Knowledge Base Guide for End Users

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The intelliHR knowledge base is designed to provide you with a complete self-service support option.  If unable to find an answer, you can submit a request to our support team via the Submit Request button. For information about submitting and tracking requests in the knowledge base portal, see Submitting and tracking requests in the knowledge base customer portal.

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This article covers:

• Anatomy of the knowledge base
• Searching for content
• Following content in the KB to get notifications

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Anatomy of the knowledge base

The intelliHR knowledge base consists of our knowledge base guides and (coming soon) a community platform.

You can use search to find information in both the knowledge base and the community at the same time. The search results are displayed in two columns, with one column listing the knowledge base results and the other listing the community results.

Getting around the knowledge base

The knowledge base consists of categories, sections, and articles. Articles are grouped in sections, and sections are grouped in categories.

To get around the knowledge base, you can use search or browse categories and sections. If available, use breadcrumbs to go home or to a parent section or category. You can also browse links to recently viewed articles, related articles, or promoted articles. You can subscribe to sections or articles so that you're notified when somebody creates an article or comments on an article.

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Searching for content

There are a number of methods you can use to find content in the knowledge base or community.

• Find multiple words: Use double quotes (") around each word to find content that contains all those words.

  For example, "article" "title" "section" "author" retrieves content that contains all four words, in any order. Make sure you put spaces between the search words, otherwise the search handles the text as one string.

  You'll get hits if there is a stemmed version of a word (e.g. articles). You won't get hits where content contains only the words title and section, for example.

Note: If you use single quotes (') around a word, the single quotes are ignored. If you search for 'article' 'title' 'section' 'author', you'll see hits for all content that contains any of the words title or article or section or author (exactly as if you had searched without the single quotes).

• Find a phrase: Use double quotes (") around a phrase to find content that contains all the words in that phrase.
  For example, "article title" retrieves all content that contains the words article and title, in that order. You'll also get hits if there is a stemmed version of the word (e.g. articles). You won't get hits where content contains only the word title, for example.

Note: If you use single quotes (') around a phrase, the single quotes are ignored.

• Exclude results containing certain words: Use the minus operator (-) in front of the search term to find every article or post that does not include that word or phrase.

  For example, reporting bugs -support returns content containing the words reporting and bugs, but excludes those that contain the word support from the result set.

• Combine operands for advanced search: you can combine the operands above to find a very specific set of results.

  For example, "reporting bugs" -support returns hits for content that contains both the words reporting and bugs, but does not contain the word support.

 

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Following Content in the KB to get notifications

You can choose to follow select sections and articles in the knowledge base and topics and posts in the community. 

When you follow content, you are subscribing to it, so that you will be notified by email when new articles, posts, or comments are added. You will not be notified when updates are made to the body of an article, post, or comment.

If a section you are following contains additional sections, you must also follow those individual subsections to receive notifications for them.

You will receive email notifications for contributions made by other users who you are following, but you will not receive notifications for your own contributions.

You can stop following content at any time.

Following content

In the knowledge base, you can follow sections and individual articles. You cannot follow entire categories.

You cannot automatically follow all new articles across the help center. You must follow each section instead.

To follow a section or topic

1. Navigate to the section or topic that you want to follow.
2. Click Follow, then choose notifications for only new articles/posts or for all new articles/posts and all comments.

   For articles/posts, you will receive email notifications for new articles/posts only in the section or topic. For articles/post and comments, you will receive email notifications for all new articles/posts in the section or topic and any new comments.

To follow an article or post

1. Navigate to the article or post.
2. Click Follow.

   

   You will receive email notifications for any new comments on the article or post; however, you will not receive notifications when the content in the article or post is updated.

Unfollowing content

You can stop following content at any time if you no longer want to receive notifications. For sections and topics, you can also modify your subscription if you decide you only want notifications for new articles/posts and not all comments or vice versa.

To stop following a section or topic

• In the section or topic, click Following, then select Unfollow.

  

To stop following an article or post

• In the article or post, click Following.

  

  The button changes to Unfollow, indicating that you are no longer following the post.