Knowledge Base
Manage Knowledge Base - Access Settings, Organizing Category, and Sort Order
The customer service landscape has evolved from the traditional agent-centric service to more dynamic and empowering self-service options. Businesses are more focused on enabling their customers to find answers on their own, as it greatly impacts the ...Formatting Knowledge Base Articles Using WYSIWYG Editor
Zoho Desk’s built-in WYSIWYG ("What You See Is What You Get") content editor allows businesses to create quickly and edit their knowledge base articles to a preferred style. The simple interface provides basic and advanced formatting options along ...Following and Unfollowing Knowledge Base Categories and Articles
Knowledge Base is an essential platform that many organizations utilize as a self-service tool for their customers. It is important and beneficial to keep the customers informed about new inclusions or changes that take place in the KB from time to ...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 ...Article Status and List View
The Knowledge Base module functions as an information center featuring user centric articles, FAQs, eBooks, videos and more. These resources offer detailed explanations of products and services, empowering users to learn about products and ...Setting up 301 Redirects for your Knowledge Base Articles
You can change the URLs of articles real quick, and there is no special trick to it. For instance, you may want to remove the usage of dates to make the content timeless or update the URL to be in sync with a new title. Or maybe you just didn’t give ...Structurizing the Knowledge Base - Category, Department, Sections, and Sub-section
Knowledge Base is a vast database of information that an organization houses for its employees, customers, partners, and various stakeholders to refer to and understand what they offer. These information can be in the form of blogs, user manuals, ...Setting Up Knowledge Base Permissions
In the Zoho Desk's Knowledge Base(KB) module, you have the provision to restrict access to any or all parts of the KB using the advanced access settings. Support managers and agents can restrict access to the KB in the following levels: Article Level ...Viewing Article History in Knowledge base
Generally, knowledge base articles undergo multiple updates both during the drafting and publishing stages. Sometimes it might become an overwhelming task to keep track of all the edits and know what is going on around an article. Keeping track of ...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, ...Converting Article Feedback into Tickets
Customers who couldn't find the knowledge base article useful do not always reach out to the company. Instead, they just leave negative feedback by downvoting the article. Somebody should track such negative feedback and respond to it promptly. Zoho ...Adding and Managing User Groups
Groups are a collection of end users, often related to a specific account, geography, brand, or product, that is used to determine access to your knowledge base and community content on the Help Center. For example, you can add a group that includes ...Using Article Versions in Knowledge base
Versioning helps to keep track of and manage multiple revisions applied to a KBase article. You can view different versions of an article, compare an older version, restore to a previous version, leave a note on a particular version and much more. ...Article Insights and Knowledge Base Dashboard
Organizations have recognized the importance of knowledge base management in providing customer support. They are now known to help customers find solutions to problems on their own and set the stage for ticket deflection. However, for implementing ...Optimize your Knowledge Base for Search Engines
The knowledge base comes with an inbuilt search function that helps your customers and agents to find solutions. However, the primary objective of creating KBase articles is to have them crawled by the other search engines. This way, your customers ...Adding Knowledge Base Owners as Reviewers
Every article published for your customers should be thoroughly vetted to make sure that it is well organized, short but sweet, and provide clear, numbered steps written in a user-friendly tone. You can bring in people who can add their experience ...
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