Add Articles
Your knowledge base is only as effective as the articles you put in it. Populating your knowledge
base is a relatively straightforward and easy process. A WYSIWYG HTML text editor appears making
it easy for you to begin building your library of articles. You can cut and paste your pre-existing
content and build an impressive store of knowledge in a matter of moments.
To add an article, click on �Add Article� under �Articles.� Several options are now presented to you.
Specify your article title where it states �Article Title.� The title is a brief one-line summary of your article.
Select the article category using the drop down menu. The article category is where the article
is to be placed. Keep in mind, for your WYSIWYG HTML Text editor to appear you must be using
a Windows PC with Internet Explorer 5.5+. While creating your article you can easily bold, italicize,
align, set colors, create tables, and everything you would expect to be able to do using Microsoft
Word.
There is also a tab labeled �HTML� where you can copy and paste your pre-existing HTML right into
the editor. If you do not see the editor it means your system does not meet the requirements needed
to run the editor. In that case type in or copy/paste your existing html code into the editor.
The �Mirror In� option allows you to mirror articles that do not fit in one article. Hold down on the
shift key to mirror your article into several categories. You now have the option to place your article
in more than one category. You can prevent your public users from having access to articles reserved
for administrative access.
Determine whether or not you want to set your article for immediate approval. If you check this option
it is instantly added to the public knowledge base and does not require any review or approval
to be published. When you are finished, click on �Submit� to add your article to the knowledge base.
Manage Articles
Click on �Manage� to view a complete listing of all the articles found in your knowledge base. You
can sort by �article title� or �category� by clicking on the arrow on the top.
You can modify your pre-existing articles. When you find the one you wish to change click on �e� to
the right of the article and listed under �Options.� You can modify the article title, category, �mirror
in� categories, article content, and whether it is set for auto approval.
Add any number of attachments to each of your articles. To add an attachment, click on �Manage
Articles� to the left if you are not already viewing your list of articles Look under �Article Title� to find
the article that you wish to add an attachment to. On the far left hand side under �Options there is
an attachment icon. Click on it and a small popup window opens. Click on the browse button. Select
the file you wish to use on your local computer and then click �Open� and then click �Upload.� Your
file is now attached to the article. Repeat this process to add more files to this or any other article.
Articles are as easy to remove from your knowledge base as email is from your inbox. If you are not
viewing your complete list of articles then click on �Manage Articles� in your knowledge base. Click
on the checkbox to the left of the article you wish to remove. There is a delete button located at the
bottom of the screen when you are ready to remove your articles.
In order to find a specific set of categories you may opt to filter your results. At the top of the screen
you will see a scroll down menu with the words �filter results.� Scroll down to view all your categories.
When you have found the results that you wish to filter out click on �Filter.� At the bottom of
the screen you will be asked to click �here� to view your filtered results.
Your knowledge base provides comprehensive support. When a visitor uses the �ask a question�
feature it is ideally sent directly to an administrator with knowledge of the question. The admin can
then turn the question into an article and send the visitor notification that the question has been answered.
Or, the admin can email the visitor directly.
