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

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)
10. Click create