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Product Overview
You and your team frequently find yourself solving the same issue over and over. Your end-users send you emails on similar issues repeatedly. You wish you could share your knowledge with team members so that everyone has the same understanding and are communicating the same message when asked about specific issues!

 

Team KB for Microsoft® Outlook® is an enterprise knowledge base, allowing you and your team to share information, reduce customer support, improve staff productivity and eliminate time wasted searching for information across disparate systems such as shared folders and paper documents, all inside Outlook.

With Team KB, your team can document best practices and solutions to common problems and reply to time-consuming and repeated queries from your users in a click.

Highlights:
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Microsoft® Office Outlook1 integration.

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Use an Microsoft® Exchange shared mailbox or a public folder.

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No database requirement - KB articles are stored in your exchange server (supports hosted exchange server too)

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No file server requirement - Only a simple client install

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Centralize sharing of knowledge and documents

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Find information easily - Keywords and advanced search options in Outlook folder views

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Multi-tier problem category-problem types

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Custom define the fields you wish to track within the knowledge base

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 Workflows for easy content approval and publishing

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Provide customizable email alerts so that all your team members are alerted as new KB articles are posted

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Use the same exchange folder permissions to grant/deny access to the KB articles

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Use the in-built access control mechanism in Team KB to complement the exchange permissions for enhanced control

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Publish KB articles to your website for providing first level support to your end-users (Try a demo of Web KB)

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Content formatting with built-in editor of Microsoft® Word, embed images and any number of file attachments

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Email KB article as DOC, MHT, PDF or XPS document in single click!

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Supports export of  KB articles to the following document formats:
- Adobe Portable document (.pdf2)
- XML Paper Specification document (.xps2)
- Microsoft® Word document (.doc)
- Web-archive single page (.mht)
- Filtered webpage (.htm)


1 Outlook 2003, Outlook 2007, Outlook 2010 (32 bit only)
2 Requires the 'Save PDF and XPS' add-on installed for Microsoft® Office 2007

Version: 3.0

Released: 17th November 2010

License: 30 days trial

300 USD
~204 GBP
~352 AUD
~310 CAD

 

 

Have any questions?
Email us: support@assistmyteam.net

New! Take a video tour
Quickly learn how to install, configure and work with Team KB system and how to get the most out of your knowledge base and support team!


How does it work?
Team KB system is installed as a COM-addin for Microsoft® Outlook® 2003/2007/2010, and uses an Exchange resource such as a public folder or a shared mailbox, for storing knowledge base articles and for enabling collaboration throughout the organization.


Each published article in Team KB is uniquely identified by a number. Outlook views are used to arrange these KB articles in the way, you want it. For example, the above view groups the articles in multi-tiered categories and their corresponding types such that it is easy to find the right article under a problem type.


 

As a knowledge base administrator, you can create a list of authors, who would be allowed to post new articles. To ease creation of authors list, you can import users directly from Active Directory. Optionally, you can specify if each author can have access to Team KB administrative settings as well as post new article and publish it without needing proper approval from the editor.
   

The administrator would also define the problems list, which is nothing, but a multi-tiered arrangement of categories and types. Each category can have a list of types. Each type can have a default editor assigned. When a new article is posted by an author with non-admin access, it would be put in the pending list and depending on the problem selected, Team KB would assign a default editor, who will review the pending article and will decide if to approve or reject. If it is approved, it is published with a unique KB number. Email notifications are then sent out automatically to the concerned author o the status of the article.

 

But when does these knowledge base articles come to practical use?
Suppose, an end-user send a support email regarding an issue that your support team are already aware of. Typically, you will try to compose the solution or would try to navigate to your existing document libraries, search through the document, and then copy the contents and paste over the reply email. This not only waste time and efforts, but also destroys the formatting of the article and if there were any attachments or embedded images, they most probably won't make through the email.

 

With Team KB, what all the support staff has to do, is to just click the 'reply with a KB' button available in the Outlook toolbar.

 

That would prompt you with a dialog box, that has all the knowledge base articles arranged in category/type hierarchy tree. It would then allow you to search/select a relevant knowledge base article and then either, insert the content (along with the attachments and embedded images) directly into the reply email, or, even better, insert the select article as a PDF/XPS/DOC document attachment to the email.

 

If you select the 'Inline HTML' option, reply email with the embedded knowledge base article would like this:

 

If you select other document format, such as PDF, the selected knowledge base article will be automatically converted to PDF, and it would be attached to the reply email, just like below:

 

So what are the benefits?

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Improved customer support
By having a repository of knowledge, your team can more quickly respond to customer questions and issues. By providing consistent answers to questions and issues, your customer is always assured of the right answer and consistent communications.
 

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Reduced costs
As Team KB leverages your existing Exchange and Outlook resources, there is no extra hardware/software cost that you will have to incur in implementing an enterprise-wide knowledge base for your team. As your team members are already familiar with Outlook, there is no requirement for any elaborate training, further lowering the cost. As you have network and Exchange administrators in place, you don't require dedicated personnel for maintenance. And the bigger advantage, in long-term, is the reduced number of inbound customer support questions, which will reduce the amount of time it takes to respond to support issues. This can reduce the number of support engineers needed, thereby reducing costs to your support desk at the long run.
 

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Extending the Knowledge Base to your Customers
To maximize the use of your knowledge base, Team KB knowledge base articles can be published to your company website (hosted under IIS) to allow your customers to search your knowledge base before calling in with questions. This can eliminate unnecessary phone calls and allows your clients to quickly get answers to questions. When any of the existing knowledge base articles are changed, or new ones added, Team KB can be set to automatically update the website such that the changes or the new articles are updated/published at the same time, thus keeping the information in both the servers - Exchange and the IIS, current and synchronized, on demand.
 

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Utilizes Existing IT skills with minimal need for re-training
As Team KB is based within the familiar Microsoft Outlook interface, it is easier to learn, ensuring a higher adoption rate and easier integration into your support structure. It also allows your staff members to quickly adapt and start using the system immediately with little or no training requirement.
 

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Flexible Workflow Rules
In certain cases, knowledge base articles that have been added or changed require multiple people in various departments to approve the new or changed article. The Team KB provides a flexible method for automating and keeping track of these approval tasks. By creating workflow rules on a per-category/type basis, content editors can receive email notifications when an article is added and/or changed. Approval/disapproval emails can be sent automatically to content authors/contributors informing them on the status of their knowledge item. The benefit is improved quality and sharing of knowledge base articles.
 

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Create custom variables and assign them to articles as required
Custom fields are user-defined variables that can be assigned to articles. Custom fields can be searched and provide additional depth and filter options to articles in your knowledge base. Many times, articles require more than simply content. Using custom fields, you can totally customize Team KB to your organizations specific needs and provides an additional level of filtration to users of your knowledge base.
 

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Fast, Accurate Search Results
Search through thousands of articles using powerful full-text search capabilities. All searches in your knowledge base run on Outlook's full-text search capability, which provides extremely fast and incredibly accurate search results. Each article in a search result is ranked based on its relevance, and results are sortable based on ID, title, author, contributor, editor and date. Team KB scales extremely well. More experienced users will find Team KB's advanced search options appealing. You can restrict searches based on values of drop-down fields such as problem category-type, custom fields, author, editor, created and modified dates.
 

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Complete control over user access
You have precise control over how users interact with your knowledge base, depending on the Exchange folder rights they have. It's easy to switch a users permissions - simply change the exchange folder permission for that user or group.
 

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Fast reply to emails
Embed knowledge base article as PDF, XPS, DOC or MHT documents in email reply with just a click of a button.

 

 

 
 
   
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