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 time.
By allowing customers to follow categories, articles, or sections, organizations can:
- Ensure that important updates are not missed or overseen by their customers.
- Reduce the frequency of support queries.
- Improve onboarding.
- Support continuous learning
Following categories, sections, subsections, and articles
Customers can follow:
- Categories - Consider a KB category that is exclusive for a particular product or operation. Customers can follow it to get regular updates when a new article is added or an existing article is modified.
- Sections - Let's assume the product category has a section about installation; new customers can follow the section for a smoother onboarding experience. Updates to installation steps or answers to other customers' comments will be auto-notified to the followers.
- Articles - Customers are more likely to have queries regarding billing, payments, and subscriptions. By following the article, they can get notified about any changes to existing plans, discontinuation of a service, or new pricing plans. They can also receive notifications when agents respond to customers' comments on the article. They can refer to the same to resolve similar issues of their own.
To follow categories, sections, and articles
- Login to the Help Center.
- Click on the Knowledge Base tab.
- Select the desired category and click Follow.
- Click on a section/sub-section and go to an article within.
- Click Follow, to follow the article.
Receiving auto-notifications
Once a user starts following a category, section, or article, email notifications are automatically sent when:
- A new article is added
- An article is modified, updated, or deleted by the agent.
- A public comment is added by a customer or agent.
- Agent posts a public comment.
Note: Notification will not be sent when an article is deleted.
Un-following through the Watchlist tab
Users can get an overview of the Community posts, Knowledge base, and Users (agents and customers) that they follow under the Watchlist tab in the Help Center. Users can unfollow the desired sections from this tab.
Community - Under community, users can view the list of topics and categories that they are following.
Knowledge base - It's further divided into articles, categories, and sections. Under each division the list of followed articles, categories, or sections will be displayed.
Users - In some cases, customers follow their peers or agents to stay informed about latest activities from them; the list of agents or customers whom they follow will be listed here.
Note: Users can unfollow when they don't require updates on the specific category, article, or section. Once unfollowed, email notifications will stop.
To unfollow
- Log into the Help Center.
- Click on the Profile icon on the top right corner.
- Click the Watchlist tab from the left panel.
- Click Community, Knowledge Base or Users.
- Under KB, go to the respective tab (Articles, Categories, Sections) and click Unfollow.
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