Guide Overview
This guide is designed to give iiQ agents and administrators a detailed overview of the following Learning App related topics:
- Installing Learning Applications
- Knowledge Base Articles
- Tickets issues and custom fields
Guide Index
You can use the following links below to quickly navigate to a specific section in this document. To quickly return to this index simply use the Return to Index link located at the end of any section.
Learning Apps Overview
There are many different Learning Apps that you can install within Incident IQ. When you install these applications you can have access too pre-populated help articles in your knowledge base, pre-populated custom fields for tickets.
Installing Learning Apps
To install learning apps, click on the Incident IQ Apps on the left hand navigation. Then click on Browse. Scroll down to the Learning Application section. Find and click on the learning app that you would like to install.
Next, click on the Install button at the top. A pop up window will appear with an overview of what comes with installing the learning app. Click on the Install button.
Tip: Do not see a certain learning app in Incident IQ? Please add it in our Idea Exchange as an enhancement request, so that this can be added to our queue of future product enhancements.
Knowledge Base Articles
When installing certain Learning Applications will automatically install knowledge base articles. This will save you time from creating your own knowledge base article for that app. Please note: Not all learning applications provided knowledge base articles.
Tip: Please see this detailed article for more information about Knowledge Base.
Custom Fields & Models
When installing certain Learning Applications will automatically install custom fields and models. Click on the Manage tab under the Incident IQ Apps on the left navigation. Find the Learning application that you have installed and click the Manage button. Here, you can view the different custom fields and models.
The custom fields tab will display all the pre-populated custom fields for that app. These fields will appear on tickets when a user is submitting a ticket for the certain leaning application. In cases where we have identified that requestors need to provide the agent with specific pieces of data (such as username or emails addresses), we have added a required custom field to these issues. This is meant to reduce time waiting on requestors to get back to you for basic information. This in turn improves overall ticket resolution times.
The Models tab is where you will go to active or deactivate the different models for the learning application.
Removing Apps
You have the ability to remove the learning apps. Click on the Manage tab under the Incident IQ Apps left navigation. Find the Learning application that you have installed and click the Manage button. Click on the Remove App button.
