Knowledge Base

The Knowledge Base provides a searchable library of articles, FAQs, and solutions for customer self-service and agent reference. This guide covers creating and managing knowledge content.

Overview

The Knowledge Base enables you to:

• Create help articles
• Organize by categories
• Enable customer self-service
• Reduce support tickets
• Share team knowledge
• Track article effectiveness

Accessing Knowledge Base

Navigate to Support → Knowledge Base to manage articles.

Understanding Knowledge Base

Content Types

Type	Description	Use Case
Article	Detailed how-to	Procedures
FAQ	Q&A format	Common questions
Guide	Step-by-step	Tutorials
Troubleshooting	Problem solutions	Issue resolution
Announcement	Updates/news	Communications

Article Status

Status	Description
Draft	Being written
Review	Awaiting approval
Published	Live and visible
Archived	Historical

Visibility Levels

Level	Access
Public	Anyone
Customers	Logged-in customers
Internal	Staff only
Restricted	Specific groups

Article Structure

Standard Format

Title: How to Reset Your Password

Category: Account Management
Tags: password, login, security

Summary:
Step-by-step guide to reset your account password.

Content:
[Detailed instructions with screenshots]

Related Articles:
- Two-Factor Authentication Setup
- Account Security Best Practices

How-To Guides

How to Create Articles

Creating New Article

1. Go to Knowledge Base → New Article
2. Enter details:

Field	Description
Title	Clear, descriptive
Category	Topic area
Summary	Brief overview
Content	Full article
Tags	Search keywords

3. Add media (images, videos)
4. Set visibility
5. Save as draft or publish

Writing Effective Articles

Title:

• Clear and specific
• Describes the topic
• Searchable keywords

Summary:

• 1-2 sentences
• What reader will learn
• Hooks interest

Content:

• Logical structure
• Step-by-step format
• Visual aids
• Examples

How to Organize Content

Category Structure

Knowledge Base
├── Getting Started
│   ├── Account Setup
│   ├── First Steps
│   └── Quick Start Guide
├── Features
│   ├── Dashboard
│   ├── Reports
│   └── Automation
├── Troubleshooting
│   ├── Common Issues
│   ├── Error Messages
│   └── Performance
└── FAQs
    ├── Billing
    ├── Technical
    └── General

Creating Categories

1. Go to Knowledge Base → Categories
2. Click New Category
3. Enter:
   • Name
   • Description
   • Parent (if subcategory)
   • Icon
4. Set display order
5. Save

Managing Hierarchy

• Drag to reorder
• Nest subcategories
• Set featured categories
• Archive unused

How to Write Effective Content

Article Template

# [Clear Title]

## Overview
Brief introduction to the topic.

## Prerequisites
What the reader needs before starting.

## Steps

### Step 1: [Action]
Description of what to do.

![Screenshot description](image-url)

### Step 2: [Action]
Continue with next steps.

## Tips
- Helpful hints
- Best practices

## Troubleshooting
Common issues and solutions.

## Related Articles
- [Link to related content]

Writing Guidelines

Do	Don't
Use clear language	Use jargon
Include visuals	Wall of text
Step-by-step format	Assume knowledge
Update regularly	Leave outdated
Test instructions	Skip verification

How to Manage Article Lifecycle

Draft to Published

1. Create Draft

   • Write content
   • Add media
   • Save draft

2. Review

   • Submit for review
   • Reviewer feedback
   • Make revisions

3. Publish

   • Approve article
   • Set visibility
   • Publish live

4. Maintain

   • Monitor feedback
   • Update as needed
   • Track metrics

Article Review Process

Author creates draft
    ↓
Submit for review
    ↓
Reviewer checks:
- Accuracy
- Clarity
- Completeness
    ↓
Approve or return for edits
    ↓
Publish

How to Optimize for Search

SEO Best Practices

• Descriptive titles
• Relevant keywords
• Clear summaries
• Proper headings
• Alt text for images

Tagging Strategy

Use tags for:

• Features mentioned
• Problem types
• User roles
• Product areas

Search Configuration

1. Go to Settings → Knowledge Base → Search
2. Configure:
   • Search fields
   • Weighting
   • Synonyms
   • Suggestions

How to Track Article Performance

Key Metrics

Metric	Description
Views	Times viewed
Unique Views	Unique visitors
Helpful Votes	Positive feedback
Search Rank	Search position
Ticket Deflection	Tickets avoided

Analytics Dashboard

View at a glance:

• Most viewed articles
• Most helpful articles
• Search terms
• Failed searches
• Feedback trends

Improving Content

Based on data:

• Update low-rated articles
• Create content for failed searches
• Expand popular topics
• Archive unused content

How to Enable Self-Service

Customer Portal Integration

1. Publish articles to portal
2. Configure search widget
3. Add suggested articles to tickets
4. Enable article feedback

Reducing Tickets

Strategies:

• Prominent KB placement
• Contextual suggestions
• Search before submit
• Related article links

Measuring Deflection

Ticket Deflection Rate =
(KB Views - Tickets Created) / KB Views × 100%

Target: >30% deflection

How to Manage Translations

Multi-Language Support

1. Go to Knowledge Base → Languages
2. Add supported languages
3. Set default language
4. Create translations

Translation Workflow

Original Article (English)
    ↓
Mark for translation
    ↓
Translator creates version
    ↓
Review translation
    ↓
Publish in target language

Advanced Features

Article Templates

Pre-built formats:

• How-to guide
• FAQ entry
• Troubleshooting
• Release notes

Version Control

Track changes:

• Version history
• Compare versions
• Rollback capability
• Change log

Content Scheduling

Plan publication:

• Schedule publish date
• Schedule archive date
• Seasonal content
• Time-based visibility

AI-Powered Features

Smart capabilities:

• Auto-suggestions
• Content recommendations
• Search enhancement
• Gap analysis

Best Practices

✍️ Writing

• Clear language
• Consistent style
• Regular updates
• User feedback

📁 Organization

• Logical categories
• Proper hierarchy
• Easy navigation
• Effective tagging

🔍 Findability

• Searchable content
• Good titles
• Proper keywords
• Cross-references

📊 Measurement

• Track metrics
• Gather feedback
• Continuous improvement
• Regular audits

Configuration

KB Settings

Navigate to Settings → Support → Knowledge Base:

• Categories - Topic structure
• Templates - Article formats
• Visibility - Access rules
• Search - Search config

Portal Settings

• Display - How KB appears
• Search - Search widget
• Feedback - Rating options
• Navigation - Menu structure

Workflow Settings

• Review Process - Approval workflow
• Notifications - Alert rules
• Scheduling - Auto-publish
• Archiving - Retention rules

Troubleshooting

Common Issues

Article not appearing

• Check publication status
• Verify visibility settings
• Review category assignment
• Clear cache

Search not finding article

• Verify keywords in content
• Check search configuration
• Review indexing status
• Add relevant tags

Images not displaying

• Verify upload successful
• Check image format
• Review file size
• Confirm permissions

Translation missing

• Check language enabled
• Verify translation exists
• Review visibility settings
• Confirm language detection

Next Steps

Learn about SLA Management to set and monitor service level agreements.