Form Driven Knowledge Base

[mabraham77]

Hello,

I am looking for an open source solution that would allow me to create an internal knowledge base for our customer service team. I've looked at Wikis and some CRM solutions, but I can't seem to find what I need. I stumbled across phpMyFAQ during that search.

What I want to do is be able to populate the knowledge base using forms. I want to capture and maintain information in a standardized way. For instance, our customer service team wants to document certain characteristics and FAQs on the customers we service so that all representatives can reference it without having to ask the same questions over and over again. In the ideal case, the customer service reps would go to the knowledge base, search for the customer they wanted the information on, and then receive a knowledge base article on that customer with a variety of different types of information - a table of key contacts, notes on the client, any relevant documents, FAQs with answers, etc. Furthermore, when a customer service rep creates a knowledge base article, I'd like for them to input these values through a form (with text fields, drop down boxes, data pickers, etc.).

I came close to accomplishing this with MediaWiki and the Semantic Forms add-on, however, arrays of information are not so well supported (for instance, listing multiple contacts under one customer article). I suspect this is because wikis are essentially 'flat' in terms of data structure.

Can phpMyAdmin be easily configured to do this? If so, how?

Thanks in advance.

[Thorsten]

Hi,

it won't work with phpMyFAQ neither, you'd have to "hack" a lot of functionality into the current system...

bye
Thorsten

[mabraham77]

Thank you!