Articles in a knowledge base are structured documents that contain organized information, FAQs or solutions to help find answers to common questions and resolve issues within a self-service system. This article will give you all about creating and managing articles.Key Benefits of Creating ArticlesBenefits for Customers:​Access immediate answers 24/7 without waiting for agent support through a searchable database of solutions.Find step-by-step guides and tutorials with visual aids for better understanding of products or services.Save time by quickly finding relevant solutions through categorized and searchable content.Benefits for Business:Reduce support ticket volume by enabling customers to find answers independently through self-service.Maintain consistent support quality by providing standardized solutions through verified knowledge articles.Improve agent efficiency by having a centralized resource for handling common customer inquiries.Article Dashboard​Navigate to Knowledge Base > Articles, get access to the article dashboard ​Sort and Organize Articles​Transform your knowledge base into a perfectly organized resource that will be very easy to navigate and manage​Search Bar Use the search bar to instantly find any article by typing its name. It is your personal assistant who knows exactly where the search topic is storedArticle Status Sort articles by their status to identify which articles are published or saved as drafts or deleted. Managing a huge quantity of articles becomes easy using this process. Some of the sort-by-status options are:​​All Articles - Collection of articles in your knowledge base, regardless of their current status or stage.Published - Access active, publicly visible articles that have been reviewed and made available to customers for self-service.Trash - Review deleted articles that are temporarily stored before permanent removal from the knowledge baseDraft - Access articles that are still being written or edited and not yet ready for public viewing.Sort ByOrganize your articles based on different criteria to find exactly the topic you need. Some of the sorting options are:Date modified - Arrange articles based on their most recent update date to easily find the latest content revisions.Title (A-Z) - Sort articles alphabetically from A to Z for systematic browsing of content.Title (Z - A) - Organize articles in reverse alphabetical order from Z to A for alternative content navigation.Highest Rating - Display articles ranked by user ratings, with the highest-rated content appearing at first.Lowest rating - sort based on user ratings with the lowest-rated content at the top.Create a New Article in Help CenterStep 1:Navigate to Knowledge Base > Articles > Create and get ready to start writingArticle Writing consists of two sections: The writing and editing sectionThe other section is the article settings section. ​Field Required are:Article Title: Create a clear, searchable title that instantly tells readers what problem you are solving.Description: A summary that explains exactly how this article will helpCategory Assignment: Perfect category for your article, so you can find it easily when browsing the knowledge base.Click Create and you've just laid the foundation for your articleWriting and EditingArticle Header - A suitable and simple heading to your article, consisting of keywords.Article Description - A brief description of your article, which will be easier for readers to understand. Article URL and Edit URL - Link to the article where it will be visible, and also have the option to customize the URL.Writing Section - This is where you write clear, concise, readable content using the built-in editing tools.Article Settings​Preview - Take a sneak peek at the article before going live, ensuring everything appears perfect..Save as Draft - Keep working on your article without publishing it yet (example use for complex topics that need time)Publish - Make your article live in your knowledge base after review.General SettingsGeneral Settings allow you to configure properties of your article, such as authorship, categorization and visibility options. It ensures your content is properly accessible to the right audience.​​Article Author: Set the writer who has written the article and maintains the content.Category: Select the appropriate category to organize the article within the knowledge base.Make Featured Article: Toggle this option to highlight the article on your knowledge base homepage.Display Your Article: Choose between Public (visible to all visitors) or Private (restricted access) visibility for content.SEO SettingsSEO Settings optimize your article for search engines to help customers find your content through search platforms. Proper SEO increases organic traffic and improves your knowledge base's accessibility.​Title: Create a search-optimized title (up to 70 characters) that includes relevant keywords.Description: A compelling meta description (limit up to 150 characters) to summarize your article for search results.SLUG: Customize the URL slug (up to 200 characters) to create clean and SEO-friendly article links.Allow article to be indexed: Toggle this setting to control whether search engines can crawl and display your article.Opengraph SettingsOpenGraph Settings control how your article appears when shared on social media platforms. Optimized social sharing settings help to increase engagement and drive more traffic.​​Title: Set a title (up to 70 characters) specific to social media that captures attention when shared.Description: Craft an engaging description that encourages social media users to click through.Image: Upload a visually appealing image (JPEG, 1200×633 pixels, max 5MB) for social media posts.​What's next? Let's start building your knowledge base with its advanced features  Knowledge Base Overview - Complete idea of your help center ecosystemCustomize your help center - Make your knowledge base look brandedImport and export knowledge Base - Learn how to move your valuable content

