You must access Online Help from your system to be automatically logged in and given access to content. You can go to Online Help from your Fuze Suite internal pages by clicking on the ? icons adjacent to buttons, fields, or links or by clicking the HELP link in the top, center of the page.

Selecting this option will limit report results to only include incidents that were created via a web form or email channels. All other methods of incident creation, such as the Add Incident page (when Source is other than web or email) and QuickCapture pages will be excluded from the report. This option can help to filter out incidents whose response times as recorded in the system are not an actual reflection of how long the incident took to handle, such as incidents that were handled over   More...

This is a helpful report to run to see the overall knowledge base structure and usage of topics. You can choose to see usage by Group, too, which in turn helps you determine the appropriate Fast Path buttons for a Group's Home Pages (see related links). By default, the report includes: Topic, Rank, Total Items, Total Views, Public Items, Views By External Users, Private Items, and Views By Internal Users In addition, the Select Fields link lets you choose which fields to show in the r  More...

This report shows a list of Knowledge Items that may contain broken links. All items in the knowledge base are scanned for broken links once a week each Sunday. You can filter the report by KB topic and by status. There's even an export option for viewing or sorting in Excel. How to hide links you've confirmed are working Run the report with Include links previously marked as false positives unchecked, and it will present you with the option to hide broken links that you no longer   More...

Selecting this report option will cause the report to include records in which the response time is 0. Incidents that will have a response time of zero include: Incidents that originate from email (ingested by the system) that are declared as SPAM by staff Incidents that were manually captured by staff in the system (for things like phone conversations) and immediately closed Incidents that are opened and closed entirely during business hours.

Automated Reports are a way for you to schedule regularly accessed reports to be emailed to recipients at a specified frequency.

Access is restricted to customers using the Fuze Suite You cannot log into this system directly since you are automatically registered and logged into this system from within your own instance of the Fuze Suite. To gain access to Online Help, log into your company's internal side of the Fuze Suite and click on any of the ? s adjacent to fields, buttons, or links or click the HELP link in the top center of all pages.