How do I add and amend knowledge articles on my system?

The system allows you to configure knowledge articles. These can be used in a variety of ways, depending on your organisation's needs. Articles can be configured for administrators as they handle and process requests. Articles can also be configured for customers so that they can search for information related to their queries.

What steps do I need to follow to configure knowledge articles?

1. Go into Administration > Knowledge. From here, you can create/edit articles, create sections for your articles (similar to form categories), and adjust knowledge settings.

Click on Sections.

2. The following screen should appear, along with any pre-existing sections. You can amend these by clicking on the   icon.

Click on  Add  to start adding a new section.

3. The following will appear. Give the section a Name, and confirm whether or not it should appear when searched for. Configuring appropriate access is recommended. If you want to configure specific icons or thumbnails for this section, you will need the URL for the icons/images in question.

Click on  Add  to apply the changes.

4. Go into Administration > Knowledge > Articles to start adding knowledge articles. 

You will be brought to the following screen. Any pre-existing articles will be displayed here, where you can edit and view them.

NOTE: The View Feature is currently only in demo and will be implemented into the next upgrade.

You can Import knowledge articles using a CSV file, or Add one manually.

5. By clicking on  Add  you will be brought to the following screen. Give your new article a Title, configure the access, and choose if this article should be published or not.

The Keywords field is used for knowledge base searches. When you type one or more keywords into a knowledge search field, the article will appear for selection.

Under the Article Section, click on  Select  to bring up a pop-up. Choose the relevant sections to assign this article under, and click on  Apply .

6. Scroll down the page to reach the Content region. This is where you can configure the content of the article itself.

7. If you scroll further down the page, you will see the Service Request Form region. By assigning specific forms to this article, you will be able to bring them up within service requests submitted using those forms.

8. Scroll back up the page and click on Add.

9. Scroll to the bottom of the page, where a new Document region is available. From here, you can add any relevant documents or other files that apply to this knowledge article. This allows for easy access when searching for those articles.

In order to select the correct Document Type, you will need to have configured this within Administration > Data > Document Types, and set the type as "Article".

10. Save any changes you have made.

11. Go into Administration > Knowledge > Settings to view the following. A URL to your organisation's knowledge base is provided so that customers can view articles as well, based on the access configurations made.

12. You can now search for the article you have created throughout the system, where the "Knowledge Search" field is available. For example, within Contact Centre.

13. Click on the article, and the following pop-up will appear with the relevant information.