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 with HTML editing functionalities that are essential for most authors to control the content style and format.
The common rich text formatting options available are:
- Font style - Bold, Italics, Underline
- Font and background coloring
- Heading - Normal text, Heading 1, Heading 2 and so on applicable for creating a TOC in the article.
- Text alignment - Left, right, justify, or center.
- Text direction - Left to right or right to left.
- Numbered and bulleted lists
- Increase or decrease the indent of a text.
- Insert image from the desktop, gallery, or URL.
- Clearing existing formatting of the text.
- Format painter - Copy the style or formatting of the text on a new text.
- Insert article as link within an article and set whether the article can be accessed by the agent or users.
- Insert links (an URL or email address), remove links, embed video, insert tab or accordion, insert HTML (article content can be entered in HTML format), table, horizontal rule, and more.
- Switch between normal and edit view.
- Switch between rich text and plain text, mainly used to remove all formatting from text that is copied from elsewhere.
Table formatting
Users can select the number of rows and columns along with formatting the table with different styles and colors. Some of the additional functionalities are mentioned below; these options are also available upon right clicking on the table.
- Insert rows/columns - before or after a selected cell
- Resize table - drag to resize the table and its cells
- Style the table - dashed borders, alternate rows, no borders
- Style the cells - padding (normal, narrow, custom margin, etc.), text alignment (left, right, center).
- Adding table background color
- Adding a table theme - colors, dotted borders, etc.
- Modify rows and columns - insert or delete rows and columns.
Inserting code
Select this option if you want a code to be added.
Inserting Accordion
Provides an option to display a large amount of content in Card or List view for a more organized and structured display. Readers can minimize and expand the content to their preference, which ensures the scroll is reduced and the content is not spaced out.
Card view
The card view organizes the content into various rows or cards that give a more distinguished look. Each card can be expanded, collapsed, and rearranged.
List view
The content can be added in a list format, particularly useful for short content such as troubleshooting tips, FAQs, etc., where the heading is visible and the readers can expand to read the entire content.
To insert an accordion
- Go to the Knowledge Base module and choose the category, folder, or subfolder.
- Select an article to edit or add a new article.
- Click Insert > Insert accordion.
- In the accordion title, enter the title to be displayed and enter the description in the next tab.
- Click + Add accordion item to add more accordions.
- Click Preview to view the output and click Insert.
- To edit the inserted accordion, hover on the accordion and click the Edit icon.
- To change the card view to a list view, edit the accordion, select List View, and click Preview.
Inserting Tabs
The article content on the page can be organized in different tabs. Each topic can be inserted as a tab with a static heading. Readers can click on the tab to read further. Tab views are of two types.
Card view
Line view
To insert a tab
- Go to the Knowledge Base module and choose the category, folder, or subfolder.
- Select an article to edit or add a new article.
- Click Insert > Insert tab.
- In the Tab title, enter the title to be displayed and enter the description in the next tab.
- Click + Add tab item to add more tabs.
- Click Preview to view the output and click Insert.
- To edit the inserted tab, hover on the tab and click the Edit icon.
- To change the card view to a list view, edit the tab, select Line View, and click Preview.
Note:
When there are multiple tabs, it will be clubbed and displayed under the More (
) icon. You can click the icon and select the tab you want to view. One of the existing tabs will be moved under more, and the selected tab will replace the existing tab.
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:
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
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.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Zoho DataPrep Resources
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
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 ...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 ...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 ...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, ...
New to Zoho LandingPage?
Zoho LandingPage Resources