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How to add articles to the Knowledge Base

Article ID: 21190 Email Print
How do I create a new Knowledge Base article?


It’s easy to add a new article using the question & answer template built into the Knowledge Base. You can format article text in a variety of ways and even embed pictures and videos into your articles.

Please note: Only administrators & operators with permission can create Knowledge Base articles.

You can add a new article in the Operator Panel anytime inspiration strikes by scrolling over the [ + New] link and selecting [ ? Article].


  • Every article needs a Title, Question, Answer and Category to be saved successfully.
  • Articles can either be private (for operators only) or public (published).

Here are the steps:

  1. Title
    Appears at the top of the article.
  2. Question
    Shows up first in search results. It’s best to use natural language for the question.
  3. Answer
    The body of the article. Format text, create links and embed media using the toolbar.
  4. Public? 
    Public articles may be viewed by both operators and customers, while private articles may only be viewed by operators.
  5. Category
    Add a new category or select an existing category.
    You can click and drag to organize category display order.
    • Tags (Optional)
      Search keywords or ‘tags’ can be added to help users find the article more easily.
  6. Select [Save] to add the article to your Knowledge Base.


You can also easily edit knowledge base articles & the changes you make will be instantly applied.

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Article Details
Views: 29225 Created on: Jul 27, 2012
Date updated: Feb 27, 2013
Posted in: Knowledge Base
Tagged: add, article

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