How to create knowledge articles using templates in?
When agents go to create new articles, the settings they made will be reflected. Knowledge Authors can use the templates to create knowledge articles quickly and the fields for the knowledge article are pre-populated according to the selected template. To create knowledge articles using templates:
How to create an effective knowledge base article?
Creating an effective knowledge base article takes some planning. You want to make sure that each article addresses a real customer issue and that the information is presented in a logical way. You should refer to your knowledge base content plan when selecting the topic for your article.
What are the different types of knowledge articles?
Types of Knowledge articles can include solutions to common issues, product or feature documentation, answers to frequently asked questions (FAQs), product briefs, and more. Use the rich text editor to create knowledge articles, format your content or embed videos and images.
How to change the language of a knowledge article?
When you create a new knowledge article, the default language you selected is used. If you need to change the language for a specific article only, select the Summary tab, and then select your preferred language in the Language field. Select Save. The changes you’ve made will affect the agent experience.
How to create a knowledge base article url?
To configure a knowledge base article URL, do the following: In the sitemap, under Knowledge Base Management select Settings. Under Support Portal Connection, set Use an external portal to Yes. In the URL format field, enter the URL name. Select Save. The knowledge base article link is now active and can be copied and shared.
How to edit a knowledge article in Excel?
The knowledge article subgrid displays the knowledge articles that have been linked with the entity. Some of the options available are as follows: You can also edit a knowledge article by double-clicking it in the linked articles list.
How to link knowledge articles to an entity?
To link the knowledge article to an entity, you need to do the following steps. For the sake of this example, let us consider the entity as Accounts. In the Customer Service Hub site map, go to Customers > Accounts. Select any active account from the list of accounts. On the Summary tab, scroll down to the Linked Knowledge Articles subgrid.