Adding, Editing, Cloning, Unpublishing, and Deleting Knowledge Base Articles - New UI

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 group them under custom sections for ease of access. 

 

Knowledge Base Tips:

  1. When you sign-up for Zoho Desk, a default category that goes by the name of your portal will be added to the KB. You can rename this category later.
  2. When you create a new department, its associated category will be added to the KB. You can choose to hide this category from being displayed to your customers in the help center.
  3. You can add a custom category without adding a new department.
  4. 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:
  5.             /Category
  6.                   /Section
  7.                          /Sub-section
  8.                                /Sub-subsection
  9. In the absence of a section, an article will be directly added underneath a category.
  10. When you have created a sub-section, you cannot add or have articles beneath the section.
  11.  By default, the agent or support administrator who creates an article will be its owner. Article owners will be notified of the feedback received from the customers.

Note:

  1. By default, the support administrator can perform the view, create, update, delete, or update/delete all functions in the knowledge base module.
  2. Agents with the Knowledge Base module permission can only add, edit, clone, unpublish or delete KB articles.
To add a Knowledge Base article
  1. Click the Knowledge Base module.
  2. In the Articles Homepage, click Add article icon (  ) from the top panel.



  3. On the Add Article page, perform the following actions:
    1. Enter article Title (mandatory)
    2. Type the desired content or solution in the editor window (mandatory)
    3. Attach files that are related to the article. You can use one of the following methods to upload files:
      1. Drag files from your desktop and drop them on your editor window.
      2. Click Browse to upload the file(s) from your system 
      3. Click Gallery to upload a file from your KB media gallery.
      4. Click Cloud to upload the file(s) from your cloud storage.
    4. Select the category, section, and sub-section from the drop-down. (only if you've created any)
    5. Set the display permission. You can choose to display the article to Agents, All users, or Registered users in the help center
    6. Enter relevant tags to display suggested articles for your customers in the help center. Tags will pull up relevant solutions when your agents respond to tickets
    7. Set an expiry date for the article. This way, you can automatically remove the article when it loses its relevance
    8. Specify the Title, Meta description, and Meta keywords for the article. These will decide what pages from your help desk should be found in the various search engines
    9. Select the Noindex and Nofollow checkboxes if you don't want the article indexed by search engines.
  4. Click Publish.

     

Note:

  1. If you intend to send the article for review, simply enable the review option and click Send for Review. Your help desk administrators or the KB owners will receive an email notification requesting them to review and publish the article. This option will be available only when your KBase is enabled for review. Learn more
  2.  When you have organized your category into sections and sub-sections, navigate to the relevant section and click the Add icon (   ) from the right panel. This will add the article directly to the current section. 
  3. You can expand or collapse the detail page in the agent's view that displays the list of articles present in the folder. Clicking the Hide/Show list option from the top panle

Edit Articles

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. 

To edit a published article
  1. Navigate to the Knowledge Base module.
  2. On the Article home page, hover over the desired article to edit. 
  3. Click the Edit icon (   ) on the right side of the Article.



  4. In the Edit Article page, update the article as required.
  5. Click Publish.


 

For unpublished articles, click either Send for Review or Save as Draft to save the changes. Alternatively, you can edit an article from its list view, by clicking the Edit icon. 


Clone Articles

When you want to reuse the content or the format of an existing article, one way of doing so is to copy the existing content and edit the new article. However, there's a quicker way to do this: clone an existing article and create a draft version that can be edited with further changes. 

Articles can be cloned in the same category, a different one, or a subcategory.

Cloning within a category - If a category consists of articles with specific formatting, style, and guidelines you'd like to reuse, then you can simply clone an existing article when making a new one, then make the necessary edits before publishing.
If your Knowledge base is categorized based on the products that follow a consistent style, say you are adding a new article under Product A and want to follow the same format, then you can clone any article and select Clone in the same category. 

Cloning in different category or subsection - An article can be cloned across category or section.
In the above example, say you want to follow the formatting of Product A into a new category for Product C. You can clone an article from Product A and save it under Product C. Likewise, you can save the cloned article under a subsection of Product C.

Note
  1. Once cloned, a draft of the article will be created in the selected category. 
  2. 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.
  3. Users are currently able to clone an article five consecutive times.

To clone an article
  1. Navigate to the Knowledge Base module.
  2. Select the Department from departments dropdown.
  3. In the Articles list view page, click on the required Article
  4. Click the Clone icon (  ).

    Alternatively, from the Articles list view, hover on the article title and click the More icon, then select Clone. ().
  5. In the Article Cloning Options, select Clone in same category or Clone in different category/section. Mark the required radio button.
  6. For Clone in different category/section:
    1. Select the required category from the first drop-down.
    2. Select the subsections.
  7. Click Clone.

Unpublish Articles

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.

Key points to remember while unpublishing articles

  1. When an article is unpublished, the article status will be updated as Unpublished.
  2. Unpublishing an article without a draft is not considered a revision and will not create a new version.
  3. 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.
  4. If the unpublished article is edited, it will be listed under the Drafts view in addition to the Unpublished view, and both will display the same content.
To unpublish an article
  1. Navigate to the Knowledge Base module.
  2. On the Article home page, hover over the desired article to unpublish. 
  3. Click the Unpublish icon (  ) from the More option.



  4. Click Continue to confirm unpublish.
    The article will be unpublished and listed under the Unpublished view.


Note:

  1. My Unpublished and All Unpublished views are available only when at least one unpublished article is present.
  2. Articles cannot be unpublished in bulk.

Delete Articles

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.

To delete an article
  1. Navigate to the Knowledge Base module.
  2. On the Article home page, hover over the desired article to delete. 
  3.  Click the Delete icon (   ) from the More option. 



  4. Click Delete to confirm the deletion.
    The article will be moved to the Recycle Bin folder available within your knowledge base.

    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

                                                                                                      • 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 ...
                                                                                                      • Organizing your Knowledge Base Content

                                                                                                        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 ...
                                                                                                      • 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 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 ...
                                                                                                      • Importing Knowledge Base Articles

                                                                                                        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 ...
                                                                                                        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