Day 2

Question 1

What is a ‘Knowledge-base’

Answer 1

Plase where clients and employees can go to find information for ‘How to’ and ‘errors’

Question 2

What 3 ways can knowledge be shared in Knowledge-base?

Answer 2

• User Guides
• Videos
• Articles

Question 3

3 Ways to ‘pay it forward’

Answer 3

1. Link
2. Create
3. Update

Question 4

When should you create a new article, when you cant find the information online?

Answer 4

While on the phone (All about timing).

Question 5

What is a Customer Voice?

Answer 5

To put the information in the knowledge base article in the words of the customer, use the words the customer would use.

Question 6

How do I capture the customer voice in KB?

Answer 6

Listen carefully and write it down. Capture the ‘essence’ of the issue.

Question 7

How to write a knowledge-base Article? (Steps)

Answer 7

1. Title
2. Description
3. Steps to advance
4. Answer

Question 8

What is E Tapestry

Answer 8

Powerful tool to manage fundraising in one place

Question 9

What are the 4 things in the Etap data base gives you?

Answer 9

Supporters
Donations
Events
Communication Efforts

Question 10

What is CRM?

Answer 10

Constituent Relationship Managment