KB articles are intended to provide valuable information to both your agents and customers. The articles can include information such as:

To upload an article to the content library:

  1. In the Knowledge Base Content Manager window, click Upload Content.
    The Article Form window appears.
  2. Select one of the following options:
    • File: This option is selected by default. Retain the status if you want to upload a file containing the article from your computer.
    • Webcrawl: Select this option if you want to specify the URL of the article.
  3. Select one of the following options:
    • Private: This option is selected by default. Retain the status if you do not want the article to be accessible to your customers.

    • Public: Select this option if you want the article to be accessible to your customers.

  4. Specify values in the fields as required.

  5. If you want to publish the article, click Publish. Otherwise, click Save.

    Only published articles appear on a KB portal.

    • After the article is published, its status might be temporarily PENDING.
    • After you attempt to publish the article, if the status changes to COMPLETED WITH ERRORS, attempt to publish the article again.

    The article is uploaded, and it appears in the table in the Knowledge Base Content Manager window.

The following table describes the fields that appear in the Article Form window when uploading an article.

FieldUpload Option for Which This Field AppearsDescription
ArticleFile

Path to the file containing the article on your computer.

To select the file from your computer, use the magnifying glass icon search icon.

The maximum file size is 50 MB.

UrlWebcrawl

URL of the web page that contains the article.

If you enter an incorrect URL, you cannot publish the article—when you attempt to publish such an article, the status becomes FAILED.

NameFile, Webcrawl
  • Name for the article, if you selected the Webcrawl option.
  • Name of the file, which appears by default, if you selected a file in the Article field. You can, however, modify the value.

Ensure that the name is related to the article.

DescriptionFile, Webcrawl

Description for the article.

Ensure that the description is one that can help users easily identify the intent of the article.
LevelsWebcrawl

Level of the article on the associated web page. For example, if the value is 0, the content that appears on the associated webpage is considered as the article. If the value is 1, the content that appears on the associated webpage and the content that appears on the next page whose link may be provided on the associated webpage are considered as the articles.

Security Protocol ModelWebcrawl

If you want users to sign in to access the article on the associated webpage, select a security model in the field.

Refresh FrequencyWebcrawl
  • Weekly:  Indicates that the article is updated on the KB portal once each week to display the current content from its webpage.
  • Monthly: Indicates that the article is updated on the KB portal once each month to display the current content from its webpage.
CategoryFile, Webcrawl

Category associated with the article.

The value in this field is used to search for the article.

SectionFile, Webcrawl

Section (of the selected category) associated with the article.

The value in this field is used to search for the article.

This field appears only when you select a value in the Category field.

TagsFile, Webcrawl

Keywords or labels associated with the article.

The value in this field is used to search for the article.

QuestionsFile, Webcrawl

Questions that could be commonly or frequently asked and are answered through the article.

To create a question for the article, use the New button.