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, rich text content, publishing status, featured toggle and topic checkboxes.

  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