You can easily create and manage categories of articles for your help center. Categorization helps to structure the articles efficiently. Let's guide you throughout the process of creating and managing articles.Create A CategoryStep 1: Start OrganizingNavigate to Knowledge Base > Categories > Create to start structuring your content​​Step 2: Build Your CategoryA friendly pop-up that will appear asking for essentials to make your category logical:​​The fields required are:Name - Choose a clear title that instantly tells customers what they find inside. (Example: "Getting Started," "Billing Questions," or "Troubleshooting" – make it obvious and helpful)Description - a concise overview explaining the type of content users will find within.Icon - A visual symbol that represents the category's theme for easier identification.Once done, click on Create.Manage Categories Of Your ArticleClick on the category and you can see all the articles assigned under the particular category. Note: Some SEO settings are also available under the Search Engine Optimization category.​SEO Settings:SEO Settings optimize your knowledge base category for search engines to help customers find your help center through search platforms. Proper SEO increases organic traffic and improves accessibility.​​Title: Create a search-optimized title (up to 70 characters) that includes relevant keywords.Description: A compelling meta description (limit up to 150 characters) to summarize your knowledge base for search results.SLUG: Customize the URL slug (up to 200 characters) to create clean and SEO-friendly article links.OpenGraph SettingsOpenGraph Settings control how your help center appears when shared on social media platforms. Optimized social sharing settings help to increase engagement and drive more traffic.​Title: Set a title (up to 70 characters) specific to social media that captures attention when shared.Description: Craft an engaging description that encourages social media users to click through.Image: Upload a visually appealing image (JPEG, 1200×633 pixels, max 5MB) for social media posts.Note: know more about articles from here. Learn moreDelete A Category ​Navigate to Knowledge Base > categories > delete. Click on the dustbin icon to delete a category.​A confirmation pop-up will appear to delete it from the library permanently​

Customize your help center and give it a branded look with all the new customizing features. When customers land on your help pages, they should instantly know they're in the right place. Let's make your help center irresistibly helpful and beautifully branded!To customize your help center, navigate to Knowledge Base > customization. Want to learn more about Knowledge Base basics? Click Here for the complete overview!Theme SelectorCustomize your Help Center with different types of themes and apply them according to your choice. Click on Change Theme and the theme menu will open.Theme 1: A horizontal, wide layout with extra content space below the title. Perfect if you want to showcase lots of information and give plenty to explore.Theme 2: A clean vertical structure with supporting text below in a natural, flowing template. Great for guiding customers step-by-step through your help content in an organized way.Theme 3: A minimalist vertical theme without additional supporting content. Ideal if you need a clean, focused look that gets straight to the point.Look And Feel Transform your knowledge base into something that screams "you" with these powerful customization options:Looks and Feel covers:Background Color – Knowledge base background, especially the header, to match your brand colors perfectly.Background Image – A branded background image that makes your help center uniquely yours. It is recommended to use images up to 5MB, with a resolution of 2560 x 800.Font Selection – typography that matches your brand voice, whether that's modern or warm.Brand Colors – Your brand's signature colors throughout the help center so it feels like a seamless part of the brand experience.Featured Articles – Suggest your most popular articles to customers to help them find great answers faster.HeadingsCreate welcoming text that makes customers feel at home:Headings covers:Homepage headline: A homepage headline for a personalized lookHome page subline: This will add a subline element to your home page.Search input text: This will add a placeholder in the search bar of your home page.BrandingMake your help center unmistakably yoursIt Covers:Logo: Add your brand logo to the top-left of your help center so customers always know where they Favicon: A small logo that appears in browser tabs.Menu link: Attach the link of your menu in the help center to make it look professionalFooter link: Specify a link that will be attached to the footer of the help centerSocial media links: Social media links that will be visible on your help center.Hide Omni Branding: button for hiding Omni branding from your knowledge base.Advance SettingsAdd interactive elements that make your knowledge base more engaging and interactiveIt covers:Allow users to rate your article: Let visitors rate your articles by giving you valuable feedback.Emoji Ratings: Enable emoji ratings on a 4-point scale rather than boring number ratingsHelpful Counter – How many people found each article useful for social proof?What's next? Let's keep building a knowledge base empireGeneral Settings of Knowledge Base - Settings that make the knowledge base work smoothlyCreate and Manage Articles in Knowledge Base. - Learn how to create and manage articles for you customer

