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.

Note:
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!


    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now


            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION









                                    You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                        Manage your brands on social media

                                          Zoho Desk Resources

                                          • Desk Community Learning Series


                                          • Digest


                                          • Functions


                                          • Meetups


                                          • Kbase


                                          • Resources


                                          • Glossary


                                          • Desk Marketplace


                                          • MVP Corner


                                          • Word of the Day


                                            Zoho Marketing Automation

                                              Zoho Sheet Resources

                                               

                                                  Zoho Forms Resources


                                                    Secure your business
                                                    communication with Zoho Mail


                                                    Mail on the move with
                                                    Zoho Mail mobile application

                                                      Stay on top of your schedule
                                                      at all times


                                                      Carry your calendar with you
                                                      Anytime, anywhere




                                                            Zoho Sign Resources

                                                              Sign, Paperless!

                                                              Sign and send business documents on the go!

                                                              Get Started Now




                                                                      Zoho TeamInbox Resources



                                                                              Zoho DataPrep Resources



                                                                                Zoho DataPrep Demo

                                                                                Get a personalized demo or POC

                                                                                REGISTER NOW


                                                                                  Design. Discuss. Deliver.

                                                                                  Create visually engaging stories with Zoho Show.

                                                                                  Get Started Now









                                                                                                      • Related Articles

                                                                                                      • Knowledge Base Article Views

                                                                                                        The Knowledge Base (KB) module in the Zoho Desk is the information center that acts as a self-service repository for your customers. Customers can refer to the articles in the KB and solve product-related issues on their own. Knowledge base profile ...
                                                                                                      • FAQs: Help Center

                                                                                                        What is help center in Desk? Help Center is a customer portal that allows users to learn about the product and understand its processes by accessing knowledge base articles. It provides a platform for self-help and learning, where users can find ...
                                                                                                      • Allowing Public Comments on Knowledge Base Articles

                                                                                                        Customer feedback plays an important role in improving products, as well as the instructional resources associated with them. With more organizations implementing self-service customer support models, it's imperative to give customers an opportunity ...
                                                                                                      • Adding, Editing, Cloning, Unpublishing, and Deleting Knowledge Base Articles

                                                                                                        The Knowledge Base (KB) is a self-serve online library of information that enables your customers to access solution articles for addressing various product or service-related queries. You can create articles related to your product or service and ...
                                                                                                      • Downloading Knowledge Base Articles as PDF Files

                                                                                                        You can take your knowledge base articles offline by downloading them as PDF files. The downloaded PDF file will be readable, print-friendly, and contains images and table of contents. Agents can download PDFs of articles on the support interface, ...
                                                                                                        Wherever you are is as good as
                                                                                                        your workplace

                                                                                                          Resources

                                                                                                          Videos

                                                                                                          Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                          eBooks

                                                                                                          Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                          Webinars

                                                                                                          Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                          CRM Tips

                                                                                                          Make the most of Zoho CRM with these useful tips.



                                                                                                            Zoho Show Resources