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Softphone - MiCollab for Desktop Client Quick Reference Guide

Connect to your softphone and adjust the settings for use.

Add files from OneDrive into Brightspace course content.

Use Outlook's public folders such as UFV Classifieds.

Employee guide to directly accessing UFV network files remotely using myFiles (Gateway).

Guidelines for adding text, formatting, tables, images, video to a knowledge base.

Adding images to KB content.

Know how your role in the life cycle of a KB article will contribute to the success of end users finding and using it.

Proper use of tags in KB Articles.

Best methods for searching for KB articles.

Produce reports and analyze KB usage analytics.

Why and when to create a knowledge base article.

Optimize your searches in the IT services portal to find self-help how-to articles and service requests.

This guide explains how to write KB articles and Service Catalog entries optimized for the Fraser Chatbot's hybrid search system. It provides guidance on how to write titles/summaries, structure your articles, and choose audience tags, while emphasizing practical techniques such as numbered steps, error messages, and natural language writing.

Purpose for using knowledge centered service (KCS) principles when writing KB articles.