Omni24 allows you can bring in content from other platforms and can seamlessly export everything to where you need it best. This article will guide you throughout the process of importing and exporting your knowledge Base.Import Knowledge BaseYou can import knowledge Base data from any external source into Omni 24 in just simple steps.Navigate to Knowledge Base from the main dashboard menu Under Settings, click on import. Choose the external data source from your local drive​​Export Knowledge Base You can export the currently used knowledge Base Data in your local drive in CSV  format by Clicking on the Export button The CSV file will automatically start downloading.Migrate Knowledge Base Data From External Knowledge BaseMigrate knowledge base data from external sources to your Omni24 account by just following these simple steps. Step 1:Click on import under migrate Knowledge Base.Step 2:A pop-up appears to migrate from another knowledge Base where you have to enter the required field.Fields required are:External Knowledge Base link - enter the link of the external knowledge Base.Platform Used - enter the name of the platform for importing the knowledge Base.​​You can view the history of migrating the knowledge Base in one place.What next? Since your knowledge base content is now exactly where it needs to be. Let's keep optimizing help center:General Settings of Knowledge Base - Fine-tune how your knowledge base works for everyoneCreate and Manage Articles in Knowledge Base. - Learn how to create and manage articles

Omni24’s Knowledge Base serves as a centralized information repository for support teams and customers. It allows you to create, organize, and share troubleshooting guides and product documentation for preparing efficient self-service support options.​Benefits Of a Knowledge BaseReduces support ticket volume by enabling customer self-service and quick answers to common questionsEnsures consistent and accurate information delivery across all support channelsImproves agent productivity by providing them instant access to verified solutions and documentationSaves time and resources through 24/7 availability of information without requiring live agent interventionGetting Started With Knowledge BaseKnowledge Base​Articles: Create, write, edit, and publish helpful articles that actually solve customer problems. Learn more on how to create and manage articles that customers love reading.Categories: Organize your support content into logical sections so customers can find answers quickly. Click here to discover how to create categories that make sense.Customization: Make your help center look amazing and perfectly on-brand so customers feel like they're getting help directly from you. Explore all your customization options for a stunning help center.Learn MoreAdvanced SettingsIt covers:General Settings: Configure basic KB parameters like name, description, language, and visibility options. It helps you to manage your knowledge base efficiently ​Advanced Settings: Unlock powerful tools like automatic ticket creation from knowledge base interactions. It bridges the gap between self-service and human support seamlessly.​SEO: Help customers find your answers through search engines with optimized meta titles, descriptions and keywords. It is great ro optimize content to help reach people even before they contact.Backup and Restore: Protect your valuable content with automatic backups and easy restore options for peace of mind. Helpful content stays safe and cna be recoverable no matter what happens.​​Custom CSS and JavaScript: Add your own CSS and JavaScript to make your knowledge base look good. Add design elements that match your brand and user experience goals.Redirect Rule: Set up URL redirects so links always work, even when you reorganize your content structure. Customers and search engines will also maintain a professional and seamless experience.Import and Export: Transfer KB content in and out of the system using various file formats.Preview: See exactly how your knowledge base looks to customers before publishing. You can test new content, design changes and functionality without affecting the live customer experience.​

General settings of the knowledge base is one of the most important sections of the knowledge base. These essential configurations determine who can find your help center, what it's called, and where it lives online. Getting these basics right sets you up for knowledge base success. Lets explore in detailNavigate to the knowledge base from the main dashboard menuClick on General under the Settings sectionYour Knowledge Base Foundation​​Knowledge Base VisibilityDecide who gets to see your amazing help center content. Choose between making it public or keeping it private for specific users only.Knowledge Base Name Give your help center a memorable name that customers will instantly recognize. It will appear in navigation and search results, so make it clearDefault Knowledge Base URL ​Set the web address where customers can find your knowledge base. It becomes your help center's home, so choose a URL that's easy to remember and share.Default LanguageChoose the primary language for your knowledge base between English, Spanish, French, or any other language.Custom Domain (C-Name)Want your knowledge base to be a part of your website? Configure a custom domain name instead of using the default URL by using a premium address that matches your brand.Reset OptionsNeed a fresh start? The reset feature restores all your general settings to their original default values.Once done, click on Save to apply all the changesWhat's next? Let's explore move one with the advanced functionalities​Create and manage articles - Learn how to create articles that customers find helpful