Although your customers cannot add knowledge base articles by themselves, they can comment on existing articles and rate their usefulness.

You can create categories and tags to organize articles.

Articles and categories are displayed in a chronological order by default. You can reorder them at any time.

Agent collision detection keeps agents aware when other agents are editing a particular article. This helps ensure multiple agents don't make changes to an article at the same time and overwrite each others' work. Learn more

Settings

Under the Knowledge Base section in Settings you can do a number of things.

You can toggle Knowledge Base on the user portal, change how articles are listed, set commenting and voting options.

If you enable article usefulness rating, users will see "Was this article helpful?" with a "Yes / No" under each article. This gives you valuable feedback on each specific article. Learn more

Articles can be closed for commenting individually. Learn more

You can toggle commenting on/off for all articles by going to Settings > Knowledge Base in your admin area.

Articles can also be closed for comments individually. Learn more

At the bottom of each knowledge base article users will see a question:

Was this article helpful?

They can click on Yes or No button to cast their vote.

Users can also leave their feedback in a comment and clarify what they need or would like to see fixed.

Open an article in the admin panel and click on the Voters tab to see who rated it and how.

Article usefulness rating can be turned on or off on the Settings > Knowledge Base page in the admin panel.

We want to "pin" certain articles up so they appear above our categories. To do this you must mark your article as 'Uncategorized', i.e. remove it from a category. Here's how to do this:

1. Go to the Community (or Knowledge Base) page in the admin panel and click on the Knowledge Base channel on the left pane.
   
   
   
   
2. Click on the gear icon to the right of the search bar and select Change Order.
   
   
   
   
3. You can see all your articles categorized into folders. The screenshot below does not show any uncategorized articles as they are all distributed between our five categories.
   
   
   
   
4. Drag articles that you would like to pin to the bottom of the list outside of the folders. The following screenshot shows four articles moved to the bottom. They are now uncategorized.
   
   
   
   
5. Go to your user portal and refresh it. You'll see these articles displayed at the top.
   
   
   
   
6. You can also set an article as uncategorized as you're editing it.
   
   

That's it!

Your Knowledge Base articles and Community topics (Questions, Ideas, Problems and Praise) make use of agent collision detection. It's available to agents through the Admin Panel and the User Portal.

When an article is being edited by at least one agent, a red corner will show up on the article or topic in the Community table view.

If you open an article that's being edited by someone else, a red box with a pen icon will appear in the top right corner indicating the number of agents working on it. Hovering the box will show the list of current editors.

If you try to open such an article for editing you'll get a message warning you of a potential conflict. By ignoring this warning, you risk overwriting the work of your colleagues or get your work overwritten. This way, agents can wait until the other party is finished before beginning to edit the article.

Agent collision notifications are performed in real-time. Once an agent navigates away from the article or stops editing it, it's reflected in Helprace immediately.

It’s important to build your knowledge base content gradually, building awareness and driving traffic to your content as you grow. In this article we are going to discuss how to start adding knowledge base articles to your Helprace, as well as give you some pointers on growing your library’s reach.

Any of your staff members are able to add, modify or hide knowledge base articles. To add a knowledge base article, click + and select article from the left menu.

To change the placement of your knowledge base article within your Helprace, take a look at Changing the order of your knowledge base articles.

Tips on growing the reach of your knowledge base content

1. Familiarize staff members with knowledge base articles.
   • Use knowledge base articles to inform newly hired agents of best practices in writing and structuring their answers. During your onboarding process, your agents will get a grasp of what’s documented, where to find it and how to point users to the right bit of information.
   • Establish a process to link your articles to your tickets. This can include linking a certain knowledge base article in the reply when ticket tags match those of the knowledge base article.
   • Your knowledge base is located right in your Helprace admin panel. An agent working on a ticket can click on the Community tab, locate the appropriate article and continue working on the ticket immediately.
     
     
2. Link your content throughout Helprace
   • Helprace shows related content in the sidebar next to search results and community topics. In other words, the larger your knowledge base library is, the more prevalent its placement will be throughout your Helprace.
   • Teach your agents to respond to community posts with links to knowledge base articles. Allow all staff members to refer to knowledge base articles when replying in the community.
   • To drive additional traffic to your articles, you can set ticket triggers to auto-respond users in certain conditions. These auto-respond emails can include links to your knowledge base articles.
     
     
3. Link your content outside of Helprace.
   
   • By linking your knowledge base articles in frequently landed pages on your website, you can increase visibility to your articles. Using this proactive support strategy, you can increase conversion and drastically reduce support requests.
   • Share your articles on social media, blog posts and YouTube channel.

Tip: When populating your knowledge base, remember that quality trumps over quantity. We’ve compiled a list of best practices on formatting your Helprace articles: Formatting knowledge base articles.

Based on how your users behave in your knowledge base, you may find that reorganizing and touching up information keeps your users more engaged with your content.

Your company spaces have their own knowledge base which can be divided into categories. To learn more about categories, take a look at Adding categories to your Knowledge Base

• Changing the directory an article belongs to
• Changing the order of articles
• Changing the order of categories

Changing the directory an article belongs to

1. Point to Knowledge Base under the Community section.
2. Select a knowledge base article in the item list. Select the appropriate categories from the dropdowns.
   
   
   
   Hit Save Published. Your article has just been moved to the specified category.

Changing the order of articles

1. Click on the  ⋮ button on the right of Knowledge Base and select Change Order.
   

   

   You can now click and drag any article to a desired destination.
   

   
   
   You can also move categories (the gray folders) around on that screen.

Changing the order of categories

You do not have to open the Change Order page to reorder your categories though. You can simply click and drag the folders on the sidebar in the order that you wish.

Your categories and article will show up in the user portal in the same order.

Click on the ⋮ button and select Add Category. Click Change Order to move articles between categories, or arrange your categories in the desired order

You can also drag and drop your folders to change their order of appearance in Helprace.

Move your article while viewing it:

Move your article while in list view:

Move items using bulk actions at the base of list view.

To add an article to your newly created category, select your category and follow the steps as outlined in Adding articles to the knowledge base.