Knowledge Base
The knowledge base holds articles for staff and for customers.
Reading articles
Agents, KB editors and viewers open Knowledge Base to a searchable list. Filter by Category and Status (Published by default), sort by date, title, most viewed or most helpful, or tick Featured Only. Click an article to read it. At the bottom, answer Was this article helpful? with Yes or No.
Managing articles
Super admins land on the management view; other editors reach it through Manage Articles. It lists every article with its category, status, visibility, author and last update, with filters for status, category and visibility.
Row actions: edit, Publish or Unpublish, and Delete (with confirmation).
Manage Categories opens a list of categories with + Add Category. A category has a name, an optional description and parent category, and a visibility: Public, or Specific customers with the customers chosen. Only those customers see a company-specific category in their portal.
The article editor
New Article opens a full editor: a title field, a rich-text toolbar (headings, bold, italic, underline, strikethrough, highlight, lists, blockquote, code block, alignment, links, images, horizontal rule, undo and redo, fullscreen) and a word count.
The sidebar holds Save and the article's settings:
- Status. Draft, Published or Archived.
- Visibility. Public, Internal (Staff Only), or Company Specific with a company picker.
- Category. Type to search, or type a new name to create one.
- Tags, Slug (the article's web address, generated from the title if left blank) and Excerpt.
Insert Image opens the media library, where you can upload images or pick an existing one. When editing an existing article, a View / Edit toggle shows a rendered preview.