OneDesk includes a knowledge base that allows your customers or end-users to help themself and minimize the workload of your support team.
You can provide the knowledge base to your customers by using the web widget which can be embedded on to your website. Or you can link directly to the knowledge base from wherever you want.Your knowledge base is composed of articles and categories. Articles are contained within categories. You can further organize your categories into parent categories to create a deeper hierarchy.
Let’s begin by creating some categories for our knowledge base. For example, let’s create a category for basic company info. You can select the icon and description as it will appear in the knowledge base.
When you’ve created categories you’ll want to add them to the knowledgebase. Since, you can have multiple knowledge bases in OneDesk so some categories might appear on one and not on another. Go to More Applications, Administration, then select your Knowledge base. Under the ‘Show Categories’ section, select the categories you want visible.
Next we can make articles.
Go to the top add button and select, article. The name is the title of the article and the description is the content. You can format your text, add images, or attachments directly from here. Once the article is ready to be published, add it into the appropriate category. This action will make it visible in the category and if the category is on the knowledge base it will be accessible there.
You can always create new categories and move articles to new categories as your information changes and grows.
To configure your knowledge base settings or appearance, go to More Applications, Administration, then select your Knowledge base. At the top you can define whether customers need to login to view the knowledge base and whether they can post comments. Below that you can set the text and features to display. In the next tab is the logo, header image, and color configurations. You can preview any changes by clicking on the link at the top.
While there is a default knowledge base in OneDesk, you can have more than just one. To create a knowledge base, first, click on the More Applications icon, select Administration, then navigate to Customer Apps. Here, click ‘Create Customer App’. In the pop-up, enter a name for your new knowledge base.
If you have any questions about using or setting up your knowledge base, check out our articles or reach out to the support team via email or live chat. Thanks!