Setting up your Knowledge Base


Here’s how to set up your knowledge base and create a dedicated space for your customers to find the answers they're looking for.

First, log in to your account. If you have multiple properties, check to make sure you're viewing the correct one. Hover over the current property name in the upper-left menu to select a new property from the list.

NOTE: The instructions below can only be completed from a browser or the desktop apps. They cannot be completed in the mobile app.

Select the Knowledge Base (book) icon in the upper tab menu. 

If you want to configure a knowledge base you’ve already created, select Configure in the upper-right corner of the panel.

If you’re setting up a brand new knowledge base from scratch, click the Set Up Knowledge Base button in the next panel.

Click the Start button under Getting Started.

Under Appearance, add a logo. Your logo will automatically generate a favicon, footer logo and touch icon for your knowledge base.

Select a primary base color and font style.

Then, click Next and Go to Knowledge Base to set up the settings and appearance for your new knowledge base.

There are a lot of options for customization here and most of them will change how your Knowledge Base looks. Let's start with the most important part: where your knowledge base will live on the internet.

On the left, you'll see options for naming your knowledge base and customizing the domain. Before you can start publishing articles, you need a name and a subdomain. Fill out those fields first. Then, set the status to Published. If you've chosen to use a custom domain, you also have the option to enter it here.

The next options are all for customizing your knowledge base with images. For best results, make sure to check the minimum and maximum sizes allowed for each of the images before uploading. 

The Logo will appear in the upper left of the knowledge base. The Header Banner functions as repeating wallpaper. Choose a pattern from the gallery or upload your own image. Alternatively, you can remove the header image and use a solid color background

If you're wondering what a favicon is, it's the tiny picture you see on the left-hand side of a tab in a browser. Your favicon and the text right next to it can be customized by changing the browser title just under the Social Media Banner option. 

The heading and subheading will appear on the front page of your knowledge base as seen below.

The next options will change the overall appearance of your knowledge base and what your customers will see in search. 

The Meta Description will appear in search engines. This is your chance to promote your knowledge base and add relevant keywords.

Under Localization, you can change the language of your knowledge base and edit the text in the ticket submission form. To the right, you can control the option to submit a ticket directly from your knowledge base.

Be sure to check out the advanced option in the Advanced KB appearance area, as seen below, to make any big changes you want to the overall look of the Knowledge Base. Here, you can change the color and font to coordinate with your brand.

There are a lot of options for you to customize, so feel free to make a few changes and see how it all comes together. 

Next, you can enable feedback and choose from among 4 options: thumbs up/thumbs down, happy/sad, smile/frown or yes/no.

To the right of the feedback option, you can choose a layout: block or list.

Once you've got the appearance sorted and have made decisions about using ticketing and feedback, you're onto the final stretch. Now it's time to enter your social media links so visitors can reach you, add your Google Analytics if you've got that set up, and choose a widget to appear on your knowledge base.

With so many options for changing the appearance of the knowledge base, it can be helpful to keep a second tab open so you can switch between views as you keep tweaking until you've got something you're proud of.

If you have other questions, don’t hesitate to reach out to our support team or schedule a call.

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