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 group them under custom sections for ease of access.
Knowledge Base Tips:
Edit the articles that were added to the knowledge base. You can perform an edit from the list view or the article's detail view.
Sometimes, you want to reuse the content or format of an existing article. One way of doing this is to copy, paste, and edit the new article. But there's a quicker way to do this. Clone an existing article to create a draft version that you can edit with further changes.
If you no longer want your article to be available in your help center, you can unpublish it. You can still access and update unpublished articles from the Agent Interface, but they won't be accessible to end users or crawled by search engines. You can also republish the article using the same permalink or a different one at any time. If users try to visit your unpublished article, they'll see a message that the page doesn't exist.
Deleting an article removes it from your knowledge base. You can delete an article from the list view or from the article's detail view.
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