Knowledge base documents are workspace documents that have been added to a knowledge base. This article provides an overview of managing knowledge base documents from your workspace and your knowledge base settings.
Add documents to a knowledge base
You can add a document or folder from any workspace to your knowledge base. When you add a document, all nested child documents will be added as well.
To add documents to your knowledge base:
Access your knowledge base's settings and click the Documents tab.
Click Add documents to add a document to your knowledge base.
Select the workspace where the document is located. The workspace's document hierarchy will appear.
Locate the document in the list or by using the search bar. It can be a single document, a folder, or a parent document child documents nested beneath it.
Click the + next to the document.
Click Select documents.
Once you have added documents to your knowledge base, you will see all source documents in your knowledge base listed in Documents settings. Drag and drop them to reorder them in your knowledge base.
Reordering documents from knowledge base settings will only reorder the source documents or folders you have added. If you want to reorder nested child documents, you will need to do that from the source document's workspace of origin.
If your knowledge base uses the Publish as you write workflow, you will see new documents immediately as they are added to your published knowledge base. If your knowledge base is configured to Publish after drafting, a user will need to publish updates to your knowledge base before the documents will be published to your knowledge base.
If a document is included in multiple knowledge bases and a workspace user updates it, the document will follow the publishing workflow configured in each respective knowledge base it is included in. You will be able to see which knowledge bases a document has been added to at the top of the document, along with its publishing status.
Identify knowledge base documents in your workspace
When a document in your workspace is included in a knowledge base, it displays a dot in your workspace to signal that the document is included in a knowledge base. If a document is included in more than one knowledge base, it will display a dot for each knowledge base it belongs to. The color of a dot indicates its publishing status in a knowledge base.
Add downloadable attachments
If you need to provide your customers with a downloadable resource, like a PDF, you can include it in a knowledge base document as a downloadable attachment.
From a document in your workspace, add an attachment below the description field. Once it has uploaded, drag and drop it to your desired location in the text editor. Doing so will create a link that, when published, will enable knowledge base visitors to download the attachment.
Configure document fields
Once a workspace document has been added to a knowledge base, there will be two new fields on the document's Overview tab:
Meta description: Search engines use meta descriptions to determine their visibility in search results. Configure this field to tell search engines like Google what the page is about.
URL slug: A page's URL slug helps a knowledge base visitor understand the page's content when someone shares its URL with them. By default, the slug will be the document title, separated by hyphens. You can enter a custom slug if you wish to provide a cleaner URL for the page.