KBID 233 Date Created: 6/4/2003 Date Modified: 3/2/2008
Fuze allows your staff and consumers to set knowledge base (KB) alerts, which automatically notify them with a single email each day with links back into the relevant portions of the KB, when information on a topic of interest has been added or changed within your Fuze knowledge base. Note: These "topics" are referred to as categories within the Fuze knowledge base and the individual articles or Q&As are called "knowledge items".
KB alerts that are set for a category will also automatically send email notifications whenever any information is changed within a sub-category of the category where the alert has been set. For instance, if I am setting KB alerts on a knowledge base that has a category for "loans", and the "loans" category has sub-categories for "auto loans", "home loans" and "consumer loans", I can:
Set my KB alert on the "auto loans" KB category and only be informed about information relating to auto loans.
This ability to set category alerts at any of the four levels within the KB category structure is very powerful since it allows your consumers and staff to be very selective on what they want to be informed on. In addition, since you can build "private" KB categories and KB items -- which are only viewable by your staff -- your staff can use Fuze to stay on top of your internal procedures and other information that you want kept internal to your organization. Unlike traditional intranets which often inundate staff with superfulous information and stop being effective in notifying them on things that they do care about, Fuze puts your staff in control.
KB alerts also work very well with the way your Fuze knowledge base naturally grows each time you answer a question that is not already included in the knowledge base. As information is posted in your knowledge base, consumers and staff are pulled back into your knowledge base with email notifications. In turn, their review of the new information not only keeps them up to speed on topics of interest, but also many times prompts them to ask related questions. This process of a question prompting another question quickly causes practical knowledge to be quickly driven out. For instance, posting information concerning something like a new procedure or tax law with your knowledge base will often cause practical knowledge of the implications of the procedure or tax law on your organization to be driven out. Fuze helps drive out knowledge from information.