5.1 Knowledge Base

Owned by SUPPORT
Last updated: Oct 15, 2024
3 min read

CloudCX'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 Knowledge Base

  1. Go to your system CloudCX installation domain, and log in with the admin account.

  2. From the left navigation menu, go to Help Center > Knowledge Base.

  3. Click image-20240929-075954.png to create a Knowledge Base.

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  1. In the Create a Knowledge Base page, you can do the following:

  • Upload an image as the Knowledge Base background image.

  • Input a name for the Knowledge Base.

  • Select which chat queue can use the Knowledge Base.

  • Turn on the toggle key to enable the Knowledge Base, then agents in selected chat queues can see articles in the knowledge base in the Agent Panel.

  • Click Create.

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Now, you can create articles for the Knowledge Base. The Knowledge Base can be used in Dataset Resources, you can find more details about Dataset ResourcesDataset Resources.

Create an article

Setting up your knowledge base starts with creating articles. 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. 

  1. Select the knowledge base you want to add the article to.

  1. (Optional) Select a category, or add a category.

  1. Click image-20240929-081135.png button to create New Article.

  1. On the Add Article page, you can do the following:

  • 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 list.

  • (Optional) Select the checkbox to mark the article as Featured. Featured articles appear above the non-featured ones on your knowledge base pages.

  • Input the article content with Markdown editor.

  • Once the article is ready, change the article status from Draft to Published.

  • Click Save.

Note: Articles in Draft mode are invisible on your Agentt Panel > Help Center > Knowledge Base.

  1. After an article is created, you can edit, view, and delete it.

The article is created and published successfully. 

Manage Knowledge Base

  • Edit: Select a Knowledge Base, click image-20240929-020354.png button and click “Edit” icon to open the Edit Knowledge Base page.

Note: If you want to manage articles in the Knowledge Base, please click on this Knowledge Base card to enter the article page.

  • Delete: Select a Knowledge Base, click image-20240929-020354.png button and click “Delete” icon to delete the Knowledge Base.