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.
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Steps to Set Up Knowledge Base
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- 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.
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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.
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- Once you've entered the details, click the Next button to move to the next step.
Organize Articles with Categories
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- 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.
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- 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.
Note: You need to manage Knowledge Base permissions to do this. If you don’t have it, the button will be disabled and show a message: “You don’t have permission to perform this action. Please contact your admin." Learn more
Adding a Second Knowledge Base
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From the Article Listing Screen
- Click on the Knowledge Base Title at the top and then select Add New Knowledge Base.
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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.
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