How to Contribute Content to the Knowledge Base
Privileged users can add articles to and edit existing articles in the Knowledge Base by clicking the Edit Mode button at the top of the Knowledge Base workspace or in the Knowledge Base sidebar.
Folders
To add a new folder, click the Actions button at the top of the page, then select New Folder.
Give the new folder a unique name, then press Enter or click elsewhere on the page to save it. By default, the folder will belong to the root folder. To create a subfolder, click the actions button next to an existing folder, then select the Move Folder or Create Subfolder option.
Articles
To create a new article, click the Actions button at the top of the page, then select New Article.
To edit or delete an existing article, hover your cursor over the article list on the left-hand side of the page. Click the Actions button that appears next to the article, then click the Edit or Delete button, respectively.
When creating or editing an article, you can use the Properties, Keywords, and Usage Notes tabs to categorize and set search terms for the article as desired. These properties are explained in How to Use a Knowledge Base Article.
Note the following:
- The name of the article (the Article Name field) should be unique within the parent folder.
- Use the Services drop-down to assign the article to one or more services. This association is used to limit the article search by the service assigned to an interaction. You can assign an article to any number of services.
- If you select one or more services from Default article for services, the contents of this article will be automatically inserted into the reply draft for every email associated with the given service. This may be useful for creating service-specific email signatures or response templates, for example
- You can use substitution fields in articles. These fields will be replaced with data that the system will obtain from your working session and the email that you are replying to. The following substitution fields can be used:
- $(user.firstName) – first name of the agent who will be using this article for reply
- $(user.lastName) – last name of the agent who will be using this article for reply
- $(from.name) – customer’s name (the display name taken from the From: field of the email for which the given reply is composed); note that this name may not always be available
- $(from.emailAddress) - customer’s email address (the email address taken from the From: field of the email for which the given reply is composed)
- $(case.number) – number of the case this email is related to
- $(app.emailAddress) – service email address (the email address taken from the To: field of the email for which the given reply is composed)
- $(cursor) – position of the input text cursor immediately after the article is inserted in the draft reply
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