Create and Organize Knowledge Base Follow

Creating a knowledge base is essential to organizing and managing articles efficiently for internal or external users. By setting up a knowledge base, you can customize the appearance, organize articles by categories, and set up multi-lingual support.

Topics Covered

• Steps to Set Up Knowledge Base
• Adding a Second Knowledge Base

Steps to Set Up Knowledge Base

• • Navigate to Setup from the profile icon
  • Click on Library 
  • Select Knowledge Base

• If there is no knowledge base created, you will land on the knowledge base’s landing page.
• If there’s an existing knowledge base, follow the steps to proceed further.

Create Knowledge Base

• Click on the “Setup Knowledge Base” button.

• Enter Details in the Knowledge Base Creation Wizard

  • Knowledge Base Title: Enter a unique name for the knowledge base visible within the system and to external visitors.
  • Brand: Select a brand associated with the knowledge base. The style, theme, and colors will be copied from the brand guide.
  • Primary Language: Select the primary/default language for the knowledge base. Default: English.
  • Favicon: Upload an optional favicon for the knowledge base. The favicon will be displayed when the knowledge base URL is shared.
  • Internationalization: If you want to support multiple languages, enable internationalization and add the languages you plan to support. This will allow article translations in the selected languages.

• • Once you've entered the details, click the Next button to move to the next step.

Organize Articles with Categories

• • You can organize your articles using predefined categories like Getting Started, FAQs, Troubleshooting, General, and others.
  • Categories are displayed in the selected primary language, and their translated labels will be automatically created for added languages.

• • Click on the Save button to create the knowledge base. On success, an alert message will appear: “Your knowledge base is ready. Start adding your articles!”
• The knowledge base will be created with a default layout and colors. You can customize it further in the knowledge base settings.
• After the knowledge base is set up, click the “Create Your First Article” button to start adding articles.

Adding a Second Knowledge Base

• From the Article Listing Screen
  • Click on the Knowledge Base Title at the top and then select Add New Knowledge Base.

• From the Setup Screen
  • Go to Setup 
  • Click on Library 
  • Select Knowledge Base
  • Click on the Knowledge Base Title dropdown and select Add New Knowledge Base.