Add, Edit, Clone, Unpublish and Delete KBase Articles
- When you sign-up for Zoho Desk, a default category that goes by the name of your portal will be added to your knowledge base. You can rename this category later.
- When you create a new department, its associated category will be added to your knowledge base. You can choose to hide this category from being displayed to your customers in the Help Center.
- You can add a custom category without adding a new department.
- A category can be further divided into sections and sub-sections. A maximum of three hierarchy levels is supported for a category. That is, a category can be structured like:
/Category
/Section
/Sub-section
/Sub-subsection - In the absence of a section, an article will be directly added underneath a category.
- When you've created a sub-section, you can't add or have articles beneath the section.
- The agent who creates an article will be its owner. Article owners will be notified of the feedback received from the customers.
- Click the Knowledge Base (KB) module.
- In the Category Home page, click Add article button.
You can also click the Add icon () from the top panel.
- In the Add Article page, perform the following actions:
- Enter article Title (mandatory to save the article)
- Type the solution in the editor window (mandatory as well)
- Attach files that are related to the article. You can use one of the following methods to upload files:
- Drag files from your desktop and drop them on your content window.
- Click Browse and select the file(s) you'd like to upload.
- Click Gallery to upload a file from your KBase media gallery.
- Select the category, section, and sub-section using the drop-menu (only if you've created any)
- Set the access permission. You can choose to display the article to Agents, All users or Registered users in the Help Center
- Enter relevant tags. Tags will be used to display suggested articles for your customers in the Help Center. It will also pull up relevant solutions when your agents respond to tickets
- Set an expiry date for the article. This way, you can automatically remove the article when it loses its relevance
- Specify the Title, Meta description and the Meta keywords for the article. These will decide what pages from your help desk should be found in the various search engines
- Select the Noindex and Nofollow checkbox if you don't want the article indexed by search engines.
- Click Publish.
- Navigate to the article you want to edit.
- In the Article Detail page, click the Edit icon (
) on the upper-right side of the page.
- In the Edit Article page, update the article as required.
- Click Publish.
Once cloned, a draft of the article will be created in the selected category.
The cloned article will retain the title, content, SEO properties, tags, attachments, permalink, and folder structure of the parent article. You can edit the permalink if needed.
- Navigate to the Knowledge Base module.
- Select the Department from departments dropdown.
- In the Articles list view page, click on the required Article.
- Click the Clone icon (
).
Alternatively, from the Articles list view, hover on the article title and click the More icon, then select Clone. ().
- In the Article Cloning Options, select Clone in same category or Clone in different category/section. Mark the required radio button.
- For Clone in different category/section:
- Select the required category from the first drop-down.
- Select the subsections.
- Click Clone.
- When an article is unpublished, the article status will be updated as Unpublished.
- Unpublishing an article without a draft is not considered a revision and will not create a new version.
- Unpublishing an article having a saved draft will create a minor version of the unpublished content. Additionally, the article will be unlisted from the Drafts view.
- If the unpublished article is edited, it gets listed under the Drafts view in addition to the Unpublished view, and both will display the same contents.
- Navigate to the article you want to unpublish.
- In the Article Detail page, click the Unpublish icon (
) on the upper-right side of the page.
- Click Continue to confirm unpublish.
The article will be unpublished and listed under the Unpublished view.
- You can also unpublish articles from the List view. Hover over an article, click the More icon (
), and then select Unpublish from the menu.
- My Unpublished and All Unpublished views are available only when at least one unpublished article is present.
- Articles cannot be unpublished in bulk.
- Navigate to the article you want to delete.
- In the Article Detail page, click the Delete icon (
) on the upper-right side of the page.
- Click Delete to confirm your action.
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 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 Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
Still can't find what you're looking for?
Write to us: support@zohoforms.com
|
Quick Links |
Workflow Automation |
Data Collection |
|
|
||
|
Form Templates |
||
|
|
||
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Zoho Sheet Resources
Zoho Forms Resources
Zoho Sign Resources
Sign, Paperless!
Zoho TeamInbox Resources
Zoho DataPrep Resources
Design. Discuss. Deliver.
Related Articles
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 ...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 ...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 ...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 ...Add, Edit and Delete Contacts
Contacts, also known as end-users are customers who send in support tickets through one of the many channels you have enabled in Zoho Desk. They can submit tickets, read articles and track the status of their tickets on your Help Center. Also, ...