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 tab ⮕ Click the Configure button in the top 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, so let's start with the most important part: where your Knowledge Base will live on the internet.
On the left side, you'll see options for naming your Knowledge Base and adding domain information. 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 how your Knowledge Base will look by using images. For best results, make sure to check the minimum and maximum sizes allowed for each of the images before uploading. Both the logo and header banner will appear at the top of the Knowledge Base.
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 when they navigate it. 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. 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.
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.
With so many options for setup and a lot of them making big visual differences, it can be great to keep a second tab open with your Knowledge Base as you dive into the options here, so you can switch between views as you keep tweaking until you've got something you're proud of.