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:
If you have multiple properties, check to make sure you're currently viewing the correct one by hovering over the hamburger icon at the top of the Dashboard.
On the Dashboard, click the Knowledge Base (book icon) tab in the left menu. Then, click the Configure button in the upper-right corner to start setting up your 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.
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 how you want the chat widget to behave on the Knowledge Base.
To the right of the feedback option, you can choose a layout: block or list.
With so many options for setup and a lot of them making big visual differences, it can be helpful to keep a second tab open with your Knowledge Base so you can switch between views as you keep tweaking until you've got something you're proud of.