How do I merge related questions in the knowledge library?

Do you ever have a response that you would prefer to have linked to multiple questions? 


For example:
  • Where is your office located?
  • We have over 10,000 retail locations in every major metropolitan area.


You can now merge them together and the metadata that is related to those questions.

From a single record, you will see a Related (#) tab. Some questions will not have any related options, but as your knowledge library grows there are more chances for related content to occur.



The first step in this process is Questions. Here you can choose the final grouping of questions. If you want to undo your selections, press the "x" button to exit the Merge Knowledge Items pop-up modal. If there are questions that you would like to Delete, that no longer makes sense, you can Delete the question altogether from this screen (but be careful).



The second step in the process is the Response. You will have the ability to view the response and make any edits or additions you want before the merge is complete. 


The third step is Tags. You will be able to consolidate all the tags associated with the questions and response. You will also have the option to add any tags by pressing into the "add tag" then pressing enter once your tag is all typed out.
 


The final step is Details. You can set up a review cycle for this knowledge library record and choose a Reviewer, Review Date, and how often the record needs to be reviewed. Once you are finished select Done and the merge will be complete. 

After you click complete you will be able to see all the questions that were merged with the response. If you are satisfied with the merge click Save Knowledge


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