Managing the Knowledge Base

The Knowledge Base (KB) is a centralized library of helpful articles created for staff or end users. Articles can include text, links, images, and videos. The KB lives within the Help Center.

Reasons to use the KB:

  • Empower end users to quickly find answers on their own
  • Ensure consistent responses across agents
  • Fuel the Mojo AI Copilot, which ingests the public KB content and leverages it to draft responses

Types

In Mojo, there are two types of knowledge bases:

  • Public: Visible to end users
  • Staff (available on select plans): Used for internal documentation and processes, accessible by agents only

Who can manage the Help Center

  • Agents must have manager (or higher) permissions to create, update, or delete topics and knowledge base articles.
  • The help desk owner or an admin can do everything above, plus:
    • Customize the appearance of the Help Center (name, logo, layout) and add custom code for advanced customization
    • Manage KB security settings

Enabling the KB

By default, the KB is visible to the public (all users). The help desk owner or an admin can manage the KB settings:

  1. Click on the waffle icon on the upper right corner
  2. Select Account administration
  3. Navigate to Help center & knowledge base > Settings
  4. Choose from one of the following security settings 
    • Don’t show the knowledge base.
    • Display knowledge base in the Help Center for logged in users only.
    • Display knowledge base in the Help Center for all users.
  5. Click save