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Knowledge Base

The knowledge base holds your company's internal articles β€” product information, procedures and answers to common questions. Use it to look things up while you talk to a customer, and, if your rights allow it, to write and update articles yourself. Open it from Knowledge base in the main menu.

Info

To use the knowledge base you need the module enabled in your access, and which folders you can read, create, edit or delete articles in is set in your rights (Knowledge base folders). If you can't see a folder or can't edit an article, ask your administrator.

Article List

Article list with numbered folders, subfolders, filters, bulk actions and article actions

  1. Your article folders.
  2. Your article subfolders.
  3. Filter your articles.
  4. Show only your favourite articles.
  5. Clear the filter and selection.
  6. Bulk change the selected articles.
  7. Bulk delete the selected articles.
  8. Create a new article.
  9. Export the selected articles.
  10. Import new articles.
  11. Open the article details.
  12. Add the article to your favourites.
  13. Clone the article.
  14. Delete the article.

Create a New Article

To create a new article, click Add new at the top of your article list. The Create article page opens.

Create article page with numbered fields for title, folder, published flag, tags, description and body

Fields marked with an exclamation mark are mandatory.

  1. Article title.
  2. The folder the article is stored in.
  3. Published. If the article is published, users who can read the folder can see it. If not, only users who can edit the folder can see it.
  4. Tags (key words). You can use them to filter articles later.
  5. A short description.
  6. The body of the article. Use rich text formatting and pictures to make your article easy to read. The toolbar also includes a Code Snippet button for inserting syntax-highlighted code blocks β€” pick a programming language (for example JavaScript, Python or SQL) from the dropdown, ideal for technical or developer-facing articles. Add phone number (tel:) and email (mailto:) links so agents can bring up a list of actions by hovering over them.

Article body with a phone number link

List of actions shown when hovering over a phone number link in an article

Article Details

Click the article title in the article list to open its details.

  • Traffic β€” a list of users who have opened the article. You need edit rights to the folder to see it.
  • History β€” the article's change history.
  • Edit β€” edit the article.
  • Comment β€” add a comment, with attachments if you need. Users who can edit the folder get a notification.
  • Attachments β€” the article's attachments. Users whose access grants Delete attachments can delete them. Use the Scroll to activity button to jump to the comment an attachment came from and download it there.

Use Articles During an Activity

If your administrator has added the Articles widget to your queue, you can read articles right beside a call or chat, without leaving the activity. See Articles Widget.

For administrators

Folders, folder rights and tags are set up in Knowledge Base Settings: rights are set on a main folder for user rights, and subfolders inherit them. To show articles to agents during activities, add the Articles widget to the queue's widget scheme and choose which folders it displays.

What Next

  • Activity widgets β€” the widgets beside a call or chat, including the Articles widget.
  • Webchat β€” send answers from articles to customers.
  • Tickets β€” create an article from a ticket activity.