Publish a Knowledge Base Article

A useful knowledge base article gives your team a consistent answer to common questions. Published articles can also be suggested while handling help desk tickets, so keeping them current helps both customers and support staff.

Write the article

1. Open Knowledge Base

   Open Content and choose Knowledge Base. Add an item and give it a clear title that describes the question it answers.

2. Write for the reader

   Put the answer near the top, then add the steps or context someone needs to solve the problem. Use the available fields to add the article content and any other useful details.

3. Choose visibility

   Select which customer, candidate or company portals should show the article. Only enable the audiences the content is written for.

4. Review and publish

   Save the item as a draft while it is being written. If it needs approval, assign it for review; the reviewer can approve it for publication or reject it with feedback. When it is ready, select Publish.

Keep it useful

Unpublish an article if it should no longer be visible, or archive it when it is out of date. Content keeps a version history, so you can restore an earlier version if a change needs to be undone.

For more, see Content.