How to Publish Knowledge Base Article Follow

Publishing an article makes it accessible based on its visibility settings.

Topics Covered

• Validations Before Publishing:
• How to Publish an Article
• What Happens When You Publish an Article

Validations Before Publishing

Before publishing, ensure the following validations are met:

• Title: Must be unique, non-empty, and under 150 characters.
• Body: Must contain content
• Category: At least one category must be selected.
• Visibility: Set to "Public," "Internal," or "Restricted."

How to Publish an Article

• Navigate to Articles from left side outreach. 
• If multiple knowledge bases exist, select the appropriate one.

• Click New to create an article. You can refer to the article here.
• To publish an existing article, search or filter the list and select the article.
• On the article detail page, click Publish.

• A success message confirms the article has been published.

What Happens When You Publish an Article

1. Status & Dates are changed: 

• Status changes to Published.
• Published Date and Last Modified Date are updated.

• Version number increases.

2. Visibility changes according to the choice you configured:

• Public: Shown to everyone.
• Private: Only for internal users.
• Restricted: Shown to selected contacts based on rules (e.g., country = Canada).

3. Search

• Article is added to search with its title, tags, and content.
• Re-indexed if updated.

4. Bot Update

• Bots using the article get the latest content.

• Bot keywords and answers are refreshed.

5. Version Control

• New version saved.

• Only published version is visible to users.

6. Audit Log

• Logs who published it, when, and key details.