Agents with appropriate permissions can add and edit articles in the knowledge base.
To add an article to the knowledge base:
1) Go to the “Knowledge Base Management” menu and click the “Add Article” button:
2) Fill the article with the desired content.
Use the article editor toolbar to customize formatting options or add links, images or tables:
Or edit the HTML source code by clicking the “Source Code” button at the end of the editor toolbar.
3) Specify access to the article:
- Public - the article is available for display to all users, including unauthorized users. Works if the public knowledge base is enabled in the Global Settings menu.
- End users - display only to authorized users;
- Agents - display only to employees (i.e. users with the “employee” permission type).
4) Select at least one category to which the article should belong, as well as its icon.
5) When a new article is created, the “Show only to me” toggle switch is automatically set in it - in this case the article is visible only to its author, so we recommend using this setting for editing drafts, and after the article is written and edited the toggle switch can be turned off.
Employees can also use this setting to store important information that needs to be hidden from others:
5) Advanced article settings:
- Creation date. It can be used to sort articles in a category (so called sorting by creation date);
- Number of views. The number of views determines the position of the article in the “Popular articles” section and in the search;
- Pin an article in the list. A pinned article will always be at the top of the list of articles and will have a corresponding icon next to it.
6) The knowledge base is searched by tags, content and title of the article. If there is only one search result, you will be automatically redirected to the article. In other cases the system will offer to select an article from the list.
7) Save the article and click on the “Go to Article” button to see how it will display on the user side: