Build Knowledge Base

The Infor Public Sector knowledge base stores descriptions of resources that might be required to provide information to a customer or pursue a service request investigation.

Knowledge base entries can consist of HTML addresses, file paths for images and documents on your network, and notes in plain text. Each entry can include keywords describing the resource that others can use to locate the entry later. To help organize your entries, you can combine related entries into categories, such as a category called Flood that contains entries for flood plane maps or websites describing flood control measures.

Others in your agency can then search the knowledge base to locate relevant information when assisting customers. For example, if a customer calls to report flooding at a certain intersection, you can search the knowledge base to locate text entries, files, or websites related to the problem.

Infor Public Sector organizes this information into a tree structure that shows all your knowledge base entries and groups. You can browse through the tree by expanding and collapsing knowledge base groups. Depending on your access rights, you can create, change, and delete knowledge base entries and groups by right-clicking the text in the tree.

Note: Build Knowledge Base is part of the standard Infor Public Sector knowledge base functionality. Infor Public Sector can also be configured to use an external knowledge base. If so, you must use the external system to build your knowledge base. This does not affect knowledge base links in the Utility Billing module, which still use the standard Infor Public Sector knowledge base.