SmarterTrack 12.x Help

Creating New Knowlege Base Articles

To create a new knowledge base article, click the new item icon and then click Knowledge Base Article. Alternatively, agents can go to the knowledge base content pane and click on the New button. Regardless of how you start a new article, a pop-up window will open that the agent will use to create the article.

The new article window contains a tab to compose the article, a tab to set article options such as brands the article applies to and any additional keywords, and a history tab that contains information on the article's creation date and any review or modification dates.

Compose Tab

This is where you actually create the article. The Compose tab includes a what-you-see-is-what-you-get (WYSIWYG) editor that will allow you to create stylish, HTML-formatted articles. This includes the ability to:

  • Add links to internal and/or external Web pages
  • Add images, sound or video using the File Manager
  • Embed media content - either from your site or from sites like YouTube
  • Stylize text and fonts, including bolding text, italicizing, etc.
  • Create numbered and/or bulleted lists
  • Hightlight important sections with background colors
  • Much more...

The following fields will appear on the Compose tab for any new article:

  • Title - Type the title of the article in this field. This will also act as the link to the article, so a good idea is to use a keyword-rich title for your articles so that your article URLs are SEO-friendly.
  • Folder - To specify the folder in which this article should appear, select the appropriate folder from the list.
  • Assign To - To select an agent who will be responsible for the article, select the agent from the list.
  • Summary - Type a brief summary of the article in this field. Note: There is a 256 character limit to article summaries.
  • Flags - Flag the article as private, draft or for review. For more information, see Knowledge Base Overview
  • WYSIWYG Editor - This is where the article is created.

Options Tab

The following options are available in the options tab of the new article window:

  • Language - To specify the language, select the appropriate language from the list.
  • Brands - To specify which brands the knowledge base article applies to, select the appropriate checkboxes.

The following options are available in the toolbar of the new article window:

  • Save - Saves the contents of the article.
  • File Manager - Using the File Manager allows article creators to upload files, such as image files, for use within the articles they create.

Using the File Manager

The file manager is a great way for article creators to upload, store, organize and re-use various file types. Most often, these will be images for use in articles - screenshots, logos, diagrams and more. However, other files can be uploaded and rr-used as needed.

Using the file manager is rather simple. When you click on the File Manager button in the new article compose window, a modal window will appear. The following options are available in the File Manager modal:

  • Actions - Clicking the Actions button allows you to create folders for your uploads. Folder names should probably correspond to your KB article folders, but they can be any name you like that will help keep images organized. For exmaple, create folders for images, for videos, for logos, etc.
  • Insert - This allows you to insert a specific file into the article being created. To insert a file, simply go to the folder containing the image and a list of files will appear. Select the appropriate file and click the Insert button. When inserting a file, the following options are available:
    • File - This is the file name of the file that was selected. Therefore, it's not editable.
    • Type - This is the type of file being inserted. File types include: Link, which is a text link to an external or interal Web page or an entire website, or a link to a video hosted either locally or on a video service; Image, which can be an image type such as a PNG, a JPG, etc.; Media, which is generally for media types such as MP3 files.
    • Link Text - Only available for Links. This is the text that will be used for the link within the article. Text links are generally fairly descriptive, describing the link type, location or what the user can expect when it's clicked on.
    • Target - Only available for Links. This is how the link will open when it is clicked. The default Target is "_blank", which means a new window will open when the link is clicked.
    • Tool Tip - Only available for Links. This is the text that appears when a user puts their mouse over the link text, without clicking the link. Generally, this is a simple description of where the link takes the person who clicks on it.
    • Width - Only available for Images and Media. The width of the image, in pixels. While it is possible to modify this to change the width of the original image, doing so without adjusting the height of the image accordingly may distort the image as it appears in the article.
    • Height - Only available for Images and Media. The height of the image, in pixels. While it is possible to modify this to change the height of the original image, doing so without adjusting the width of the image accordingly may distort the image as it appears in the article.
    • Alt Text - Only available for Images. This is the text that appears when a user puts their mouse over the image. It is also used for accessibility features for the visually impaired. This text should be something short, like the title of the image.
    • Description - Only available for Images. A brief description of the image: what it is, what it's for, etc.
  • Upload - Allows you to upload a file. When you click upload, a file browser window will open that allows you to select the file to upload from your desktop or laptop or from any mapped drives.
  • Delete - Use this to delete any files uploaded. Realize that any files deleted, but that are still used in exisitng articles, will no longer appear in those articles.
  • Close - Closes the file manager modal window.

History Tab

The History tab shows agents the full history of the article, including the initial creation date, when an article was reviewed, when it was modified and more. The information available includes the name of the agent who performed the action so that any follow up can occur, as needed.