How do I create a new article or topic in the Knowledge Base?
Creating, Editing and Deleting Topics and Knowledge Base Articles
Logged in as an agent, click on the settings cog on the upper right corner.
Click on Admin Settings.
Click on Knowledge Base.
On the left sidebar, click Topics. Here admins can create new ones, determine hierarchy (parent and sub-topic, re-order topics), and create new topics. Admins can also add an icon and and a description under a parent topic.
Once you've created topics, you can then start adding articles. On the left sidebar, click Articles.
As you add the article you can specify which topic the article will appear in. Use markdown or the HTML editor within the article content area for styling.
Articles are able to be 'featured' or not featured. Featured articles will always appear in the Knowledge Base main content area. Non-featured will only appear on the page if they fall within the range of the amount that are to be displayed.