Using the Knowledge Base

This article aims to guide users on how to effectively use the Knowledge Base to enhance business operations. The Knowledge Base can serve as an archive for internal documents and a tool for internal training, making it a valuable resource for businesses.

Creating a Knowledgebase Article

To create a knowledgebase article:

Select "CRM" from the top menu.
Select "Knowledgebase" from the side menu.
Select "New article" to create a new article.

Importance of Knowledgebase Article Titles and Tags

A thoughtfully selected title (1) and a strategic choice of tags (3) can greatly enhance the user experience. These components enable users to efficiently locate the information they seek. Keep in mind, you can apply up to three tags per article.

Insert the main content of the article into the (2) body section, then choose the appropriate (4) audience. (5) Include any necessary attachments with the article.

Content of a Knowledgebase Article

The body of the article can include various elements to make it more informative and engaging (2). These can include:

Tables: To organise data in a clear and concise manner.
Links: To provide additional resources or references.
Images and Videos: To visually illustrate points and make the content more engaging.

Audience Selection for Knowledgebase Articles

When creating a knowledgebase article, select "internal" as the audience (4). This ensures that the content is accessible to the correct users. This will bring up a Roles list, enabling you to select the roles required to see this article.

Attaching Files and Documents to Knowledgebase Articles

You can attach relevant documents to your knowledgebase articles (5). This feature can be particularly useful when the article refers to specific documents or when additional resources are needed.

Identifying Recently Updated Knowledgebase Articles

The 'Updated' column provides information on when articles were last updated. This feature helps users to identify the most recent information.

Conclusion

The Knowledge Base is a powerful tool that can enhance business operations when used effectively. By carefully selecting article titles and tags, creating engaging content, correctly selecting the audience, attaching relevant documents, and keeping track of updates, you can make the most of this resource.