Knowledge Base quick start

After activating your license, the knowledge base comes alive! Your knowledge base presents information to your customers before they create a support ticket. This allows them to ‘self-serve’ (like at an all-you-can-eat buffet). When a customer goes to your ticket submission form (wherever you’ve added it), the articles you created in your knowledge base will be presented to them broken down by category.

See creating content on how to make the most of this

Also, you can also create a beautiful knowledge base landing page that showcases your most important content. See add a landing page for this

Your knowledge base articles have a navigational sidebar automatically appended to them. Check out more details on how it works here

Your content’s only good to the extent to which your customers find it helpful. Each article automatically has a form to receive feedback on how good (or not so good) the article is. See more here on how to check article feedback

Creating content

More on this here:

Creating Knowledge Base content

Landing page

The landing page shows all your knowledge base articles grouped by categories. The landing page is automatically created when you install the add-on named knowledge-base

The Sidebar

Every knowledge base article has a sidebar that helps users navigate through articles and view related content. It displays your knowledge base articles grouped by category.

Feedback & Related content

Every knowledge base article has a form automatically appended to it  that requests the user to rate the article.  This feedback allows you to improve your articles. Also, related content is added to allow your users to seamlessly navigate to other content in the category.

Article feedback and related content
Article feedback and related content

The collected feedback is displayed in the admin end, next to each article:

and on the article’s edit screen.

 Restrict Article Access

When you are creating a new knowledge base article you can restrict who is allowed to view that article based on four parameters namely All, None, Username, Role.

  • All restricts everyone from viewing.
  • None removes all restrictions. to viewing the article
  • Username allows only specified logged in users to view the articles
  • Role restricts viewing the article based on one or more roles.

 

Restrict Topic Access

It is possible to restrict entire topics from being viewed.

 

 

Creating Knowledge Base content

This is at the heart of how useful your knowledge base is. Let’s see how to do this…

First, on license activation, a ‘Knowledge Base’ item will be added to your admin dashboard:

WordPress Help Desk knowledge base link
Where the knowledge base magic happens…

To add anything to your knowledge base, go to that item, select ‘Add New’ and enter the details of your knowledge base article as you would for a normal post.

Categorization of your content is very important. Go to Knowledge Base > Categories to create the relevant categories that you’ll add your articles to. Customer-facing interfaces that show knowledge base articles will generally first show the categories before showing the actual articles. This allows your customer to easily select what they want to see without having to sift through all your articles.

For example, if you have three categories, add-ons, advertising and installation, this is what your customer will see when they access your knowledge base. More on accessing your knowledge base here

Knowledge base support tab

As you can see, your customer’s able to search by keyword, question or knowledge base article.

Add headers

For long knowledge base articles, consider breaking the content into sections and adding subheadings to each section. For example, an article on How to become a superhero could have a section on Finding a spider, Getting bitten by the spider, Creating a superhero costume and then Swinging from building to building

We recommend that you use h3 headings for each of these subheadings.

Table of contents

After adding headers, add a table of contents to the top of your article. Do this by using the shortcode [ksd_kb_toc]

By default, this uses h3 to create table of content entries and h4 to create child entries for each entry. Below’s an example of this in action:

ksd_knowledge_base_toc_content
Table of content entries

Below’s the table of contents generated:

Table of contents display
Table of contents display

Use different tags

If you don’t want to use h3 and h4 for your headings, you can specify that tags you’ve used as attributes of the ksd_kb_toc shortcode. For example, if you used h5 and h6 as your headings and subheadings respectively, use the following shortcode:

[ksd_kb_toc tag="h5" child_tag="h6"]

 Add Notices

Notices allow you to highlight some text. You can use shortcode [kb_notice]]  to generate different kinds of notices. The shortcode has the following options:

  1. type  – Possible values are warning, error, info and success. Default is info
  2. width – This is a percentage of how much of the content it should take up. The default is 100%
  3. align –  Where the text should align to. Possible values are: center,left,right and justify. Default is center

Below are some examples of these in action:

Code [[kb_notice]Do not try swinging like spiderman at home[/kb_notice]

Results in:

Do not try swinging like spiderman at home

Code:

[kb_notice type="error"]Do not try swinging like spiderman at home[/kb_notice]

Results in:

Do not try swinging like spiderman at home

Code:

[kb_notice width="50%"]Do not try swinging like spiderman at home[/kb_notice]

Results in:

Do not try swinging like spiderman at home

Code:

[kb_notice align="left" type="success"]We need to insist on this – Do not try swinging like spiderman at home[/kb_notice]

Results in:

We need to insist on this – Do not try swinging like spiderman at home