Within the Knowledge Base module in the web interface, you can manage your articles—create new folders and subfolders, as well as create, edit existing, delete, search, publish, save drafts, etc.
Before you start creating new articles, think about how you want to structure your knowledge base. Have in mind that the content needs to be well-written with relevant information, easy to search and that the articles are properly tagged.
You also want to make sure you are regularly updating this knowledge base.
When creating new articles, it is important to have in mind what content is relevant to your agents working with customers in the contact center.
1. Log in to the web interface, navigate to the Knowledge Base module.
For the initial configuration we recommend you define the content structure under the KNOWLEDGE BASE tab. For content structuring, you may use categories, folders, and subfolders. The only rule is you must have at least one category.
- To add a new category, hover over the folder and click + next to the category. You can add new folders and subfolders.
Once you are satisfied with the content structure, start adding articles. Category and folder name will be filled out automatically. You can rename them later.
Enter the title and the content in the article body. You can edit the content using the standard editor. Also, you can insert links, attachments, images, and videos. For uploading attachments, the limit is 10 MB per file. There isn't a limit as to how many attachments you can upload within one article.
Select the category and folder where you want to keep your article. Tag your articles. This is optional. However, for your agents to easily navigate and search your knowledge base, you need to categorize articles.
Once you are done editing, you can directly publish the article or save it as a draft.
- Now, if you're not building an organized structure but just want to add articles, go to the ARTICLE MANAGER tab and click CREATE ARTICLE. Here, you'll select the category and folder from a drop-down menu.
For each article, we provide additional details like article status, category and folder, tags, and attachments. Under Show more details, you can view who created the article and who published the last edits and when.
Agents can only see and search published articles.
Articles can be published or saved as drafts. So if you want to keep working on your draft and you're not ready to publish it, save it for later as a draft.
Published articles will be visible right away. Additionally, you can take any published article and set it as a draft if you are currently working on it and editing it.
If you edit an already published article and want to save it as a draft, have in mind that you will have to re-publish this article.
You can either publish your article directly from the article itself. Or you can save it as a draft and publish it later.
Additionally you can unpublish an article or edit it.
You can always select an article to update and edit. There are two ways to do it.
Search for the article you wish to edit, click the three dots, and click Edit.
To delete an article, you can either search for it, click the three dots, and then click DELETE.
Or you can delete the article directly within it.
If you delete an article, you will delete all its attachments as well. However, tags will not be deleted. Because tags are managed separately under Tag Manager.
Drag and Drop
Use drag and drop to better organize your content inside the Knowledge Base. This option allows you to order your categories, folders, and articles in whichever order you need. Simply drag the content piece and then drop it at its appropriate destination.
Search works based on article titles and tags. You can filter search results based on title or last edited date.
If you need to perform multiple changes for your articles, use bulk options. For publicly published articles, you can use bulk options to delete, publish or unpublish multiple articles at once.
Agents can leave comments in the right-side bar.
Comments are available from the full view under KNOWLEDGE BASE or ARTICLE MANAGER.
Comments can be edited by their creator or deleted completely. Any agent can mark comments as resolved and reviewed.
You can import content from external sources, from SharePoint and Confluence.
In case you have your content stored on Confluence or SharePoint we offer two options for integration:
Option 1 - Migrate all content directly from Confluence or SharePoint to the Infobip Knowledge Base. Once you migrate the content, you can re-structure it and edit it within the Knowledge Base. This could mean you no longer have to use SharePoint or Confluence as your knowledge base.
Option 2 - Regularly sync content between the Infobip Knowledge Base and SharePoint or Confluence. Content is automatically synced every six hours. This works in a way that you manage your content (edit, add articles, etc.) in SharePoint or Confluence and then the Knowledge Base takes a snapshot of content and syncs. This works well for larger organizations. Especially if your organization uses SharePoint or Confluence as a centralized content management system and agents need their own content under one roof hand in hand with Conversations, as our cloud contact center.
If you are interested in these importing options, please contact our Support team or your dedicated Account Manager. They offer support from Product Development as well to make sure everything goes smoothly.
To make sure your knowledge base articles are properly categorized and agents can easily search them, add tags to your articles.
Navigate to Knowledge Base module > TAG MANAGER. Here you can create new tags and have an overview of all your existing tags. You can add new tags, rename existing tags, delete tags you no longer need, etc.
The Tag Manager has bulk options as well. This could be useful so you don't have to delete each tag, one by one.
Additionally, the Tag Manager lets you search how many times and in which articles does this tag appear.