How to create a knowledge base article

The Knowledge Base (KB) is a centralized library of helpful articles created for staff or end users.

Agents must have manager (or higher) permissions to create, update, or delete knowledge base articles.

To create a new KB article

The Creating A New Knowledge Base Solution editor, with the title, content, publishing status, featured toggle, the topic checkboxes and the + new topic link below them.

  1. Click on the waffle icon on the upper right corner
  2. Select Knowledge base solutions
  3. Select + new
  4. Enter the title and content
  5. Select where to publish the article
    • public knowledge base
    • staff knowledge base
  6. Select the publishing status
    • not published
    • published
  7. Select whether the article should be featured
  8. Enter search keywords as needed
    • Note: The KB search will prioritize the KB article title first, followed by keywords, and then content
  9. Assign the article to the appropriate topic(s). If the topic you need does not exist yet, click + new topic below the list: create the topic or sub-topic there and it is added to the list and ticked for this article, without leaving the article
  10. Click create