Solution Articles or knowledge base posts promote self-help in your support portal. They should ideally cover all aspects of your product or service - in the example of an ecommerce store, their knowledge base articles would probably include payment instructions, shipping information and product return policies. 

Need some help on how to come up with a perfect Knowledge Base article? Click here!

For better clarity, the Freshdesk knowledge base is categorized into a three-level hierarchy - Categories that hold a group of related content, Folders under each category, and the specific Solution Articles inside each folder.

At the top level, Categories broadly classify your solutions page into several sections. For example, you could place Shipping, Payments and delivery-related information under the Order Fulfillment category. Another interesting application of this organizational system is when you're providing support across multiple brands or products (more about multi-product support here).

Related solution articles are organized into Folders. Folders make it convenient for users to read similar articles and other possible solutions to their problem. For example, you would club solutions related to tracking codes and postal services under the Shipping folder.

The number in brackets next to each folder indicate the number of solution articles within that specific folder. 

Here's how to go about setting up your Knowledge Base:

Creating a Category

  • Go to Solutions New Category.

  • Enter an appropriate name and description for the category you are about to create

  • Hit Save for saving the category

You can also choose to edit a category by clicking on the category you have created and then clicking Edit.

Creating a Folder

  • Go to Solutions > New Folder under the category in which you wish to create a folder.

  • Enter an appropriate name and description for the folder you are about to create.

  • Choose the visibility for this folder:

    • You can choose to make the folder visible to all, only to logged in users or agents alone depending on your requirements 

    • You can go further and make it only visible to specific companies by entering their names.

  • Save.

Creating an Article

  • Go to Solutions > the folder in which you'd like to create the article > New Article.

  • Name the article.

  • You can write the article and format the content in the rich text editor or using the HTML editor.

           Note: The following tags will not be supported in the HTML editor:  <script>, <style>; form-related tags like <form>, <input>, <select> and event attributes like onclick, onmouseover

  • Attach a file if required by clicking on Attach.

  • Mention the keywords under tags for the article to show up when a customer searches for a particular keyword.
  • Choose the folder from the available dropdown menu under which you wish to list this solution article.
  • Specify if the article is a Permanent solution or just a temporary Workaround under Article Type.

    • Permanent solution articles are the best-practices and help guides that show your customers how to work through your products and services. For example, you would want your regular payment options to be added as a Permanent solution.
    • Workarounds are stop-gap fixes for customers to jump over the problem, till you find a permanent solution to it. For example, if your payment gateway just broke down, you can give your customers an alternate solution to pay you through Paypal, till the issue gets fixed for good.

Note: The customer will be able to see your article but not be able to see if the type has been chosen as permanent or workaround. 

  • Freshdesk also lets you customize their meta information. That way, you could optimize your knowledge base for search engines and make sure that they rank better on Google. More information on optimizing your solution articles for search engines is available here.

Once you fill this up, click on Save if you still need to work on it. This will save the article as a draft and will be available in your drafts folder. Click on Publish if you wish to publish the solution article.

You can learn about deleting a category, folder, and/or article, here.