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Video tutorial
The Knowledge Base, your company's know-how that ECHO reads to answer questions, and the How-to Guide for every part of ECHOPS.
0:00 Intro 0:13 The Knowledge Base 0:27 What to write 0:40 Write an article 0:57 Add a file 1:15 A file's page 1:28 How ECHO uses it 1:45 The How-to Guide 2:02 Search the guide
This video covers two places to look things up. The Knowledge Base holds your company's own know-how, which ECHO reads to answer questions. The How-to Guide explains how each part of ECHOPS works.
Open Knowledge Base under Customers and team. Articles sit in categories, and you can search titles and words. Owners and admins add and edit articles; everyone on the team can read them.
Start with what people ask most: your estimate checklist, the warranty, the payment schedule, the products you install and what to say about them, and your cancellation policy.
Click Write an article. Give it a title and pick a category, like SOPs, Products or Policies, or type your own. Under What should ECHO know, write it the way you'd explain it to a new hire. Short paragraphs and lists read best. Click Add it.
Have it in a file already? Click Add a file and pick a PDF, a Word file, a photo or a text file. Add a title and any notes, then click Add it. Its words are read once, right then, and the file stays here for the team.
A file's page shows whether it was read. Open, download or Replace the file. Open What ECHO reads from it to see the words ECHO uses, and if it couldn't be read, click Read it again.
Ask ECHO about your policies from the top of any page. When the answer comes from an article, ECHO adds a numbered mark that links to it. On an article, Ask about it starts a question about it. Archive an article, and ECHO stops using it.
The How-to Guide is under Customers and team, and in your account menu as Help and guide. It covers the sections your menu shows. Pick one to see what it's for, its tabs, and its common jobs, step by step, with a button to open it.
Or type a question, like how do I receive an order. Each answer lists the steps, and Open it takes you there. The two-minute tour is linked at the top. You can also ask ECHO how to do something, and it answers with a button to the right page.
Write up the policies you find yourself explaining most often, so ECHO can answer them for your whole team. Next: Documents.
Filmed in ECHOPS with sample data.
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