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

  • Best practices
  • Frequently asked questions
  • Interoperability information
  • Scenario or solution-based content
  • Tips and tricks
  • Troubleshooting and workarounds

To upload an article to the content library:

  1. On the Configure tab of the LiveVox Portal, click Knowledge Base > Content Library.
    The Knowledge Base Content Manager window appears.
  2. Click Upload Content.
    The Article Form window appears.
  3. 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.
  4. 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 and to be available for linking to a ticket.

  5. Specify values in the fields.

    For information about the fields, see KB Article Field Descriptions.

  6. 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 Knowledge Base Content Manager window.

    For information about the Knowledge Base Content Manager window, see KB Content Manager Window.