How do I merge knowledge library records?

You have the ability to merge knowledge library records individually, through the related tab, or through the bulk actions list. This will help you tie multiple records to a single response to minimize and manage duplicate records. For example, issuers may ask you different phrased questions, yet they all have the same answer.

Follow the steps below or watch this video:

Individually Merge Records

Within a specific record, you have the ability to add Questions manually to the record itself.
You can also toggle to the related tab to see similar questions and merge in bulk or individually. You can select all or check the records you would like to merge.
Bulk Merge Records

Another way you can merge multiple records is to select the Bulk Actions list and choose “Merge Records”

2 GIF .gif
Merge Action Instructions

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 library, 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 responses. 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.

Was this article helpful?

0 out of 0 found this helpful

Have more questions? Submit a request