How to Use the Knowledge Base

Owned by Daniel Smith
Last updated: Jul 13, 2017
3 min read

The following is a guide on how to use the Knowledge Base to quickly find/browse available articles. The homepage to bookmark the Knowledge Base is here: Telecare Customer Knowledge Base 

Searching for content using the Search Bar

The fastest way to search and find content in the Knowledge Base is to use the Search Bar, located just under the banner in the middle. 

  1. Click into the search bar.
  2. Type a search term (i.e. "error" or "password"). Please note to use full words to search as partial words won't return results.
  3. If you see an article you're interested in, click on it and you'll be taken to the article. 

Searching for content by browsing pages

There are two ways to do this:

  1. Click on the "Pages" tab just below the space title . This will display all content in a list format – click on any of the articles to display them. 

2a. Click on the double arrow in the bottom-left corner to expand the sidebar menu (if it's not already expanded) 

2b. Click on "How-to Articles" or "Troubleshooting Articles" to see a list of available articles. 

When ready to start a new search, you can return to the Home page at any time by clicking the myAvatar icon located near the top-left. 

Exporting articles

Any article within the Knowledge Base can be exported and printed if needed. 

  1. Click on the contextual menu near the top-right (the "..." menu)
  2. Select your export option (highlighted in the screenshot)
  3. Exporting to Word format should initiate a download immediately; for PDF, you will be taken to a screen to download.

Please note that this guide covers use of the Knowledge Base in a typical browser like Internet Explorer or Google Chrome. If using the Knowledge Base within the widget in the Avatar Support View, you will not have your typical browser options (i.e. your "Back" button) and will need to use right mouse clicks to use "Forward" or "Back" commands. If accessing Avatar via Citrix, any exports must be saved into a shared network drive (i.e. your U: or H: drives). The "Desktop" you see when saving in Citrix is not your computer's desktop, it's the desktop of the server and you will not be able to retrieve your export.

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