The whole Knowledge Base process seems be dysfunctional.
Problem
Clicking/Tapping a KB Article while entering a Request opens a new tab. After reading the article, you are not taken back to the original Request tab but back to the Portal to choose a Request type and must retype your request.
Steps to recreate the issue.
- Customer chooses a request type and enters their request/question into Summary.
- If a single word appears in the KB article, three will be presented as results.
- Clicking/Tapping the KB will open that article in a new tab.
- This is where the problem begins.
- If the article does not help the customer, at the bottom, past the Yes/No feedback, there is another link "Need to raise a request? Contact us."
- The customer will be taken to all Project request types to choose the request type again and type their request/question again.
- After re-retyping their request/question and submitting, they may close their tab only to see that their original typed request/question is still in an open tab.
Possible solutions are:
- to not open a new tab when the user clicks/taps an KB article.
- Keep in all in the same tab
- clicking/tapping "Need to raise a request? Contact us." at the bottom of the KB article in the new tab, closes the new tab showing the previous tab with the original typed request/ question.
- Customer can then choose to click/tap a second KB or rephrase his question.
The current way it works just cause frustration and confusion.
Anyone else having this issue?
