CloudFon's Knowledge Base system allows you to create multiple knowledge bases. Each knowledge base is entirely separate from the others. Setting up multiple knowledge bases is especially helpful, for example, when you are supporting various products. Having all articles in the same knowledge base can be confusing and overwhelming for customers using only one product.
Create Multiple Knowledge Bases
To create multiple knowledge bases, follow these steps:
Log in to your Cloudfon CX.
From the left navigation menu, go to Help Center > Knowledge Base.
Click the Knowledge Base drop-down list and navigate to the Manage knowledge bases area.
Click Manage.
The Knowledge Bases drawer appears. And click Add button.
Continue to customize the settings, build a repository of articles, and so forth.
If you select Closed, Agent can’t see the Knowledge Base, select Open, Agent can see the Knowledge Base.
Create an article
Setting up your knowledge base starts with creating articles. CloudFon Knowledge Base provides an easy-to-use Markdown editor and allows you to organize articles by category and tag, so that they are easy to find and maintain.
Log in to your Cloudfon CX.
From the left navigation menu, go to Knowledge Base > Knowledge Bases > Articles.
(Optional)Select a category, or add a category.
Click New Article.
On the New Article page, input the article title.
Select a category for the article.
(Optional) Add tags for the article. The tags help you identify articles from the Knowledge Base backend. Tags are invisible to your readers.
(Optional) Select the checkbox to mark the article as Featured. Featured articles appear above the non-featured ones on your knowledge base pages.
Once the article is ready, change the article status to Published, and then click Save. Articles in Draft mode are invisible on your knowledge base.
After an article is created, you can edit, view, and delete it.
The article is created and published successfully.