You can use Knowledgebase articles to provide help guides, how-to information, FAQ answers - any information that you want Users to be able to look up for themselves.

To create an article from scratch:

1. Select the Article option from the New dropdown menu in the Agent interface.

1. A New Article tab will open in the content panel.

1. You will then need to populate the required elements:

• Article title

• Category

• Language

• Content

Note

Each article also needs to be assigned to a brand. It will be assigned to the default brand as standard but if you are using multi brand and would like to change this you can do so by clicking on the round icon in the breadcrumbs:

1. There are also a number of optional fields you can populate:

• Review date - article will be moved to Requires Review option in review date so agents can check it is still correct.

• Search Words - will move the article to the top of the Help Center search when the specified word is searched.

• Attachments - click the Add button to attach a file (note you cannot use drag and drop for articles)

• Knowledgebase Fields - Specify a field value (fields are defiend by your Admins).

• Labels - Labels can be used to group articles together. If a User clicks on the label in the Help Center, all articles with that label added will be displayed.

1. Once you've completed updating your article you'll need to choose the Status the article should have when you save it.

• Published - the article will be visible to users on the Help Center.

• Unpublished - the article will not be visible to Users on the Help Center.

• Draft - the article will not be visible to Users on the Help Center. It will be visible in the 'My drafts' and 'All drafts' filters in the Agent naviagation panel so it will be easy to access for Agents so they can continue to work on the article.

• Pending - the article will not be visible to Users on the Help Center. It will be visible in the 'Pending' filter in the Agent navigation panel so will be easy to access for other Agents to review and publish.

• Archived -The article will not be visible directly from navigating the Help Center. However if a User has the URL for the article they will still be able to access it directly through that.

1. Click Create Article to save the article with your chosen status.

Managing Articles

Deleting

You can delete articles by opening the article editor and clicking on the three dots in the top right of the article:

Simply select delete and you will see a warning asking if you are sure. Select delete again to remove the article.

Download as a PDF

To download the article as a PDF again head to the editor and select the three dots in the top right.

Select download as PDF.

Managing Outdated Articles

You should make sure to review your Knowledgebase regularly and update articles.

Some Knowledgebase articles will eventually become obsolete: for example, because they’re about a product that hasn’t been available for a long time, or they explain how to solve a problem that doesn’t happen any more.

It’s best not to have obsolete articles visible in your Knowledgebase. It makes it seem as if your content is not being updated regularly, as well as making it harder to find articles that are more likely to be relevant. On the other hand, there may still be Users who want to read an ‘obsolete’ article - for example, die-hard Users of an old product who don’t want to upgrade.

There are several ways to deal with outdated articles:

1. You could simply delete them. The disadvantage is that if there are still a few Users who want the information, they won’t be able to access it.

2. You could set them to archived status. This means they are not shown when browsing the Knowledgebase by categories, but they are still accessible if a User goes to the exact URL. So if a few Users still need to refer to the information, it’s still available - provided they’ve bookmarked it or asked one of your Agents.

3. You could create a category just for outdated articles and move them there (perhaps arranged into subcategories). Moving an article into a different category does not change its URL. This approach makes it clear that you are updating your Knowledgebase, and also makes it easy for those Users who do still need the obsolete content to find it.

If you are using approach 2 or 3, you could also edit obsolete articles to add a disclaimer saying that they relate to an older product/issue, perhaps with a link to more up to date articles on a similar issue.

Statuses

Your published content can have different statuses applied to it, which will dictate who can view it or it's behavior on the Help Center.

Knowledgebase Articles can have 5 different statuses:

• Archived - The archived state means that the content is not visible on the Help Center, but anyone with the URL slug will be able to access the article.

• Draft - Draft status lets you create an article without it being visible to end-users via the Help Center, this is useful if you want to make further edits before publishing.

• Pending - The pending state is for articles that require approval from another agent before they can be published.

• Published - Published articles are live and visible on your Help Center, Users and Agents will be able to search for and find this content if they have the necessary permissions.

• Unpublished - The unpublished state removes an article from the Help Center so it can only be viewed from the Agent Interface.

Note

When you're looking at your articles in table view you can see the status from the colored dot which represents its status:

In this example: 'Are you having trouble with payments?' is Published 'How to submit a meter reading' is Pending 'How to read my meter' is a Draft 'How to reset my password' is Unpublished