Knowledge Base Article Views - New UI

Knowledge Base Article Views

The Knowledge Base (KB) module in the Zoho Desk is the information center that acts as a self-service repository for your customers. Customers can refer to the articles in the KB and solve product-related issues on their own.  

Knowledge base profile permissions

Help desk administrators and agents with respective profile permissions can view, create, or edit articles in your knowledge base. Please note that only administrators have the privilege to define the knowledge base profile permissions. 

To enable/disable profile permissions

  1. Click Setup.
  2. In User and Control, select Permissions.
  3. In Permissions, click Profiles in the left menu.
    Select the desired profile.
  4. In Module Permissions, enable or disable the Knowledge Base option accordingly.


Article Views

In KB, articles are grouped under the following four views. 

  1. Published
  2. Drafts
  3. Expired
  4. Unpublished 

Articles in the above-mentioned views are listed for each of the categories, sections, and sub-sections in your knowledge base. 

To access article views

  1. Click the Knowledge Base (KB) module.  
  2. In the Category Home page, select the required view from the top of the page.


Note:

  1. By default, the system will display the published articles.
  2. The system will display the Views only when there are articles available underneath them. You can further drill down and select a sub-section to view the draft articles or those that are pending review underneath it.  

Published

Published articles are those that have been completed and are visible to your other agents or customers in their help center. You can later edit a published article when required. You can also send the articles for review to the respective reviewers before publishing.


 

The Review Articles option can be enabled category-wise (department-wise). Once the Review Articles option is enabled for a category, all the articles associated with that category will be published only by the respective reviewers after the review.  

To enable the review articles option

  1. In the Knowledge Base module, click Manage KB.
  2. Click Organize Categories.
  3. Select the desired category and hover over the Edit icon.



  4. In the Edit Category page, toggle the Review Articles to ON.
  5. Click Add and select the respective reviewers from the list.
  6. Click Save.


Drafts 

Drafts consist of knowledge base articles that haven't been published yet. You can select Save as Draft on the Edit Article page to continue working on it later. A draft article can then be sent for review or published directly. 


 

 All the draft articles will be listed in the ALL DRAFT view.

 


 


Note:

  1. The All Drafts view is exclusive to the administrators, and it will list the drafts saved by all of your agents in your help desk. This is to ensure that the articles created by your agents don't go away with them when they leave your company.
  2. By default, KB autosaves all your drafts. You can see the version history on the right side of the Edit Article page.


Expired

Knowledge base articles can be set with an expiration date during article creation. When articles expire, they will not appear on your help center until they are reviewed and republished. You can track all such expired articles under the ALL EXPIRED tab.


 To set an expiry date for an article

  1. Open the desired article from the Knowledge Base module.
  2. Click the Edit icon on the top-right area of the page.



  3. Under the Article Expiry section in the right pane, select the desired date and time.



  4. Click Publish.

Unpublished

If you want your published article to be unpublished in your help center after a certain period of time, then you can use the Unpublish option. All the unpublished articles will be listed permanently under the ALL UNPUBLISHED tab.

To unpublish an article

  1. In the Knowledge Base module, select the desired Published article.
  2. Select Unpublish from More (…) option.



  3. Click Continue to confirm the selection.
    The selected article will be moved to the All Unpublished tab.


 You can re-publish the unpublished article. All the contents and edits made to the article will remain unchanged.

 


    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 CRM Training
      Redefine the way you work
      with Zoho Workplace

        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 CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now


            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION








                                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.




                                    Manage your brands on social media

                                      Zoho Desk Resources

                                      • Desk Community Learning Series


                                      • Digest


                                      • Functions


                                      • Meetups


                                      • Kbase


                                      • Resources


                                      • Glossary


                                      • Desk Marketplace


                                      • MVP Corner


                                      • Word of the Day


                                        Zoho Marketing Automation

                                          Zoho Sheet Resources

                                           

                                              Zoho Forms Resources


                                                Secure your business
                                                communication with Zoho Mail


                                                Mail on the move with
                                                Zoho Mail mobile application

                                                  Stay on top of your schedule
                                                  at all times


                                                  Carry your calendar with you
                                                  Anytime, anywhere




                                                        Zoho Sign Resources

                                                          Sign, Paperless!

                                                          Sign and send business documents on the go!

                                                          Get Started Now




                                                                  Zoho TeamInbox Resources



                                                                          Zoho DataPrep Resources



                                                                            Zoho DataPrep Demo

                                                                            Get a personalized demo or POC

                                                                            REGISTER NOW


                                                                              Design. Discuss. Deliver.

                                                                              Create visually engaging stories with Zoho Show.

                                                                              Get Started Now







                                                                                            You are currently viewing the help articles of Sprints 1.0. If you are a user of 2.0, please refer here.

                                                                                            You are currently viewing the help articles of Sprints 2.0. If you are a user of 1.0, please refer here.



                                                                                                  • Related Articles

                                                                                                  • 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 an Expiration Date for Knowledge Base Articles

                                                                                                    Knowledge base articles can be time sensitive. Perhaps you've posted urgent content, like announcements or event details. Or, maybe you are updating your interface and the news will become irrelevant after a certain period. In such cases, you might ...
                                                                                                  • Viewing Article History in Knowledge base

                                                                                                    Generally, knowledge base articles undergo multiple updates both during the drafting and publishing stages. Sometimes it might become an overwhelming task to keep track of all the edits and know what is going on around an article. Keeping track of ...
                                                                                                  • 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 ...
                                                                                                    Wherever you are is as good as
                                                                                                    your workplace

                                                                                                      Resources

                                                                                                      Videos

                                                                                                      Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                      eBooks

                                                                                                      Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                      Webinars

                                                                                                      Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                      CRM Tips

                                                                                                      Make the most of Zoho CRM with these useful tips.



                                                                                                        Zoho Show Resources