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What's Changed in the New KB agent module?
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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:

πŸ”€ = Change in behavior from the previous edition of KB

πŸ†• = New feature introduced in the v2 of KB.

β˜‘οΈ = Existing v1 Behaviour matched with v2 KB

❌ = Feature skipped in v2 KB

πŸ“=  Possible  feature enhancements.

 

Browse (Flow):

  • πŸ†• Nifty "+" button adjacent to subsection enables you to create sections without having to leave the browse flow. 
  • πŸ”€ Most Viewed Articles list replaces the Recently Edited articles list in Browse home page.
  • πŸ†• Section cards now have "Descriptions" for better understanding of the topic/section, particularly for internal knowledge base users. 
  • πŸ†• 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. 
  • β˜‘οΈ Browse is fully multi-lingual supported and the dropdown on top-right behaves the same way it did on the previous edition.
  • β˜‘οΈ 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.  
    • πŸ†• Article type is one of the search result components.
    • πŸ“ 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:

  • πŸ†• Relative Breadcrumbs: Breadcrumbs now follow the relative path in which the agent landed in article details page -> through browse or through article list page. 
  • πŸ†• Translating an article is now possible through the translate option present. Note: Multilingual KB should be enabled for the translate option to appear.
  • πŸ†• Created by and Created at are two new metrics tracked for Articles and are present inside "Article Info".
  • πŸ†• An article can have two states -> published/drafts. Learn more about drafts here. The article state is also a component of "Article Info".
  • β˜‘οΈ Article Preview is now re-imaged as a "pop-out" icon in the design, 
  • πŸ†• 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:

  • πŸ†• 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.
    • πŸ†• RTE has auto-grow feature and can be either restricted in height or can be viewed in full screen for optimal editing experience. 
  • β˜‘οΈ No major behavioral changes done to others create article components such as slug-text, tags, etc. 
  • πŸ†• Unpublished/New articles have the option to save them as "Drafts" prior to the article publishing. Learn more here

Article List Page:

  • πŸ†• Article titles along with essential article information such as view count, last updated by, etc.  represented in columnar fashion.  
  • πŸ†• 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.  
  • πŸ†• Category, Section and Tag Filters are added for easy narrowing of articles of similar type. 
  • β˜‘οΈ Language dropdown enables you to filter out articles that have been translated into another language. 
  • πŸ†• Articles can be sorted by Title,  Last updated and views.
  • β˜‘οΈ Article details page navigated from Article list page will have External/Internal/Draft Articles >> <Article Name> as the breadcrumb owing to its relative nature.
  • πŸ†• 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".
  • β˜‘οΈArticle Count and Number of Sub-sections are displayed recursively - similar to v1 
  • πŸ†• Search boxes are present Section List page to quickly find a section 
  • πŸ†• Category filters are added for easy narrowing of sections of similar brand. 
  • πŸ†• Clicking on Each section row will open the "Section Preview Slider" -> where essential information about the section can be edited and saved. 
    • β˜‘οΈ Sections can also be translated with the "Translate" option present in more action (Three dots) or inside "Section Preview Slider". 
    • β˜‘οΈ Agents can switch language through the dropdown to find the list of translated sections in their knowledge base.
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