Difference between revisions of "Knowledgebase"

From WHMCS Documentation

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The knowledgebase feature allows you to create a collection of commonly asked questions and their answers.
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You can use the WHMCS knowledgebase to create a collection of important information, including frequently-asked questions and their answers. You can group articles into public or hidden categories, allowing you to create separate knowledgebases for customers and staff.
  
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Articles can be grouped into categories, and categories can be either public or hidden, allowing you to create staff only knowledgebase entries too.
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You can access this feature at '''Support > Knowledgebase'''.
  
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The client area offers the user the choice of browsing through the articles in your KB by category, popular tags or searching based on keywords they enter.  
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The Client Area offers the user the choice of browsing through the articles by category, by popular tags, or by searching for keywords.  
  
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===Creating Categories & Articles===
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== Categories ==
  
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* The first step is to create a category to contain articles, navigate to '''Support > Knowledgebase''' and click the Add Category tab
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Before you can start creating articles, you must create at least one category to store them in.
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* Enter a name and description to be displayed to clients. Tick the Hide checkbox to make this category invisible, it will only be visible in the admin area. Click Add Category.
 
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* Now click the Add Article tab and enter the title of the first article and click Add Article to be taken to the editing page.
 
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* The Category field displays which categories this article belongs to, a single article can be assigned to multiple categories by ctrl + clicking.
 
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* The views and votes statistics can be changed here, it displays how many people have viewed this article and how many rated it helpful.
 
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* Ticking the Private checkbox will mean this article is not visible to visitors so clients must be logged in to read it.
 
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* The Display Order enables the default alphanumeric display order (1,2,3,a,b,c...) to be overridden with a custom one. An article with a display order value or 0 would be displayed at the top of the category, 1 beneath that, 2 beneath that and so on.
 
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* Enter the contents of your article in the large text area.
 
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* If you operate in multiple languages click the language beneath the main text area to reveal an additional text area into which the article can be translated.
 
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* Finally click Save Changes
 
  
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===Editing Articles===
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To do this:
  
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To edit an existing article simply click the category name and then the article name.
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# Go to the '''Add Category''' tab.
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# Enter a display name.
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# If you want to create a staff-only hidden category, check '''Check to Hide'''. The category will then only be visible in the Admin Area.
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# Enter a description.
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# Click '''Add Category'''.
  
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===Tags===
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== Articles ==
  
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Knowledge base tags are available to highlight keywords relating to an article.
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Articles are the pages that comprise the knowledgebase. Each article exists in at least one category.
  
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Tags allow you to group articles across multiple categories that share a common theme. Tags are then used to generate a Tag Cloud showing the most common themes in articles and allowing all articles associated with a given tag to be viewed.
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To create an article:
  
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Tags that occur more frequently will display in a larger font providing an indication of the number of articles for a given tag.
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# Go to the '''Add Article''' tab.
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# Enter an article name.
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# Click '''Add Article'''.
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# Select the article's category or categories. To select more than one category, <tt>CTRL</tt>+click on the desired categories.
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# If you want to manually set the views or votes for the article, enter the desired numbers in '''Views''', '''Votes For''', or '''Total'''.
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# If you want to override the default alphanumeric display order, enter the desired number or letter in '''Display Order'''. For example, entering <tt>0</tt> would cause the article to display at the top of the category.
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# Check '''Private''' to only allow logged-in users to view the article.
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# Enter the desired tags by typing them into '''Tags'''. For more information, see [[#Tags|Tags]] below.
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#* Matching existing tags will display as you type. Press '''Enter''' to add the displayed tag.
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#* To add a new tag, enter it and then press '''Enter''' or '''Space'''.
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#* Tags cannot contain spaces.
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# Enter the article content and apply your desired formatting. For more information, see [[#Images|Images]] below.
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# To translate the article into additional languages, click that language under '''Multi-Lingual Translations''' under the text box. Then, translate the article in the new text box that appears.
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# Click '''Save Changes'''.
  
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====Managing Tags====
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To edit an existing article, click the appropriate category names until you see the desired article, and then click the article name. Make the desired updates and then click '''Save Changes'''.
  
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* Navigate to the article you wish to modify tags for
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=== Tags ===
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* Begin typing tags into the Tags field
 
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** Any matching existing tags will be displayed, simply press the Enter key to add the selected tag
 
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** To add a new tag, continue typing and once complete hit Space or Enter
 
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** Tags may not contain spaces - you can however use hyphens
 
  
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===Image Uploading===
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Knowledgebase tags highlight keywords for an article. You can use them to group articles across multiple categories that share a common theme.
  
