Scope of Knowledge Management System – Plivo CX

Create a Knowledge base for my Organisation.

To create a new knowledge base, navigate to the Knowledge Management Systems tab on the admin profile and click on the “+New” icon on the top right.
Give basic information about your FAQ: title, description, language details, layout (list, articles, or grid), background color of your knowledge base page, logo to be displayed, and SEO image.
Click on save.
Note: Only an admin can create and delete a knowledge base under the organization.

Create and Publish articles under my Knowledge Base

To create and publish articles under your CX Service Knowledge base, your organization should have an existing Knowledge base.
The next step is to create categories under your Knowledge Base.
Click on the categories hyperlink.
Once you click the hyperlink, you will be redirected to the list of categories under your Knowledge base.
- Click on the “+New Category” button on the top right.
- Fill in the category details, such as the title, slug, description, icon (SVG or URL), and SEO picture (URL). If you do not specify a slug, the title of the category will be auto-populated.
- Click on “Save”.
You can also create sections under categories by clicking on the “” icon.
The next step is to create articles, and tag them to the categories created above.
- Navigate to the home page of your Knowledge base and click on the articles hyperlink.
- Click on the “+New Article” on the top right.
- On the next page, you would be able to add the content of the article.
- After completion, click on “Next” button on the top right.
- Provide the below details for your article:
  - Title
  - Slug - It is auto-populated based on the title of the article.
  - Description
  - Category from the dropdown - Select a category from the drop-down
  - SEO Image(URL)
  - Visibility (Internal/Public) - Articles published internally are only available for the agents. Your customers will only be able to access 'public' articles.
  - You can either publish the article directly or save it as a draft and publish it later by clicking on the “Edit Latest” button and following the above steps again.
- Once published, you can preview an article by clicking on the “Preview” button beside the article.

Unpublish an article

To unpublish an article, hover over the article and click on the “” icon beside the article.
Click on the “Unpublish” button on the top right.