Using Knowledge Base

This guide is for editors who write help content and owners deciding how to structure it. Every step uses the labels you see on screen.

Using Knowledge Base (editor how-to)

How to create a collection

1. Go to Knowledge Base.
2. Click Create collection.
3. Name it for a topic your visitors care about (for example “Getting started”).
4. Save the collection.

How to write and publish an article

1. Click Create article.
2. Add a Title and write the Body as HTML. The plain text field preserves existing HTML exactly when you save an unrelated change; each version stores its own body.
3. Put it in a Collection so visitors can find it.
4. Set it to Public and publish it when it is ready for customers.

How to edit an article and review past versions

1. Open an article to edit it.
2. Update its title and body.
3. Check the earlier versions listed for the article before you publish the next revision.
4. Save and publish when you are happy.

How to organise articles

1. Open an article.
2. Set or change its Collection, and its sort order within that collection.
3. Save. The article moves to its new place in the knowledge base.

How to let visitors find articles

1. Make sure the article is Public and published.
2. Visitors can then browse its collection and search for it on your site.

Rolling out Knowledge Base (for owners)

Turn on first

• A clear set of collections. Decide your top-level topics before writing many articles, so the knowledge base stays easy to browse.

Add when needed

Need	Enable
Group related help content	A Collection per topic
Connect related articles	Related articles on each article

Don’t enable yet

• Don’t publish half-finished articles. Keep them unpublished until they are ready for customers.

Who does what

Role	First useful screen
Editor	Articles: write and publish help content
Site owner	Collections: keep the structure clear

Troubleshooting for editors

What you see	What it means	What to do
My article isn’t on the site	It isn’t Public yet, or isn’t published	Open it, set it Public, and publish
An article is hard to find	It isn’t in a collection, or the collection is unclear	Assign it to the right Collection and name collections clearly
Articles appear in the wrong order	Their sort order needs setting	Open each article and set its sort order within the collection
Visitors can’t search an article	It is unpublished or not public	Confirm it is Public and published