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 read through the knowledge base tips mentioned below:
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 cannot add a new custom category without adding a new department. However, you can add multiple sections underneath a category.
You can also add sub-sections underneath a section. 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.
To add your first KBase article in Zoho Desk:
Click the [Module] Tab from the top bar. (E.g., Tickets, Help Center, etc.)
Select Help Center from the Modules menu.
In the Help Center Dashboard page, select the default Category in the left panel.
In the Category Home page, click Add a New Article link. 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
Specify 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 Only to 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
Specify the Title tags and the keywords for the article. These will decide what pages from your help desk should be found in the various search engines
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.
When you have organized your category into sections and sub-sections, navigate to the relevant section and click the Add icon ( ) icon from the top panel. This will add the article directly into the current section.
Edit the articles that were added to your knowledge base. You can perform an edit from the list view or the article's detail view.
To edit a published article:
Navigate to the article you want to edit.
In the Article Detail page, click the Edit icon ( ) icon on the upper-right side of the page.
In the Edit Article page, update the article as required.
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 ( ) icon.
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:
Navigate to the article you want to delete.
In the Article Detail page, click the Delete icon ( ) icon on the upper-right side of the page.
Click Ok to confirm that you want to delete the article.
The article will be moved to the Recycle Bin. Alternatively, you can delete an article from its list view, by clicking the Delete icon ( ) icon.