Introduction To Knowledgebase

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Objectives

After completion of this training module you will be able to:

•Identify the main components of Knowledgebase•Describe how to locate information in Knowledgebase•Access product manuals•Use the Bulletin Board•Access links to product brands•Demonstrate effective search techniques

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1. Enter your Username and Password.

2. Click on the Log In button.

Knowledgebase Logging In

Access the URL: http://sunbeam.esecurecare.net/cgi-bin/sunbeam_internal.cfg/php/enduser/acct_login.php

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The Bulletin Board is shown on the left side of the screen. Links to useful information such as the help document on eSS Knowledgebase Usage and Search Efficiencies will be listed here. Also, links to Find Answers and My Stuff can be accessed here.

Knowledgebase Support Home Page

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1. Mouse over the Docs and Web Apps button to display the drop-down menu.

Knowledgebase Docs and Web Apps

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2. Click on the Document or Web Application you wish to open.

Knowledgebase Docs and Web Apps

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Many of the Web Applications provide links to quickly launch applications that you will need access to on a daily basis.

Siebel Production: Application you will use for call tracking, ordering products, support, etc.

Quick Connect: Database of employees and a chat feature.

MyCVG Portal: Convergys employee portal.

Siebel Test: A test environment version of Siebel Production.

Knowledgebase Docs and Web Apps

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Many of the Web Applications provide links to quickly launch applications that you will need access to on a daily basis.

Siebel Training: A training environment version of Siebel Production.

PPM Web: Agent Scorecard

Jarden SharePoint: Jarden SharePoint site loaded with announcements from different product groups.

eStart Portal: A timekeeping application.

Knowledgebase Docs and Web Apps (continued)

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1. Mouse over the Brand Websites button to display the drop-down menu.

Knowledgebase JCS Brand Websites

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2. Click on the JCS Brand Website you would like to open.

Knowledgebase JCS Brand Websites

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The JCS Brand Websites are the public websites that can be accessed by anyone over the internet using a web browser. They contain information about all the selected brand’s products.

Remember, we also could get to the brand sites from our Jarden Consumer Solutions site.

Knowledgebase JCS Brand Websites

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Brand/Product Websites

Within brand websites are product links that offer informational pages on products that include:

PicturesPart numbersFeaturesBenefitsSpecificationsWarranty lengthOrdering info

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1. Mouse over the Manuals button to display the drop-down menu.

Knowledgebase Product Manuals

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2. Click on the Product Manual Page you would like to open.

Knowledgebase Product Manuals

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3. Drill-down in the different product types until the correct product is found.

Knowledgebase Product Manuals

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These are the actual product manuals that come with the product to the consumer.

When a customer says “On page 24 of the manual it states……” you can quickly verify the information.

Product manuals include information on operation, safety, cleaning, service, parts, and all the other information the customer needs.

Knowledgebase Product Manuals

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1. For the Oster Models BVST-TM20 Series of Ice Tea Makers, what is shown on page 4?

2. For the Mr. Coffee Models IDS70 Series (IDS75, IDS77) Precision Coffee Grinders, how many tablespoons of beans should I use to make 12 cups of coffee?

3. What is the first step in cleaning the Sunbeam Model 3112 Can Opener?

4. On the Model V300 Model of the FoodSaver Vacuum Sealing System, the QuickStart guide offers what valuable information on pages 3 and 4?

5. The Villaware Model NDVLWFBFS1 Flip Waffler has a recipe for what on page 9 of its Owner’s Manual?

Knowledgebase Product Manual Exercise

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Information can be searched by entering any combination of Product, Section, or Keywords.

Knowledgebase Search for Answers

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The database of answers is so extensive, the better we are at defining our searches, the better chance we have of returning the correct information. We will discuss effective searching later in the lesson.

Knowledgebase Search for Answers

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The Search by Product drop-down menu is used to filter answers by product type or brand name. Click the down arrow to display.

Knowledgebase Search for Answers

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The Section drop-down is used to filter an answer’s document type.

1.Click the down arrow to display the menu.2.Select the Section you want to use as a filter.3.Click the Search button

Knowledgebase Search for Answers

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Search by Keyword is used to enter a keyword or keywords to include only documents containing the words.

Your search of keywords may be further filtered and sorted by using the Search By and Sort By drop-down menus.

Knowledgebase Search for Answers

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Effective Searching

Limit your searches to keywords - DO NOT use complex phrases or questions.

You may use one keyword or several keywords for your search.

Start your search by searching 'All' products and sections - if you have problems finding what you need, try narrowing your search by selecting a brand from the product dropdown.

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Knowledgebase Role Play #1

Caller Information

Sunbeam CallMr./Ms. JonesDoes not know exact model of toasterDoes not have the manualCustomer thinks the toaster is overloaded with crumbs and would like to clean it.

"Thank you for calling Sunbeam. My name is ______. How may I be of assistance?" 

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Knowledgebase Role Play #2

Caller Information

Mr. Coffee CallMr./Ms. SmithLost the product manualCustomer wants to froth milk in their espresso maker.

"Thank you for calling Mr. Coffee. My name is ______. How may I be of assistance?"

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Knowledgebase Role Play #3

Caller Information

Oster CallMr./Ms. CarterOster Fusion Blender Model BRLY07Customer wants to froth milk in their espresso maker.

"Thank you for calling Oster. I am your Oster specialist ______ How may I help you?"

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1. My Sunbeam electric blanket is flashing FF on the controls. What does that stand for?

2. How tall is the 4705 Oster Rice Cooker? I want to put it under my counter.

3. I have a skybar WP100 Wine System. How long is it supposed to take to chill a bottle of wine?

4. I have a Sunbeam Heat to Go Rechargeable Cordless Heat Shoulder Wrap. What batteries does it use?

5. Are heating pads sold in any kind of tamper proof package or with safety seals? I’m thinking about getting one.

Knowledgebase Finding Answers Exercise

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My Stuff is used to store answers you use frequently in the section My Favorite Answers. Click on the My Stuff tab.

Knowledgebase My Stuff

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1. After searching and retrieving your answer, click on the button at the bottom of the answer.

2. You will receive notification about your request.

3. Go to the My Stuff tab and click on the My Favorite Answers button to display your saved document list.

Knowledgebase My Stuff

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1. To delete an answer from your my Favorite Answers list, display the list and open the answer you wish to delete.

2. At the bottom of the displayed answer click on the Delete Favorite Answer from my Favorites button.

Knowledgebase My Stuff

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Objectives Review

After completion of this training module you will be able to:

•Identify the main components of Knowledgebase•Describe how to locate information in Knowledgebase•Access product manuals•Use the Bulletin Board•Access links to product brands•Demonstrate effective search techniques