Source: https://vaultcrmhelp.veeva.com/doc/Content/CRM_topics/ServiceCenter/Using/SCKnowledgeBase.htm

## Knowledge Base for Service Center

Knowledge Base acts as a repository to manage approved documents directly within Service Center, providing inbound Service Center reps with easily accessible reference materials during customer interactions. This helps minimize the risk of outdated information and reduce case handling time.

**Who can use this feature?**

* Business Admins — Browser
* [Creating Knowledge Base Documents](#Managing)
* Service Center Reps — Browser
* [Accessing Knowledge Base Documents](#Accessin)
* Users do not require an additional license

### Configuring Service  Center for Knowledge Base for

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Business Admins](#)

1. Ensure [Configuring Service Center](../SCConfig.htm) is complete.
2. Navigate to **Admin > Users & Groups > Permission Sets**.
3. Select the appropriate permission set.
4. Select **Tabs**.
5. Grant View permission to the **Knowledge Base** tab.
6. Navigate to **Admin > Configuration > Views > Knowledge Base**.
7. Select the edit icon.
8. Add the **All Internal Users** group to the Visible To field.
   ![](../../../Resources/Images/Service Center/KB/KBVisibility.png)
9. Select **Save**.

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Service Center Reps](#)

1. Ensure [Configuring Service Center](../SCConfig.htm) is complete.
2. Navigate to **Admin > Users & Groups > Permission Sets**.
3. Select the appropriate permission set.
4. Select **Tabs**.
5. Grant View permission to the **Knowledge Base** tab.
6. Navigate to **Admin > Users & Groups > Groups**.
7. Select the **All Internal Users** group.
8. Select the **Members** tab.
9. Add Service Center users, if not already included.
10. Navigate to **Admin > Configuration > Document Types**.
11. Confirm the system-granted Create and View access to All Internal Users at the document subtype level for Forms and Standard Operating Procedures.

### Managing Knowledge Base Documents as

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Business Admins and Service Center Reps](#)

1. Navigate to the **Knowledge Base** tab.
2. Select **Create**.
3. Upload the new Knowledge Base document’s source file.
4. Select the **Reference** type and the appropriate subtype.
   ![](../../../Resources/Images/Service Center/KB/KBUpload1.png)
5. Select **Next**.
6. Populate the required fields.
   ![](../../../Resources/Images/Service Center/KB/KBUpload2.png)
7. Select **Save**.

The following Vault document lifecycles and workflows apply:

* Approval - To approve a Knowledge Base document, set the document workflow state to Approved
* Expiration - To expire a Knowledge Base document, set the document workflow state to Obsolete

For more information, see [Lifecycles and Workflows](https://platform.veevavault.help/en/lr/70436/) on the Vault platform help site.

Service Center reps have visibility to Knowledge Base documents regardless of their lifecycle state.

#### Creating Custom Document Subtypes

Admins can create additional custom document subtypes using the Reference document type. Custom document subtypes must be added to the Knowledge Base View’s filter’s VQL criteria to be displayed in the Knowledge Base.

Business admins and reps can view all documents in the Knowledge Base tab regardless of their lifecycle state, for example, approved or expired.

### Accessing the Knowledge Base as

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Service Center Reps](#)

Service Center reps can access the Knowledge Base tab to search and preview reference documents during customer interactions, for example, Standard Operating Procedure documents and forms to consult.

To access the Knowledge Base:

1. Navigate to Service Center.
2. Select the **Knowledge Base** tab.

   If you are actively in an in-progress call, ensure you save your notes before navigating to the Knowledge Base tab. If you attempt to navigate away with unsaved changes, a warning prompt displays. You must manually navigate back to the Case tab to end your call and finalize case details.
3. Select the **Knowledge Base** view in the left-hand panel.
   ![](../../../Resources/Images/Service Center/KB/KBView.png)
4. Use the available filters and columns as needed, for example, Document Type, Subtype, and Product. The Knowledge Base view retains the user’ active filters and columns for future sessions.
5. Select a Knowledge Base document to view the document, and optionally, download the document.

![](../../../Resources/Images/Service Center/KB/KBDoc.png)

### Related Topics

[Service Center Overview](../SCOverview.htm)

[Using the Service Center Inbound Tab](../Inbound/SCInbound.htm)

[Fligthpath: Service Center Introduction](https://vaultcrmflightpath.veeva.com/doc/Content/ServiceCenter/1.Intro.htm)