Creating a new Knowledge Base article
By Shane Wall
Last Update vor 2 Monaten
To start adding articles to your Knowledge Base, make your way to the Knowledge Base section of the Dashboard, you'll find it on the left-hand side as seen below.
From here you'll be able to see every previously created Knowledge Base entry.
If you have multiple properties, make sure to check you're currently viewing the correct one by hovering over the hamburger icon at the top of the Dashboard.
It may look a little empty for now but you'll find you'll be filling it up in no time. Click the green, New Article button in the top right corner to get started. For now, we'll focus on the document settings on the left.
The Slug will control the final portion of the URL. Unless you have a specific reason to change this it's best to leave it blank. Once you save a draft or publish the article, it will automatically generate the slug based on the title of the article to keep things simple and help with search engine optimization.
Underneath, you can change the Status of the article. A Draft is only viewable by you or a team member with access to your Dashboard of the Property you're creating the draft in. If you want to have a quick look to see how the article will appear once it's published without your customers being able to see it, there's a preview function up the top next to the save draft button.
Once you're happy with how it looks, changing the status to Published will make it available for any visitors on your site. You can still make changes to the article once it's published by updating it and saving the changes within the Dashboard.
If an article is no longer relevant and you want to stop your customers seeing it once it's been published, you can either change the status to Archived or hit the much more permanent Delete Article button at the bottom of the document summary.
Public articles will be displayed in your Knowledge Base and available to read by anyone with access to the URL. This is the best space for tutorials, frequently asked questions, advanced tips, guides or any Knowledge Base article created for helping your customers. Once an article is published it will be indexed by Google.
Private articles are only visible by your team within tawk.to apps when signed in to the Property associated with the article. This can useful for keeping track of policies and procedures specifically for your team and is a great way for team members to access information.
Next, you'll want to select a Category. Making sure you've got your categories set up right will go a long way to making it easier for your visitors to find the information they're looking for. You can select multiple categories per article but the one with the green flag will be the Primary Category. When you're done assigning categories, hit the cross in the top right so save your selections.
Language and Author
The next drop-down box allows you to choose from one of the supported languages and right under that, you can select who will appear as the author of the article.
Your final decision to make in this document section is what articles to encourage as a follow up to this one. By adding Related Articles you'll be adding suggestions for further reading below the article you're writing once it's published.
That's is for the document settings, now we'll move over to the right side and go through adding the actual content of the article and making changes to individual blocks.
Title and Subtitle
Every article needs a title and you won't be able to save a draft without one. If you've left the Slug blank on the left-hand side, the title will be used to generate a new one once you've saved the draft or published the article.
Titles are super important around the internet and not just because it lets a reader know what to expect from the article. Titles also play a big role in search engine optimization, governing how close to the top your site will appear when someone searched for it on google and other search engines.
Once you've got yourself a snazzy title you're happy with its time to decide if you'll be using a subtitle. This one is optional but, again, giving the reader another chance to get a sense of why they should commit to reading the article can be very helpful.
When your Knowledge Base article is published you'll notice that the title and subtitle will appear at the top followed by who the author is and when it was last updated. These items will appear first, everything else you add to the article from this point on can be moved to appear in any order you like.
You'll see just under the subtitle an empty block is ready to be formatted. Before we dive into what the seven options are and what you can do to customize them have a quick look at the buttons above and below the empty block. There's a green plus to add a new block, either above the current block or below, the six dots that will allow you to drag and reposition a block and the red trash can for permanently deleting a block.
Blocks can be added at any time and moved or removed as you like. Think of them like paragraphs in a book or separate posts in a social media timeline, except you control what order they appear in. Each block you create will also open up a new block settings panel on the left to help you adjust it to your needs.
Starting from the left the first option is a Header. You may not want to add one of these so soon after the title and subtitle but creating headings to break up longer articles will be an incredible help with making your article easier to read and allowing readers to find what they're looking for quicker.
Adding structure will increase the likelihood of readers making it to the end and it will also keep search engines happy as it makes things easier for them to figure out. You can change the size and color in the block settings on the left to suit the style you're going for but keep in mind that the size of the headings once again passes information on to search engines.
You'll notice there is no H1 because that's reserved for the title of the article. The lower the number, the more important the heading is to a search engine so try to nest your headings together with smaller text size (and higher numbers) appearing as subheadings to introduce different sections.
The Paragraph option allows you to enter text and is likely the most common block you'll be using. No need for a lot of bells and whistles here, other than the options presented in the block settings on the left it's pretty straight forward. If you want to customize your paragraphs you can change the size and color or even the background color if you're going for a specific look with your Knowledge Base articles.
Adding Images to articles helps a lot with readability. It's great to explain with text but adding an image that shows visually what you're explaining should always be an option. In the block settings on the left, you can set how you want your images to appear on the page, on the left, centered, or on the right.
This choice comes down to style and your personal preference and as with all choices related to style, it's best to make a choice and stick to it. Have your visuals be as uniform across multiple pages makes for easier reading as viewers will come to expect a certain format.
As for how you choose to attach your images you have two choices, either include the URL of the image from somewhere out there on the internet or upload one you've got ready to go from your computer. Once again it's best to keep things as consistent as possible so make an effort to keep your images of the same size and quality for easier reading.
If you want to share snippets of code and include the formatting associated with it to make it as easy to read as possible the Code block is what you want. In the block settings on the left, you can select the type of code you're using from a list in the drop-down menu.
Videos make your content and the world just a little bit better and there are a few options for you to choose from when adding a video to a Knowledge Base article. First, you need to select a source, Youtube, Vimeo and Dailymotion are popular options and each will give you different options and controls depending on your source. Or, if you aren't using one of these platforms you can select the self-hosted option.
Once you've got the correct video platform selected, add the URL for the video and make any adjustments you feel necessary below. How the video appears and how it plays for visitors can be tweaked here if you want to dig in and make some changes without altering the original video.
The Divider block gives you two options for breaking up content in your Knowledge Base article and controlling the space between other blocks. You can go for the visible line divider in one of three styles and choose a color that works for you or make the divider invisible.
Changing the height will increase or reduce the space between other blocks. If you're not sure how big it needs to be or how it will look, hit the save draft button and then click preview right next to it and you'll see a temporary version as it will appear if it was published as it is.
The final option is for inserting tables into your articles. Other than adding text into the Table block all formatting options will again be in the block settings panel on the left. Choose the number of rows and columns and if you really want it to pop, try playing with the text and background color.
That wraps up all of the block options, once you have all of your content in place and you're happy with how it fits together you can publish the article for all to see by changing from the block settings back to document settings, changing the status to published and clicking the green save button up the top.