Knowledge base articles serve as instructions for use in calls or chats in which a live walk-through is outside of scope. These are important to update as we broach new issues, fixes, and changes.
1. In Hubspot, hover over the bell icon, then click "Knowledge Base"
2. Select your intended knowledge base from the drop-down. SKYTRAK Knowledge Base consists of customer-facing articles, while Internal knowledge base is team only.
3. Click "Create article" at the top right
4. Fill in each field with the information you'd like to provide. Try to use the most abstract possible instructions, and one instruction at a time. Don't count on all users knowing what "File Explorer" is, I.E:
Use specific verbs in your instructions, avoid using "select", etc. Provide as many pictures as possible, with graphics to guide to the right spot.
6. Click "Settings" at the top of the page
7. Select the appropriate category and sub-category (if applicable) for your article
8. Enter tags for your article
Tags are important for how the article will be integrated in the chat bot. If you're making an article about something that is commonly asked about in chat, try to find SPECIFIC words or phrases in customers' messages to the bot that will commonly mean they should be served your article. For example, if the practice range is greyed out when a user connects on a PC, they need to clear their cache. Tags like "greyed" are going to be much better than "Range", as many questions may include the latter, but the former is more likely to be mentioned in this specific scenario. You may use single words or exact phrases, so one way around this would be to use a tag like "range greyed" or "range not working".
You may also edit the URL of the article. By default, it will make the URL Resources.skytrakgolf.com/title-of-article, so if you have a lengthy title, it may be helpful to condense into a single word so that the link may be relayed verbally or without copying/pasting to users.
Chat bot integration
If you're writing an article that you'd like to get in front of ALL customers, please identify the correct place in the chat bot, then send a request to your direct supervisor to implement the change.
For example, an issue developed in which versions 5.1, 5.2, 5.3, and 5.4 would cause a perpetual "loading" screen when "Course Play" was clicked. The solution was simply to update the application. This caused a large influx of chats. Instead of having to relay this to each customer, or hope they're served the correct support article by the bot, we can make it so that "Course Play Loading" is an immediate bullet point to choose from on their initial inquiry.
1. Click the bell icon in Hubspot, then select "Chatflows" 
2. Identify the active chat flow for your department. You can do this by scrolling to the very top of any open or closed that.
3. Click "Edit"after hovering over the matching chat bot name.
4. Navigate to the instance in which you'd like to add an article or quick response.
Clicking the tiles themselves will reveal the contents.
Clicking the bullets underneath will reveal all triggered actions, including follow up questions and quick responses.
Clicking the bubbles within the titles will bring up the detail for each one.
The idea here is to find the exact instance where additional things are needed so that your addition request is easily and accurately implemented. Providing a screenshot of where you'd like to add something is the best way.
In this example, I added "Course Play Loading" to the very first answer set after a user indicates they have a technical issue. It's important to consider where users with the same issue may trickle into if they miss the first one. It must be anticipated that any possibly relevant answer may be mistakenly chosen. In the above case, many users chose "Simulation Software (Course Play)". Another instance of the solution to the issue was added under this response.
