Adding a Knowledge Base Article to the User Portal

  1. Click on the Knowledge Base icon in the navigation panel:

  2. In the Categories panel, click on the category in which you want to place your article. All articles created under that category are listed in the main window.
  3. Click on the New Article button to open the dialog:

  4. Enter the article title in the Subject field
  5. Enter a description for the article in the Description field.
  6. The category you selected is displayed in the Category field. Change if necessary.
  7. In the Lock dropdown, choose who can access the article by selecting one of the following options:
    • Inherit - The article inherits the settings defined by the associated category
    • Public - Accessible to all customer end-users
    • Logged in users - Accessible to customer end-users - but only those who are logged in to the system
    • Specific organisation - Accessible to members of a specific organisation
    • Staff members - Accessible to Staff Agents only.
  8. Browse and select the article to upload. The following file types can be uploaded (up to 8Mb):
    • Images - gif, jpg, jpeg, png, bmp
    • Documents - pdf, doc, docx, xls, xlsx, txt, ppt, pptx, csv, xml
    • Audio - wav, mp3
  9. Click Save to save and close the dialog.