Public Knowledge Base Articles
Having a well organized knowledge base, also known as the FAQ, can help your customers help themselves. Not all customers prefer direct communications and many are more than capable in finding solutions on their own. Your Reamaze account comes with a public site ready to host your knowledge base content. All you need to do is turn it on, set up your topics and articles, give it a little customization, and you're ready to go!
First let's turn on your public site. Go to "Settings" and then "Brands". Under each brand you'll see something called "Hosted KB Site Settings". If it says disabled, give it a click to turn it on. Public sites that are disabled will not be able to display relevant content.
Second, let's create a topic. Go to "Articles" on the left hand navigation menu. Click on the "New Topic" or "New Article" button to start your first topic. You can add articles to each topic as you go. Remember, you can insert images and embed videos into knowledge base articles by using simple markdown syntax. If you're not very familiar with markdown, you can visit https://daringfireball.net/projects/markdown/syntax#img for quick tips.
For example, the markdown syntax for embedding an image is:
For YouTube videos, simply copy and paste the embed code and paste!
Third, you can sort topics and articles the way you want by clicking on the "Sort Articles and Topics" button at the top left hand corner while you're in the "Articles" view.
Fourth, you can customize the header, footer, and CSS styling of your public knowledge base by going to "Settings" then "Brands" then "See All Settings". Once there, you'll want to input the changes in "Custom Header and Footer".
Fifth, you can customize the base appearance of your knowledge base by going to "Appearance Settings" for your Hosted KB Site Settings.
Internal Knowledge Base Articles
You can publish internal knowledge base articles just by picking the "Internal" state. Only logged in staff members will be able to view the internal knowledge base articles while on the public site. Your customers will not be able to see them. Of course, staff members can just opt to view the internal articles from within the dashboard. Internal articles cannot be inserted into replies.