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

 

 

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