Formatting Knowledge Base Articles Follow

Topics Covered

• Steps to Format a Knowledge Base Article
• Format the Article Details
• Save or Publish Your Changes

Steps to Format a Knowledge Base Article

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

• Find the article you want to format. Hover over it and select Edit from the action menu, or click the article’s title to open it in the editor.

• If you’re creating a new article, click New or Create Your First Article to start in the editor.

Format the Article Details

You’ll use the article editor’s toolbar to format your content. Here’s what you can do:

• Text Formatting:

  • Apply heading styles (H1, H2, H3, H4, Paragraph) for titles and sections.

  • Use bold, italics, underline, or strikethrough to emphasize text.

  • Change text or background color, add subscript/superscript, or insert emojis.

  • Clear all formatting from selected text.

• Paragraph Formatting:

  • Align text left, right, center, or justified.

  • Create bulleted lists (default, circle, disc, square) or numbered lists (default, lower alpha, lower greek, lower roman, upper alpha, upper roman).

• Lists:

  • To start a bulleted list, type a dash (-) or asterisk (*) and a space at the start of a line.

  • To start a numbered list, type “1.” and a space, then keep typing.

  • Press Tab to nest a list item; press Enter twice to end the list.

• Links:

  • Select text, place your cursor, and click the link icon to add a hyperlink.

  • Link to a URL (e.g., https://salesmate.io/, include full URL to avoid broken links).

  • Link to a heading in the current article using the Heading tab.

  • Link to another knowledge base article using the Article tab (recommended for multi-language Knowledge Base).

  • Choose whether the link opens in a new tab.

  • Links will auto-update if an article’s title or domain changes.

• Anchor Links:

  • Hover over a heading (H1, H2, H3, H4) in the editor or article detail page to see a “Copy anchor link” button.

  • Click to copy a link to that section, which you can paste in your product, website, other articles, or messages.

  • The link stays valid if the heading text changes and works across all languages, but changes if you move the heading.

• Images:

  • You can click the image icon to upload or insert an image and set height and width in pixels, add alt text for accessibility, or embed a URL for clickable images.

  • You can also align images left, center, or right, or wrap them with text for inline use.

• Videos: Click the video icon and enter a URL from supported providers (e.g., YouTube, Vimeo, Loom, Wistia, Vidyard, Microsoft Stream) and even add alt text for accessibility.

• Tables:

  • Click the table icon to create a table and set rows and columns.

  • Enter data, double-click cells to style, or resize columns with the drag handle.

  • Merge cells or delete the table (this removes all content in the table).

• Callouts: Select text or place your cursor, then add callout boxes for notes, alerts, tips, or danger alerts. You can change the callout’s background color, align it (left, right, center), or remove it.

• Buttons:

  • Add a clickable button with text and a URL to redirect users.

  • Choose primary or secondary button type (color from brand settings; primary is default).

  • Change button color with a hex code.

• Separators: Add a horizontal line (solid, dashed, or dotted; solid by default) and even set the line’s color with a hex code.

• Collapsible Sections: With this, you can add sections that users can expand or collapse.

• Code Blocks: Here, you can insert and format code snippets for technical content.

• Sandy AI: You can also use Sandy AI for smart suggestions to improve your article.

• Undo/Redo: These will Undo the last change or Redo a reverted change.

• File Attachments: You can add file attachments (e.g., .pdf, .docx) from the left panel. They appear at the bottom of the article.

Save or Publish Your Changes

• Save as Draft: Click Save to keep formatting changes without publishing. You don’t need to fill all fields, but Title and Body are required, or you’ll see “An Article must have a title and body.”

• Publish: Click Publish to make the formatted article live. This is only available when all required fields are filled and you have publish permission.

• Preview: Preview the article to check your formatting before saving or publishing.