How to Create Knowledge Base Article Follow

You can easily create and manage knowledge base articles for your team and customers, which helps you deliver faster and more effective support.

Topics Covered

• Steps to Create a Knowledge Base Article
• Save or Publish Your Article
• Additional Features

Steps to Create a Knowledge Base Article

• In the left sidebar, click Articles to view your knowledge base.

• If you have more than one knowledge base, choose the one you want to add the article to.
• Click New on the article list page to begin drafting your article.

Fill in the Article Details

Once inside the editor, here’s what you’ll need to complete:

• Language: Default is English or your main KB language. If multiple languages are available, you can choose one.

• Title: Enter a clear title (max 150 characters).

• Body: Add your content using the rich text editor. You can format text, add links, images, code blocks, tables, and more (max 3000 characters).

• Slug: The article’s URL, auto-generated from the title. You can edit it—just make sure it’s unique and valid.

• Category: Pick an existing category or create a new one to organize your article.

• Owner: By default, you’ll be listed as the author, but you can assign it to someone else.

• Visibility: Decide who can see this article:

  • Public – Visible to everyone, including customers

  • Internal – Only your team can view it

  • Restricted – Limit access based on specific contact rules (must set at least one rule)

• AI Settings: If Sandy AI is enabled, the article can be used to respond to visitor questions or assist your team with replies.

• SEO Settings: Add a title and meta description (up to 150 characters) to help your article appear in search results.

• Tags: You can add searchable keywords to make your article easier to find.

• Attachments: Upload up to 10 files (max 20MB each) in supported formats like PDF, DOCX, PPT, XLS, CSV, and more.

• Allow Comments: Let logged-in users leave comments. If not logged in, they’ll be asked to enter their email.

Save or Publish Your Article

• Save as Draft: Use this if you’re not ready to publish yet. Title and body are required to save.

• Publish: Make the article live once all required fields are filled in.

Additional Features

• Version History: Every save or publish creates a new version. You can restore previous versions anytime.

• Sandy AI Integration: Published articles automatically update Sandy AI’s knowledge base (if enabled).

• Permissions: Only users with the right permissions can create, edit, or publish articles.