Track C — Knowledge Base Admin
Running the help center: categories, publishing, moderation, access, themes.
- Global KB settings — require sign-in, unsafe content, GA
- Using your sandbox to experiment safely
- Knowledge Capture inside a ticket
- Themes, versions, and Copenhagen
- Content tags vs labels
- Creating and editing an article
- Content blocks — reusable snippets
- User segments — partner-only or VIP-only content
- Bulk-updating up to 30 articles at a time
- Controlling access at the article level
- Content moderation and comments
- Archived articles and article history
- Article verification — keeping content current
- Scheduled publishing for product launches
- Review statuses and publishing rules
- The "book" — managing all your content
- Previewing as anonymous, end user, agent, admin
- Brand switching in the help center
- How the knowledge base is structured
- Why have a knowledge base?