You can create a knowledge base library for your customers, providing them with instructions and informational articles that can enhance their understanding of IT basics, and perhaps enable them to handle some routine tasks themselves.
Once the knowledge base library is in place, your customers can log in from their Customer Portal and access the content. Please note that published articles are viewable by all customers. There is also the option of setting up customized knowledge base libraries per customer. Additionally, there is the option to set articles to 'private' if you'd only like them to be visible to your technicians.
This article describes how to:
Set Up a Knowledge Base Library
You can create a knowledge base library that can be viewed by all your customers.
To set up:
| 1. From the left-hand panel click Admin. |
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2. Then click Knowledge Base.
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| The Knowledge Base Admin page appears. |
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Categories: Category is the top level of the hierarchy (e.g. FAQ).
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| Sections: Section is the next level down in the hierarchy structure (e.g. Printer FAQs). |
| Articles: Article is the lowest level category and contains the content of your article (e.g. Setting up a printer in Windows 10). |
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3. To add a Category, enter the Category Title and Category Description.
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| 4. Then click Create. |
| 5. To create a new section, click the Sections panel. |
| The Sections page appears. |
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6. Enter the Section details
- Category
- Section Title: You can enter the name or select from products with the dropdown menu
- Category Description
- Set this Section only for private use: Click this checkbox to allow Technicians only to view this Section.
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| 7. Click Create. |
| 8. To create new articles click on the Articles panel. |
| The Articles page appears. |
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9. Enter the Article details:
- Display in Section
- Article Title
- Article Content
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10. Click Create.
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Note: You can optionally:
- Set Priority
- Set Status
- Add Keywords (Adding relevant keywords can help customers more easily find the help article they're looking for.)
- Add Attachments
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An Article Successfully Created message appears.
Note: Knowledge Base articles can also be created directly from the Knowledge Base page.
Edit Knowledge Base Articles
Existing articles can also be edited.
To edit:
1. From Knowledge Base, on the side panel, locate and click the article you wish to edit.
The article appears.
2. Click the Edit button to begin editing the article.
3. After you've made the desired changes, click Update to save your changes.
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Search for Knowledge Base Articles
You and your customers can search for specific knowledge base articles (from within Atera or the Customer Portal).
To search:
Enter the full or partial name of the article or the #keyword, then click Enter.
Help Center
Ilana Wolf