Managing content

Staff with the right permissions can keep the help desk’s content up to date without the administrator. The cards are in the Content Center section of the staff dashboard. Each kind of content has a list (Categories, Knowledge Base, FAQs, Downloads, Announcements) and an Add … form. Your role needs a separate permission to view, add, edit and delete each kind.

What you publish here is what customers see. See Knowledge base and FAQs, downloads and announcements.

The lists

Every list works the same way: a search box at the top with Search and Reset, then one row per item with its Title, Category, Created date and Status. Click a title, or the edit button in the row, to change the item (permission to edit); Delete removes it after you confirm (permission to delete). Display at the bottom sets how many rows show per page.

The staff Knowledge Base list: search boxes, Add Knowledge Base Article, and the four articles with their category, created date and status.

Categories

One set of categories is shared by the knowledge base, FAQs, downloads and announcements. Open Categories, then Add Category.

Field	What it does
Category Name	The name customers see.
Parent Category	Put this category inside another one. Customers see it as a subcategory.
Category Applies To	Tick where the category is used: Knowledge Base, Downloads, Announcement, FAQs. Tick at least one.
Logo	An image shown with the category. Upload Category Logo to choose a file; the size and type limits are shown under it.
Meta description, Meta keywords	Keywords are what customers’ Search Keywords box looks in.
Status	Active to show the category, Disabled to hide it.

Click Save Category.

Knowledge base articles

Open Knowledge Base, then Add Knowledge Base Article.

The Add Knowledge Base Article form: Category, Subject, the Content editor, Attachments, Meta description, Meta keywords and Status.

Field	What it does
Category	Where the article is filed.
Subject	The article’s title.
Content	The article itself.
Attachments	Files offered under the article. Add More adds another file.
Meta description, Meta keywords	Keywords help customers find the article with Search Keywords.
Status	Active publishes the article; Disabled hides it from customers.

Click Save Knowledge Base Article.

To keep an article from customers, set its Status to Disabled.

Revision history

Each time an article is saved, the previous version is kept. When you edit an article, Revision history lists the earlier versions. Restore brings one back; the current version is kept too, so a restore can be undone.

FAQs

Open FAQs, then Add FAQ. Fill in the Subject (the question), the Category, the Description (the answer) and the Status, and click Save FAQ.

Downloads

Open Downloads, then Add Download.

Enter a Title, choose a Category and write a Description.
Under Attachments, choose a file. Add More adds another row. A download needs at least one file: without one you see Attach at least one file to the download.
Set the Status and click Save Download.

The list shows how many Files each download has.

Announcements

Open Announcements, then Add Announcement. Fill in the Title, Category, Description and Status, and click Save Announcement.