This guide will detail all the options and actions that can be performed by users on the front end of the Knowledge Base (Applications > Knowledge Base)
List of articles
- Browsing
In the centre of the screen will be a list of all articles the user has permission to view.
On the left are the categories the user can see; clicking on these will change the main list to articles within that category.
- Opening articles
Clicking on an article title ot comments (if enabled) will open it so the user can read.
The 'follow' button can be used and comments can be left at the end of the article.
Recent articles posted in the same category will be listed on the right to aid further browsing.
- Filters
On the landing page of the Knowledge Base, there are more filters and sorting options to apply to the articles that are listed.
The 'subscription' checkbox can be used to only show articles from subscribed categories.
'Most recent' is the default sorting, but users can change this to 'A-Z' or 'Most popular' based on their preference or needs.
- Search
Users can enter keywords into the search on the top right to return relevant articles.
There is also an advanced search pop-up for more detailed searching.
- Tag cloud
Clicking on a word will show all relevant articles. The tag cloud is created by KB article creators attributing tags across content.
Questions tab
Questions is an optional feature within the Knowledge Base.
If this is enabled, the tab will appear on the front end of the application.
Users can browse questions and add their own (if they have permissions)
In the 'Articles' tab, Questions will also show on the right-hand side:
Add new article
This button will only appear to users who have been given the appropriate permission to create articles to at least one category or the ability to ask a question by administrators on the admin side.
Clicking this, the system will prompt the user what they wish to create (if questions are enabled, this option will appear)
See our guides for more information - creating a new KB article, Questions.
Draft articles area
If any draft articles have been submitted for approval, they will appear here.
An approval process is required to be set up in a category for this to work, as outlined here.
3-dot menu
Extra options appear under the 3-dot menu:
- Manage articles area: This will list all articles a user has 'edit' permission for per category. Allows responsible users to oversee all articles, rather than relying on administrators to do so from the admin side.
- Manage questions: Will only appear to those with 'Manage questions' permission per category. Questions can be edited or removed.
- Manage categories: Will only appear to application administrators of KB; it leads to the admin side. Applications > Admin > KB
- Knowledge Base admin: Will only appear to application administrators of KB.
