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 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 can add a custom category without adding a new department.
- 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:
/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.
- Click the Knowledge Base (KB) module.
- In the Category Home page, click Add article button.
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. You can use one of the following methods to upload files:
- Drag files from your desktop and drop them on your content window.
- Click Browse and select the file(s) you'd like to upload.
- Click Gallery to upload a file from your KBase media gallery.
- Select 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 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
- Set an expiry date for the article. This way, you can automatically remove the article when it loses its relevance
- Specify the Title, Meta description and the Meta keywords for the article. These will decide what pages from your help desk should be found in the various search engines
- Select the Noindex and Nofollow checkbox if you don't want the article indexed by search engines.
- Click Publish.
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. Lean more
When you have organized your category into sections and sub-sections, navigate to the relevant section and click the Add icon ( ) from the top panel. This will add the article directly into the current section.
Edit Articles
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 (
) on the upper-right side of the page.
- In the Edit Article page, update the article as required.
- 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
Once cloned, a draft of the article will be created in the selected category.
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.
To clone an article:
- Navigate to the Knowledge Base module.
- Select the Department from departments dropdown.
- In the Articles list view page, click on the required Article.
- Click the Clone icon (
).
Alternatively, from the Articles list view, hover on the article title and click the More icon, then select Clone. ().
- In the Article Cloning Options, select Clone in same category or Clone in different category/section. Mark the required radio button.
- For Clone in different category/section:
- Select the required category from the first drop-down.
- Select the subsections.
- Click Clone.
Unpublish Articles
If you no longer want your article to be available online on your help center, you can unpublish it. You can still access and update the unpublished article from the agent interface, just that it won't be accessible for 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.
Here are some key points to keep in mind while unpublishing articles:
- When an article is unpublished, the article status will be updated as Unpublished.
- Unpublishing an article without a draft is not considered a revision and will not create a new version.
- 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.
- If the unpublished article is edited, it gets listed under the Drafts view in addition to the Unpublished view, and both will display the same contents.
To unpublish an article:
- Navigate to the article you want to unpublish.
- In the Article Detail page, click the Unpublish icon (
) on the upper-right side of the page.
- Click Continue to confirm unpublish.
The article will be unpublished and listed under the Unpublished view.
Notes:
- You can also unpublish articles from the List view. Hover over an article, click the More icon (
), and then select Unpublish from the menu.
- My Unpublished and All Unpublished views are available only when at least one unpublished article is present.
- 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:
- Navigate to the article you want to delete.
- In the Article Detail page, click the Delete icon (
) on the upper-right side of the page.
- Click Delete to confirm your action.
The article will be moved to the Recycle Bin folder available within your knowledge base.
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