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Product Overview
An add-in for Microsoft Outlook that enables you and your team to use KB articles stored on SharePoint lists to reply to support emails in Outlook seamlessly

Team KnowledgeBase add-in helps support staffs to effortlessly store knowledge base articles in one or more SharePoint lists and connect it to Microsoft Outlook for resolving and replying to email replies. Without requiring switching back and forth between Outlook and SharePoint, support staffs can now easily browse through articles grouped by categories and types, or make use of the search functionality to locate a relevant KB article, and insert it to the outgoing email reply as PDF file attachment, or embedded inline content or as hyperlink URL directly from within Outlook.

 

With Team KnowledgeBase, any team can leverage the information stored on its SharePoint lists, to reduce customer support, improve staff productivity and save time that would otherwise have been wasted in searching for information across disparate systems such as shared folders and paper documents, all inside Outlook.

Highlights:
 

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Seamless integration with Microsoft Outlook1 and SharePoint2

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No database requirement - KB articles are stored in your SharePoint server as list items

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Use any number of SharePoint lists as source repositories for storing KB articles

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No file server requirement - Only a simple client install

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Centralized administration, configuration and deployment of SharePoint lists and field mappings for all workgroup users.

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Find relevant KB article fast - Keywords search options from within Outlook

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Grouping of KB articles in multi-tier categories and types for easy locating of relevant article effortlessly in Outlook

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Use your existing SharePoint site or list permissions to grant/deny access to the KB articles

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Preserves the original formatted content, embed images and files attachments of the chosen KB article, if any, when inserting it to email reply in Outlook

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Insert chosen KB article as file attachment in the following document formats:
- Adobe Portable document (.pdf)
- XML Paper Specification document (.xps)
- Microsoft® Word document (.doc)
- Web-archive Single Page (.mht)

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Insert chosen KB article as inline content into the email reply

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Insert the hyperlink URL of the chosen KB article into the email reply

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Special MSI installer available for enterprise wide deployment (upon request)

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Support for Office 2010 and Office 365


1 Outlook 2003, Outlook 2007, Outlook 2010 (32 bit)
2 WSS 2, WSS 3, MOSS, SharePoint® Foundation 2010, SharePoint® Server 2010
   (Also supports SharePoint hosted in Clouds such as Microsoft SharePoint Online part of Office 365 etc.)

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


Works with
   

 

 


Download brochure (PDF)

FREE

 (Available as Beta)

 

Purpose of this add-on


You and your support team frequently find trying to solve the same issue over and over. Your end-users send you emails on similar issues repeatedly. And if you are already aware of the solution, typically, you will try to compose the solution or if you have vague recollection of it, you would try to navigate to your existing document libraries, past emails etc. Just consider how much time and effort you had wasted in trying to find the right information at the moment of need, not to mention the delayed response to the support request. You wish you could share your knowledge on a centralized information system with other team members so that everyone has the same understanding and are communicating the same message when asked about specific issues.

Many IT managers resort to using SharePoint lists to document best practices and solutions to common problems, in the form of KB articles, because of the easy accessibility and collaborative capability. So, when a support request email is received in Outlook, support staffs would generally go to the SharePoint lists and browse or search through the tier of KB articles. If a relevant article is found, either the staff would rewrite the solution from scratch into the email, or copy the contents from SharePoint site to the email reply, in a crude fashion. In the midst of this, the formatting, inline images and other attachments of the particular KB article do not make it to the email. After putting much effort and time, you still didn’t get the complete KB article inserted into the email reply. Moreover, the frequent switching back and forth between the email client and SharePoint site tends to loosen the focus of the support staff, leaving him/her frustrated. Evidently, organizations and teams that leverage SharePoint as knowledge base would need to reinvent the wheel and implement an efficient way of importing SharePoint based article or document, to outgoing email reply.
 

Team Knowledge Base is designed to bridge this gap between your email client such as Outlook and your SharePoint lists where all your knowledge base articles are stored, such that you can effortlessly locate a KB article (stored on SharePoint) relevant to an issue from within Outlook itself, and insert it into an outgoing email reply in a single click. All these and more making sure, the outgoing email retains all the actual files and the original formatting of the selected KB article. No more frequent switching between Outlook and SharePoint, no more copy-paste job etc.

 

Why implement a knowledge base?
Factors that demand for a knowledge management system for your organization:
 
bullet Rising rate of innovation and increasing competition in marketplaces
bullet To replace informal knowledge with format methods, especially, when the organization is under-staffed
bullet Competitive pressures reduce the size of workers that holds valuable business knowledge.
bullet To help new workers to experience and acquire knowledge in the shortest time.
bullet Early retirements and increasing mobility of the work force lead to loss of knowledge.
bullet Need to manage increasing complexity as business operations become globalized.
bullet Changes in strategic direction may result in the loss of knowledge in a specific area.
bullet Retaining knowledge when employees leave or change positions
 

As most of our work is information based, it is imperative that organizations maintain a structured library of information and solutions, such that, the knowledge system provides access to right information, at the right time, to the right workers in need. In short, knowledge and information have become the medium in which business problems occur. As a result, managing knowledge represents the primary opportunity for achieving substantial savings, significant improvements in human performance, and competitive advantage

 
   
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HD Video Demos and TutorialsNew!

Quickly learn how your team can use 'Team KnowledgeBase' add-in to share and reply KB article to support emails.

 

Looking for a Knowledge base system for team based on Outlook and Exchange Public Folders?

Try
TeamKB
for Outlook & Exchange

Designed for team to document solutions to frequently asked questions in the form of KB articles and store on an Exchange public folder, to be used later on for replying to emails in Outlook.

 

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