Set up a customer-facing Knowledge Base

You can create a knowledge base center 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 library is in place, your customers can log in from their Customer Portal to access the content.

Notes

Published articles are visible to all customers. You can set articles to 'internal use only' so only your technicians can view them, or create customer specific categories
To search using keywords, you have to use a "#" before entering the keyword.

Set up a Knowledge Base center

The knowledge base is divided into 3 tabs:

Categories: Categories are the top level of the hierarchy (e.g., FAQ).
Sections: Sections are sub-divisions within the categories. (e.g., Printer FAQs).
Articles: Articles are displayed within the sections. (e.g., Setting up a printer in Windows 10).

Note: Knowledge Base articles can also be created directly from the Knowledge Base page.

Add category

To add a category:

From Admin (on the sidebar), go to Customer service > Knowledge base.

The Knowledge base page appears.

2. Go to the Categories tab.

2. Enter the Category title and add a description. Then click Create.

Add customer-specific category

When creating or editing a category, you can choose to make it viewable by specific customers. This means that all articles and sections under the category will only be visible to the end-users of those specific customers.

To make categories for specific customers:

From Admin (on the sidebar), go to Customer service > Knowledge base.

The Knowledge base page appears.

2. Go to the Categories tab.

3. Click Add Customers at the bottom of the Category page.

The Select customer window appears.

4. Select which customers will have access to the category. Then click Apply.

Only the customers you selected will have access to the category, along with all sections and articles within it.

Add section

To add a section within a category:

From Admin (on the sidebar), go to Customer service > Knowledge base.

The Knowledge base page appears.

2. Go to the Sections tab.

3. Select a category from the Category dropdown list.

4. Create a Section title or click Select from products.

5. Add a section description. Then click Create.

Manually create article

You can create articles to your customer-facing knowledge base manually, or you can automatically create articles based on tickets using the AI article generator.

To add an article manually:

From Admin (on the sidebar), go to Customer service > Knowledge base.

The Knowledge base page appears.

2. Go to the Articles tab.

3. Select a section from the Display in section dropdown list.

4. Enter the Article title.

5. Optional: Select the priority (Low, Medium, or High), the status (Active, Draft, Outdated), and add any keywords.

Note: Articles appear in order based on priority from low, medium, to high.

6. Enter the article content.

Note: If you want to create an internal article for your technicians, check the For internal use only checkbox.

Then click Create.

The article is created and will appear in the selected section.

Create an AI-generated article from a ticket

In addition to manually creating a knowledge base article, you can generate an article directly from a ticket conversation. It's a simple and quick way to build a resource for common and complex questions, saving time searching for solutions in the future. Learn more about how to create an AI-generated article from a ticket