Knowledge Base
Adding, Editing, Cloning, Unpublishing, and Deleting Knowledge Base Articles - New UI
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 ...Knowledge Base Article Views - New UI
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 ...Setting up 301 Redirects for your Knowledge Base Articles - New UI
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 ...Organizing your Knowledge Base Content - New UI
One of the simplest and most overlooked aspects of being organized is getting your knowledge base articles in order. You have to think about where to put your articles so that your customers can easily locate them, so you must begin with the ...Creating Table of Contents in Articles - New UI
While drafting an article in the knowledge base, the Table of Contents (TOC) helps you organize a particularly long article with more headings so that readers can locate relevant information instantly. It uses hyperlinks to point to anchors (or ...Setting Up Knowledge Base Permissions - New UI
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 - New UI
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 ...Importing Knowledge Base Articles - New UI
If you are trying to import your existing list of Knowledge Base (KBase) articles into the Zoho Desk, then you can do it quickly with the help of our Import Article option. Instead of retyping or copy-pasting the articles into the editor, you can ...Setting an Expiration Date for Knowledge Base Articles - New UI
Knowledge base articles can be time sensitive. Perhaps you've posted urgent content, like announcements or event details. Or, maybe you are updating your interface and the news will become irrelevant after a certain period. In such cases, you might ...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 ...Setting an expiration date for KBase articles
Knowledge base articles can be time sensitive. Perhaps you have content like announcements or event details that are going to end. Or maybe you have an impending update to the interface that risks the article becoming irrelevant. In these cases, you ...Viewing Article History in Knowledge base
It is not unusual for a knowledge base article to undergo multiple updates both during drafting and once published for customers. But keeping track of what is going on around an article is equally important. It will save you a lot of headaches when ...Setting up 301 Redirects for your KBase Articles
You can change the URLs of articles real quick, and there is no special trick to it. For example, 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 ...Importing KBase Articles
You can quickly import your existing list of KBase articles into Zoho Desk. Rather than type or copy-paste articles into the editor, import them from your desktop or a cloud storage service one at a time. When you import a file, the file name and its ...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. ...Using Text Styles in Articles
The text styles allow you to apply a set of formatting choices to your article to make the content stand out. You can apply the attributes such as background color, text indentation, and icon in styles to paragraphs. When you select a style, you ...Creating Table of Contents in Articles
The table of contents helps you organize a particularly long article so that readers can quickly locate relevant information. It uses the hyperlinks pointing to anchors (or bookmarks) so that readers can go directly to the corresponding section in an ...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 ...Setting Up Knowledge Base Permissions
You can easily restrict access to any or all parts of your knowledge base using the advanced access settings in Zoho Desk. Support managers and agents can restrict access to the knowledge base at 5 different levels: Article Level End-user Level ...Organizing your Knowledge base Content
Organizing your knowledge base articles is one of the simplest and most overlooked ways to make life easier for your customers. You have to think about where to put your articles so that your customers can easily locate them. Begin with the ...Managing Article List Views
Article List Views are beneficial for displaying articles that were published, drafted or pending review in your knowledge base. For example, you may be the KB owner interested in following-up on the articles that needs review or you may want to ...Add, Edit, Clone, Unpublish and Delete KBase Articles
The Knowledge Base is where your customers can access the solution articles you create for addressing various issues. You can create articles and group them under custom sections for ease of access. Before you get started with adding articles, please ...Knowledge Base Article Views
The knowledge base in Zoho Desk is the information center for your customers to read through the articles and help themselves with their problems. Help desk administrators and agents who have profile permissions can create or edit articles in your ...
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