Articles
What are Articles?
Note : If you are already using articles, you need to migrate them to use this feature.
Benefits:
- Articles are the most expandable form of help that you can offer to visitors who visit your website. A perfectly drafted article can help a multitude of visitors at once - a herculean task for any operator in your organization.
- These articles also save visitors the trouble of navigating from one screen to another in search of help.
- Your operators can share articles during customer conversations instead of typing out the same response every time, which can be monotonous and time-consuming. This way, they can focus on more important and crucial queries. Thus, articles save a lot of time and effort.
- The more the number of articles, the more powerful your AI Bot will be. When you have a sturdy article collection, the functioning of your AI Bot becomes more effective and smooth - the bot gets trained to answer any question that comes from the visitor.
How to add a new article?
To add a new article,
- Inside the SalesIQ dashboard, navigate to Resources > Articles.
- Click on Add, and select Compose .
- Give your article a title and click Save .
- The new editor powered by Zoho Writer will open, and you can start drafting your article.
Roles and Permissions:
Article Configuration:
Once your article is drafted completely, you can set the configuration for each article.
- Reference: Refer to other language variants of the same article for accurate composing.
- Language variant: Select the language variant of the current article. See multilingual support for details.
- Versions: View the version history of the current article. If you have already published the article, you can view the published version for reference. An article can have both a published version and a draft version simultaneously. Any changes made to the published version will be saved as a draft. Once the draft is published, the draft version is removed. Editing the newly published version will create another draft.
- Departments : Associate this article to a department.
- Category : Categorize your articles to keep your articles organized and make it easier to find the required articles from the self-service knowledge base.
- Channels : Select the channels in which this article should be visible in the self-service knowledge base.
- Make this article public : When enabled, this article will be displayed in the visitor chat window (if enabled).
How do I categorize my articles?
To organize your resources by categorizing them, check out How to categorize your resources.
Assigning categories
To place the article that you are editing in a specific category,
- Select the parent category under which you want to place the article.
- To place this article under a sub-category, click on Choose sub-category option.
- To further categorize this article in a sub-category, click on the Choose sub-category option once again and select the sub-category. Now you have placed the article under the 3rd lever sub-category.
Saving and Publishing
- Once all of the settings are configured, click Save .
- Finally, you can either choose to save the article as a draft or publish it directly on the website.
- If you are still in the process of updating your content and don’t want to display it to customers yet, then use the Save option.
- If you want to make the article available to visitors on the chat window, then you can directly click on Publish .
How to edit/delete an article?
Editing an article:
To edit an article,
- Navigate to Resources -> Articles.
- In the Articles dashboard, click on the article that you want to edit and then click on Edit .
- You can make changes to the message, the departments associated, or the category of the article.
- You can also click on Preview to get an idea of what the article will look like.
- Click Save as Draft / Publish .
Multi-lingual Support for Resources
Multi-lingual support brings you the ability to manage and provide support to your customers' queries in the language of their choice. You can easily create and manage resources in multiple languages for your articles and FAQs, helping you to provide a more personalized service to your global customers.
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