Now you have the ability to merge Knowledge Base records from the Bulk Action list. This will help you tie multiple records to a single response to minimize and manage duplicate records. For this example, if you are asked
1. Where are you located?
2. Where is your corporate office?
3. Do you have an office located in the United States?
Select the records you want to merge click the drop down on "Bulk Actions" and then select "Merge Records."
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 for your Knowledge Base, 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 clicking "add tag" then pressing enter once your tag is typed out.
The final step is Details. You can set up a review cycle for this Knowledge Base 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 Done 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.
Below is a short video to show you the flow of how to merge Knowledge Base records in RFP360.