FAQs: Knowledge Base

FAQs: Knowledge Base

Can I get my knowledge base articles reviewed?

Your knowledge base articles must be reviewed to ensure it contains correct and updated information. Although this is optional, it helps you eliminate incorrect information while building trust and reputation among your customers. Zoho Desk allows you to add an approval process to your knowledge base that ensures that reviewers approve the article before it's published.

The following steps illustrate how the review cycle works:
  1. The article owner drafts the article and sends it for review.
  2. The reviewer receives an email notification about the article pending review.
  3. The reviewer reviews the articles. The reviewer and the author can collaborate over comments that are displayed on the Comments tab of the article.
  4. After the review is complete, the reviewer or the author can publish the article for end users.

To set up the review and approval process:
  1. Log in to Zoho Desk with administrator privileges.
  2. Click the Knowledge Base (KB) module.
  3. Click Organize Category under the Manage KB sub-menu.
  4. Edit the category for which you want to add the approval process.
  5. The Edit Category window slides open from the right.

  6. Turn on the Review articles option and then click Add to open a list of users.
  7. Select the reviewers from the list and then click Save.
  8. Click Save again.
The article owners can now send articles for review, which the reviewers can review and publish in the help center.

How to change the order of articles in a category?

Zoho Desk allows you to manually set the order of articles by changing their position within a section or a sub section. This way you can designate the order the articles should be read in.

To manually reorder articles in a section and/or sub section, follow the steps mentioned below:
  1. Click the Knowledge Base (KB) module.
  2. Click Manage KB from the left panel.
  3. Click Sort Articles under the Manage KB sub-menu.

  4. Select the desired categorysection or sub section from the first column.
    The articles underneath the folder will be listed in the second column.
  5. Grab an article and drag it to another place in the order.
    The article position is saved instantaneously.

You may revert to the system-defined sorting options at any time. All you need to do is tun off the Disable article sorting located at the upper-right corner of the page.

What is the storage limit for articles in the knowledge base?

The knowledge base is an invaluable resource for your customers as it can help employees or customers find answers to their questions themselves. And for that very reason, just like how there are no limits for the number of tickets created in Zoho Desk, there are no storage limits for articles in the Knowledge Base either.

This means you will be able to add as many articles as you might need without any limit concerning storage space or the number of articles.

What file formats are supported for importing KB articles?

You can import your existing articles to your new Help Center knowledge base to save yourself some time and effort so that you don't have to keep re-creating them again.
However,  you are permitted to upload only the following file types to Zoho Desk:
  1. XLS
  2. CSV

Why are my Knowledge Base articles not visible to end users?

In general, for a knowledge article to be accessible for end users the following conditions must be met:

Making the Knowledge base tab visible in the Help Center
You'll want to make sure that you've made the Knowledge base tab visible to your Help Center users. To do that, follow the steps mentioned below:
  1. Click the Knowledge Base (KB) module.
  2. Click Manage KB from the left panel.
  3. Turn ON the toggle for Display your KB in your Help Center option.

Making the Category/Section visible in the Help Center
A section or a category must be visible for your end users to access their articles. To make a category/section visible, follow the steps mentioned below: 
  1. Click the Knowledge Base (KB) module.
  2. Click Manage KB from the left panel.
  3. Click Organize Category under the Manage KB sub-menu.
  4. Turn ON the toggle corresponding to the category that contains the articles.
  5. The category and its articles will now be visible for your end users.

Making the Article visible for All Users in the Help Center
You will want to make sure that you've made the article visible to your end users and not just your internal agents. To check this, follow the steps mentioned below:
  1. Navigate to the article that you want to make visible.
  2. Click the Edit icon ) in the upper-right side of the page. 
  3. Under the Display Permission section, select the Regd. Users or All Users option.
  4. Click Publish.

We hope that this list of frequently asked questions about Knowledge Base is informative. If you still have questions that haven't been addressed, please let us know. We will be happy to discuss them with our subject matter experts and add them in the future. And please don't forget to share your rating below!

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