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Knowledge Base in Service Desk is all about making sure that the information and knowledge (information, problems, solutions and guides) are well-categorised, easy to access, and useful for everyone within the organisation. Knowledge is one of the most valuable assets of an organisation. This article explains on how to create and share information in various forms across an organization using knowledge base articles.
The Knowledge Base module in Service Desk is structured as follows
- Sections
- Articles
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External Articles
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Internal Articles
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Drafts
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- Articles
What is a Section?
A Section is a categorized division within the knowledge base. It groups related articles, aiding navigation and content discovery for users. Sections can be organized hierarchically, with Parent and Sub Sections. Click here to know how to create sections
What is an Article?
A knowledge base article is a carefully drafted and reviewed piece of content that offers in-depth information, solutions, guidance, or insights on a specific topic, problem, or scenario. It serves as a valuable resource for users seeking to understand, troubleshoot, or gain proficiency in a particular area. Articles encompass a variety of formats, such as step-by-step guides, tutorials, how-to instructions, troubleshooting procedures, and explanatory documents.
Required Permission
Manage Knowledge Base of a Team
- This is a Team level - Managerial Permission.
- Only the users with this permission will be able to
- View the Knowledge Base module
- Manage Sections
- Manage Articles
- All the above is based on the team(s) they are part of.
- You can enable this permission by navigating to Roles and Permissions > Role type: Team > Managerial tab > Knowledge base section
How to create a new Article?
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Navigate to Service Desk Main Menu > Knowledge Base Module > Articles.
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Three tabs will be displayed on the top of the page.
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External Articles
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Internal Articles
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Drafts
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Navigate and click on the + button on the required tab or click on the Create Article button on the page.
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The Create Article page will be displayed. Provide the following details in the creation page displayed
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FIELDS |
DESCRIPTION |
|---|---|
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Name* |
Title of the Article. |
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Slug Text* |
This will be auto generated based on the title of the article. |
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Contents* |
Content of the Article. (mandatory) This is a Rich Text Editor. You can customise the article content using the various formatting available in the rich text editor. |
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Allow potentially unsafe content |
- Enabling the toggle will allow potentially unsafe content in the articles. - Disabling the toggle, HappyFox Service Desk will sanitise the article content like removes unsafe HTML tags and attributes, and CSS properties when article is published. |
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Section |
Select the section to which the article should be associated. The list of sections created will be listed in the dropdown. (mandatory) |
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Attachments |
You can upload the attachments for the Kb article here. This will be displayed below the Kb article separately. |
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Tags |
You can add existing tags or create new tags and associate it to the article here. If tags are already available, it will be displayed in the dynamic search results once you type in a keyword. |
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Visibility |
There are two visibility options available 1. External - Once published, Article(s) whose visibility is set to External will be public and will be visible to the end-users who can access the Support Center. These articles will be available in the respective Support Center > Knowledge Base Section.
2. Internal - Once published, Article(s) whose visibility is set to Internal will be be available only to the admins and agents who can access the Knowledge Base module > Internal Articles within Service Desk. These articles will not be made public in the Support Center.
Note: Drafts - In-addition to the above visibility options available, you can just save an article as Draft within Service Desk. These articles will be available in the Drafts tab under Knowledge base module > Articles. |
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SEO SECTION |
All the below fields are optional. |
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Title |
Article Title for the SEO Recommended length: 50-60 characters |
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Meta Description |
Article Meta Description for the SEO Recommended length: 150-160 characters |
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Meta Keywords |
Article Meta Keyword for the SEO Separate Keywords with comma |
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Sharing Image (Facebook, Twitter) |
Upload Image or File to be shared |
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Twitter Card Type |
Summary Image and Summary |
* mandatory fields
- Once the above details are provided, click on Publish or Save As Draft.
- A new Knowledge Base article will be created and you will be directed to the Article - Read only view.
- Here you can perform actions by clicking on the respective link buttons
- Preview - Will be available only for External Articles
- Copy Preview Link - Will be available only for External Articles
- Edit - Clicking on Edit, will open the Edit Article Page.
- Delete - Clicking on Delete will show the Delete Confirmation Popover. This action cannot be reverted.
- You can also view the other details of the Article in the Right Section(s) based on the configuration. Following are the sections that will be available here,
- Article Info
- Analytics
- Tags
- Attachments
- SEO
- Feedback
