This document illustrates the changes made to the KB management module in its first major revamp. The changes made to the module are enlisted page-wise for your perusal.

Legend:

🔀 = Change in behavior from the previous edition of KB

🆕 = New feature introduced in the v2 of KB.

☑️ = Existing v1 Behaviour matched with v2 KB

❌ = Feature skipped in v2 KB

📝=  Possible  feature enhancements.

Browse (Flow):

• 🆕 Nifty "+" button adjacent to subsection enables you to create sections without having to leave the browse flow. 
• 🔀 Most Viewed Articles list replaces the Recently Edited articles list in Browse home page.
• 🆕 Section cards now have "Descriptions" for better understanding of the topic/section, particularly for internal knowledge base users. 
• 🆕 The count of articles in the subsection is now listed inside the card in Section Detail pages, along with the list of subsections. This value is not recursive. 
• ☑️ Browse is fully multi-lingual supported and the dropdown on top-right behaves the same way it did on the previous edition.
• ☑️ Browse Search is also present in v2 KB. 
  • ❌ Section filter is now removed but instead moved to the search present in article and section list screens.  
  • 🆕 Article type is one of the search result components.
  • 📝 There is an improvement to KB search planned in the upcoming weeks.
• URL changes:  
  • Section Details page
    • v1: https://support.happyfox.com/staff/kb/section/121/?language=1
    • v2: https://support.happyfox.com/staff/kb/browse/sections/121

Article Details page:

• 🆕 Relative Breadcrumbs: Breadcrumbs now follow the relative path in which the agent landed in article details page -> through browse or through article list page. 
• 🆕 Translating an article is now possible through the translate option present. Note: Multilingual KB should be enabled for the translate option to appear.
• 🆕 Created by and Created at are two new metrics tracked for Articles and are present inside "Article Info".
• 🆕 An article can have two states -> published/drafts. Learn more about drafts here. The article state is also a component of "Article Info".
• ☑️ Article Preview is now re-imaged as a "pop-out" icon in the design, 
• 🆕 Section component inside "Article Info" always show the true section hierarchy of the article, even in cases where the breadcrumbs are relative.
• URL change: (Article in URL becomes Articles)
  • v1:https://support.happyfox.com/staff/kb/article/740-creating-editing-and-linking-assets/
  • v2: https://support.happyfox.com/staff/kb/articles/740-creating-editing-and-linking-assets/                        

Article Edit Screen:

• 🆕 Rich Text Editor:
  • RTE made more WYSIWYG in article staff preview.
    • Default Font: Open Sans
    • Default Font Size : 16px
    • New Features added:
      • Horizontal Line
      • Table
      • Paste from Word
      • Find and Replace
      • Code Snippet
      • Emoji
      • Media Embed.
  • 🆕 RTE has auto-grow feature and can be either restricted in height or can be viewed in full screen for optimal editing experience. 
• ☑️ No major behavioral changes done to others create article components such as slug-text, tags, etc. 
• 🆕 Unpublished/New articles have the option to save them as "Drafts" prior to the article publishing. Learn more here. 

Article List Page:

• 🆕 Article titles along with essential article information such as view count, last updated by, etc.  represented in columnar fashion.  
• 🆕 Internal, External and Drafts form three tabs of the article list page. Clicking on each tab will list the corresponding article of that visibility mode.  
• 🆕 Category, Section and Tag Filters are added for easy narrowing of articles of similar type. 
• ☑️ Language dropdown enables you to filter out articles that have been translated into another language. 
• 🆕 Articles can be sorted by Title,  Last updated and views.
• ☑️ Article details page navigated from Article list page will have External/Internal/Draft Articles >> <Article Name> as the breadcrumb owing to its relative nature.
• 🆕 Search boxes are present for all the three tabs inside Article List page. 

Section List Page:

• The section backbone structure of your KB is represented in a hiearchical tree-like expandable table.
  • To view subsections of a section, expand the parent section by clicking on the "Arrow".
• ☑️Article Count and Number of Sub-sections are displayed recursively - similar to v1 
• 🆕 Search boxes are present Section List page to quickly find a section 
• 🆕 Category filters are added for easy narrowing of sections of similar brand. 
• 🆕 Clicking on Each section row will open the "Section Preview Slider" -> where essential information about the section can be edited and saved. 
  • ☑️ Sections can also be translated with the "Translate" option present in more action (Three dots) or inside "Section Preview Slider". 
  • ☑️ Agents can switch language through the dropdown to find the list of translated sections in their knowledge base.