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<div class="docs-alert-info"><i class="fa fa-info-circle"></i> This section describes features available in version 7.10 and above</div>
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Tags can generate a Tag Cloud showing the most common themes in articles and allowing the user to view all articles associated with a given tag regardless of category. Tags that occur more frequently will display in a larger font.
  
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Images can be uploaded through the knowledgebase rich text editor from the Insert → Image menu.
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=== Images ===
  
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On the Insert/Edit image modal that appears, choose the Upload tab and follow the prompts. Once uploaded, the image URL will be inserted automatically a the point of the cursor.
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<div class="docs-alert-info">
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We added images in WHMCS 7.10.
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</div>
  
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After an image has been uploaded, it will be available for re-selection in the insert image popup under the '''Recent images''' select box. The Recent images select box will contain the last 25 uploaded images. This provides a faster and more convenient way to re-use the same images in translations or multiple articles.
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To upload images using the Knowledgebase rich text editor:
  
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==== Storage ====
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# In the rich text editor, select '''Insert > Image'''. <br/>[[File:KBUploadMenu.png]]
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# Choose the '''Upload''' tab and follow the prompts. The image URL will appear automatically at the cursor's current location in the content.
  
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Knowledgebase images use a [[Storage Setting]] to define where uploaded images are stored. On upgrade to WHMCS 7.10, or a new install of WHMCS, a default Storage Setting is used which can be checked and changed if required.
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The last 25 images that you uploaded display as available under '''Recent images'''.
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[[File:KBUploadPopup.png]]
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Your settings at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > [[Storage Settings]]''' determine where to store uploaded images.

Latest revision as of 15:53, 7 July 2022

You can use the WHMCS knowledgebase to create a collection of important information, including frequently-asked questions and their answers. You can group articles into public or hidden categories, allowing you to create separate knowledgebases for customers and staff.

You can access this feature at Support > Knowledgebase.

The Client Area offers the user the choice of browsing through the articles by category, by popular tags, or by searching for keywords.

Categories

Before you can start creating articles, you must create at least one category to store them in.

To do this:

  1. Go to the Add Category tab.
  2. Enter a display name.
  3. If you want to create a staff-only hidden category, check Check to Hide. The category will then only be visible in the Admin Area.
  4. Enter a description.
  5. Click Add Category.

Articles

Articles are the pages that comprise the knowledgebase. Each article exists in at least one category.

To create an article:

  1. Go to the Add Article tab.
  2. Enter an article name.
  3. Click Add Article.
  4. Select the article's category or categories. To select more than one category, CTRL+click on the desired categories.
  5. If you want to manually set the views or votes for the article, enter the desired numbers in Views, Votes For, or Total.
  6. If you want to override the default alphanumeric display order, enter the desired number or letter in Display Order. For example, entering 0 would cause the article to display at the top of the category.
  7. Check Private to only allow logged-in users to view the article.
  8. Enter the desired tags by typing them into Tags. For more information, see Tags below.
    • Matching existing tags will display as you type. Press Enter to add the displayed tag.
    • To add a new tag, enter it and then press Enter or Space.
    • Tags cannot contain spaces.
  9. Enter the article content and apply your desired formatting. For more information, see Images below.
  10. To translate the article into additional languages, click that language under Multi-Lingual Translations under the text box. Then, translate the article in the new text box that appears.
  11. Click Save Changes.

To edit an existing article, click the appropriate category names until you see the desired article, and then click the article name. Make the desired updates and then click Save Changes.

Tags

Knowledgebase tags highlight keywords for an article. You can use them to group articles across multiple categories that share a common theme.

Tags can generate a Tag Cloud showing the most common themes in articles and allowing the user to view all articles associated with a given tag regardless of category. Tags that occur more frequently will display in a larger font.

Images

We added images in WHMCS 7.10.

To upload images using the Knowledgebase rich text editor:

  1. In the rich text editor, select Insert > Image.
    KBUploadMenu.png
  2. Choose the Upload tab and follow the prompts. The image URL will appear automatically at the cursor's current location in the content.

The last 25 images that you uploaded display as available under Recent images.

KBUploadPopup.png

Your settings at Configuration () > System Settings > Storage Settings determine where to store uploaded images.

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