote:
What is differnce between the forum and the knowledge base ?
As far as I see the forum is where users ask questions and answers are provided, often by NI representatives.
Answers in the forums are mostly answered by non-NI employees. We have a lot of volunteers who just enjoy helping. But the AEs inside of NI are always watching the boards.
The Knowledge Base is not really a place to ask questions. It is where NI empolyees create a white paper based on very often asked questions. You have little to no interaction in there. The forums are wide open for anybody to chime in.
But I do like your idea that when searching the forums, a search in the KB is also done.
There are only two ways to tell somebody thanks: Kudos and Marked Solutions
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Using RH to create Knowledge Base

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