Knowledge Base Settings¶
The knowledge base holds internal articles β product information, procedures, answers to common questions β that agents can read while they work. You organise articles into folders, which also decide who can read and edit them, and label them with tags so they are easy to find. The knowledge base does not hold customer data; for that, see How Customer Data Works.
How agents use the articles is described in Knowledge Base.
Folder Set up¶
Go to Settings β Knowledge base β Folders to set up your folders. Use folders to manage who can create, read, edit and delete which articles. You can create subfolders by clicking on a folder and pulling it under another folder. For the automatic unwrap submenu, check the box in the main folder. Save the folder structure, then click the admin symbol of a main folder to choose which user rights may create, read, update or delete its articles. Subfolders inherit the rights of their main folder β to give a subfolder its own rights, make it a main folder. You can also set this in the user rights themselves: Settings β Users β Rights β Knowledge base folders tab. To create, update or delete articles, users also need those actions enabled in their access.
Warning
Users with edit rights will receive a notification when someone comments on an article.
Tag Set up¶
Set up tags that can be used as key words to help users find your article. Go to Settings β Knowledge base β Tags and click Add new. Enter your tag Title and click Save.
Next Steps¶
To show articles to agents while they handle an activity, add the Articles widget to the queue's widget scheme and choose which folders it displays.