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Knowledge Base

Knowledge base center is a great tool to decrease your workload significantly. Customer can access the support portal and read your published articles. You can create public and private articles with quick access to known questions / manuals.

To manage knowledge base, follow the steps given below.

1.  Navigate to Admin > Custom Facing > Knowledge Base.

The Knowledge Base page will be displayed.

Categories

1.  In the Categories section, click New Category.

2.  Enter the title of the category in the Category Title text entry box.
3.  Enter the description of the category in the Category Description text entry box.
4.  Click Create.

The new category for the knowledge base is created.

5.  To edit category, select the name of the category from the Edit Category drop down list.

The selected category will be displayed in edit mode.

6.  The selected category will be updated.Make the necessary changes and click Update.

7.  To delete a category, select the category from the Edit Category drop down list.

8.  Click Delete.

The message box asking you to confirm the deletion of the selected category will be displayed.

9.  Click Yes.

The selected category will be deleted.

 

Sections

1.  In the Knowledge Base section, navigate to Sections.


2.  Click New Section.

3.  Select the category for which you want to add a section from the Category drop down list.

4.  In the Section Title field, if you want to enter the title name manually, click on Enter Title Name or if you want to select title from products, click on Select from Products.

5.  In the example here, Enter Title Name is selected.

6.  Enter the name of the title in the text entry box.

7.  Enter the description of the category in the Category Description text entry box.

8.  Specify whether you wish to set this section only for private use or not by checking or un-checking the box in the Set This Section Only for Private Use

9.  Click Create.

The new section will be added to the selected category.

10.  To edit section, select the name of the section you want to edit from the Edit Section drop down list.

The selected section will be displayed in edit mode.

11.  Make the necessary changes and click Update.

The selected section will be updated.

12.  To delete a section, select it from the Edit Section drop down list.

13.  Click Delete.

The message box asking you to confirm the deletion of the selected section will be displayed.

14.  Click Yes.

The selected section will be deleted.

 

Articles

1.  In the Knowledge Base section, navigate to Articles.

2.  Click New Article.

3.  Select the section for which you want to add an article from the Display in Section drop down list.

4.  Enter the title of the article in the Article Title text entry box.

5.  Select the priority of the article from the Priority drop down list. The available options are Low Medium and High.

6.  Select the status of the article from the Status drop down list. The available options are Active, Draft and Outdated.

7.  Enter the keywords related to the article in the Keywords text entry box.

8.  Enter the content for the article in the Article Content text entry box.

9.  In the Attachments field, click Choose Files to add related documents.

The standard Open dialog will be displayed.

10.  Select the attachment file and click Open.

The selected file will be added.

11.  Specify whether you wish to set this article only for private use or not by checking or un-checking the box in the Set This Article Only for Private Use

12.  Click Create.

The new article will be added to the selected section.

13.  To edit article, select the name of the article from the Edit Article drop down list.

The selected article will be displayed in edit mode.Make the necessary changes and click Update.

The selected article will be updated.

14.  To delete an article, select it from the Edit Article drop down list.

15.  Click Delete.

The message box asking you to confirm the deletion of the selected article will be displayed.

16.  Click Yes.

The selected article will be deleted.

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