Creating Knowledge Base Articles

The Knowledge Base app in Site Administration contains everything you need to create articles in the Knowledge Base. You can create articles by authoring them in the app’s WYSIWYG editor or by importing them from Markdown files (.markdown, .md) in a ZIP archive. The sections below cover both ways of creating articles.

Note: To access Knowledge Base in Site Administration, a Role must have the permission Knowledge Base → Access in Site Administration. To add or act on articles, folders, or suggestions, the Site administrator must grant the appropriate permissions using the Permissions window in Knowledge Base.

To navigate to the Knowledge Base app, open the Menu () then go to Site Administration (the menu for your Site) → Content → Knowledge Base. The Knowledge Base app has 3 tabs:

• Articles: Create and manage articles and folders.
• Templates: Create and manage templates.
• Suggestions: Manage user-submitted feedback for articles.

Select the Articles tab, then proceed to the sections below for instructions on creating articles.

Figure 1: The Knowledge Base app in Site Administration lets you create Knowledge Base articles.

Authoring Articles in the Editor

Follow these steps to create an article in the editor:

1. In the Articles tab, click the Add button () and choose Basic Article or the name of an available template. This brings up the New Article form.

2. Enter a title for the article. A URL-safe version of the title you provide is added to the end of the article’s friendly URL. You can manage the friendly URL in the Configuration section’s Friendly URL field.

3. Use the WYSIWYG editor to create the article’s content. To view or edit the article’s HTML source, click the Source button in the editor. The sections below the editor let you add attachments and tags, specify related assets, and set permissions for the article. By default, View permission is granted to the Guest role, meaning anyone can view your article.

   

   Figure 2: You can create and modify a Knowledge Base article's content using the WYSIWYG editor.

4. Click Publish to submit the article for publication or click Save as Draft to continue working on it later. Note that if you’ve enabled workflow for the Knowledge Base, your article must be approved before publication.

Once the article is saved, it is converted automatically to HTML for the Knowledge Base. Articles are listed in a table in the Articles tab.

Importing Knowledge Base Articles

You can also create new Knowledge Base articles by importing them from a ZIP archive that contains articles in the Markdown format (.markdown, .md). For example, you could write articles in your favorite Markdown editor, package them in a ZIP file, and then import that ZIP file to create those articles in the Knowledge Base. The Knowledge Base can also prioritize articles by their filenames’ numerical prefixes. For example, the Knowledge Base would list 01-article.markdown and 02-article.markdown in ascending order by their numerical prefix (01, 02). For more information on article priority, see Managing Knowledge Base Articles For detailed information on the Knowledge Base importer, see the following topics:

• Importing Knowledge Base Articles
• Knowledge Base ZIP File Requirements
• Knowledge Base Importer FAQs

Note: To import articles, your Role must have the permission Knowledge Base → Resource Permissions: Import Articles.

Follow these steps to import articles into the Knowledge Base:

1. In the Articles tab, click the Add button () and choose Import. This brings up the Import form.

2. Click Browse and select the ZIP file that contains the articles you want to import.

3. If you want to use the files’ numerical prefixes to prioritize the imported articles in the Knowledge Base, select Apply numerical prefixes of article files as priorities.

4. Click Save when you’re finished.

Like all articles, imported articles are automatically converted to HTML for the Knowledge Base and listed in a table with the rest of the articles in the Articles tab.

Figure 3: You can import ZIP files that contain Knowledge Base articles in Markdown format.