Adding a new Article

Adding an Article is easy, simply use the Add Knowledge Base Article button at the top of the list of current Articles.

You'll be met with the Article editor with full WISIWYG compiler ready to create your document. Then choose the Collection that this new Article should be added to. You can also choose a Category and Sub Category from here plus add any Tags that are relevant. You can also choose related Articles here that will link them together for ease of use. Lastly you can choose who can see this Article. Do you want it to be visible by Nobody, Everyone, Public Only, All Support Hub Users or just Agents.

Publish or Save as Draft

You might have started putting an article together during the day and then been pulled away in a different direction and didn't have the chance to fully finish it. You can save this as a draft version and this means that it won't be visible yet and you can come back to it to be completed.

Alternatively, if you are updating an article and don't want it to be visible while working on it you can mark it as unpublished.

Editing articles

Editing any articles can be done in one of two ways; one from the list of articles under the Knowledge Base section from the Settings in the home bar at the top of your system.

Deleting articles

To delete any article in its entirety, go to the Articles tab at the top of the Knowledge Base page where you will see a list of all the articles written for your organisation. By checking the box at the right hand side of the article or multiple articles you can delete using this option. Deleted Articles cannot be recovered.

The second option is via the listings under articles as below. Select the Articles to be deleted and use Move to Trash.

Searching for an Article

Articles are fully searchable by title or keyword or phrase. Use the search box to add the word or phrase you want to search then you can search by the Collection, Category and Sub-Category to narrow down your search.