Knowledge base is divided into two parts: Categories and Articles.

Categories

You can organize your knowledge base content into categories and sections and manage the order of those categories and sections.

Categories are the top-level organizing containers of the Help Center. Categories contain sections and sections contain articles. The Help Center must have at least one category. If you have only one category in your Help Center, then the category itself is hidden to end-users, and they see only the sections in your Help Center.

Lets create a new category

1. Go to Admin > Knowledge Base > Categories.
2. Click on [New Category] button.
3. Select the name of category, status and description.
4. Click on the [Submit] button.
5. After submitting the category is started showing in the knowledge base.

Adding Articles to the Knowledge base

Guide managers can create new articles and edit all existing articles in the knowledge base. Agents who are not Guide managers can create and edit articles if they have management permissions. End-users can't contribute articles to the knowledge base.

Guide managers can create new articles. Agents can create new articles if they have management permissions. Agent privileges for new articles vary depending on their management permissions. See the complete list of agent privileges for existing, published articles.

Lets create a new article

1. Go to Admin > Knowledge Base > Articles.
2. Click on [New Article] button.
3. Select the name of category, previously added category, status and description.
4. Click on the [Submit] button.
5. After submitting the article is started showing in the category of knowledge base.

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"Frequently asked questions" is divided into two parts: Faq Categories and FAQs.

FAQ Categories

All faq categories which have faqs then will be displayed on knowledge base center otherwise not show there.You can organize your knowledge base content into categories and sections and manage the order of those categories and sections.

Categories are the top-level organizing containers of the Help Center. Categories contain sections and sections contain articles. The Help Center must have at least one category. If you have only one category in your Help Center, then the category itself is hidden to end-users, and they see only the sections in your Help Center.

Lets create a new FAQ category

1. Go to Admin > Knowledge Base > FAQ Categories
2. Click on [New FAQ Category] button.
3. Select the name of category, status and description.
4. Click on the [Submit] button.
5. After submitting the FAQ category is started showing in the FAQ section.

Adding FAQs to the FAQ Categories

That’s why offering a FAQ page or service with questions you know your customers will be looking for is so vital. It gives customers the answers they’re looking for without adding stress to your customer service agents, and in a timely manner, which keeps them from ditching your site to find the answers elsewhere.

Lets create a new article

1. Go to Admin > Knowledge Base > FAQs
2. Click on [New FAQ] button.
3. Select the category, question and answer.
4. Click on the [Submit] button.
5. After submitting the FAQ is started showing in the FAQ category.

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