About Aurora Knowledge Bases
Knowledge bases are perfect for storing, organizing, and sharing trusted information related to your community, products, or services. With KBs, you can publish documents that typically include reference materials, answers to frequently asked questions, how-to guides, and troubleshooting instructions. Knowledge bases are a great resource for people looking for help or answers without having to contact your Support team for help. Knowledge base authors can create articles from scratch or from existing community content. You can track the progress of an article through the knowledge base workflow from the Knowledge Base Article Dashboard. Here’s an example of how a KB board can look: From any knowledge base, members with appropriate permissions can: Start a new article Edit draft or published articles View their own drafts View the revision history of published articles Follow or unfollow a KB board or content within the board Those with admin permissions have additional tasks they can perform related to the following: Knowledge Bases Create a Knowledge Base Edit Knowledge Base board settings Articles Delete an article Move an article Block edits on an article Comments and Replies Comments and replies on posts About threaded replies and comments Block or allow comments and replies Move a comment or reply Content Management Content Management Dashboard Overview of Content Workflow Widgets Recent Content Top Content Places Permissions Set Knowledge Base permissionsAurora: Create a knowledge base article
Community members can create knowledge base articles in KB boards they have permission to access. When authoring articles, you have the option to publish immediately or save your progress, and edit or publish at a later time. 25 STEPS 1. On your Knowledge Base board, click Start your article. If you do not see this button, check with your Admin. 2. The article editor opens 3. Enter a Title. 4. Optionally, type an Introduction 5. Enter the content for you article. 6. Use the editor tools to modify the look and feel of your content 7. For example, add a smiley! 8. 9. Let's take an example on uploading an image. To upload images, click Camera 10. Choose from the dropdown from where you want to upload the image 11. You can also copy-paste an image. Use the re-size options to resize the image 12. Drag and drop the image to rearrange it. 12b. Drop 13. 13b. Drop 14. 15. Add a caption 16. Optionally, add attachments. 17. Add Tags to categorise your content and make it more findable. 18. Click Tag 19. Click Tag 20. Start typing a tag name. You can either select from predefined list of tags or add new ones. These depend on the Community Settings for Tags. 21. Tags added are displayed 22. Optionally, you can add Article Summary and SEO Content 23. Select Notify Followers, if you want the followers of this node or article to be notified of changes. 24. When your content is ready to be published, click Publish. 25. The article is published. The article is immediately available to members on your Community. Here's an interactive tutorial https://www.iorad.com/player/2051649/Start-an-article Published articles are available immediately in the community. When other members find and read this content, they can like or comment on it. Members with appropriate permissions can view the author's profile, mark if the article was helpful, and add more Tags. As an author, you can always come back and edit this content later to add more info or make any corrections. 10 STEPS 1. While creating your content you can always save the draft and come back later to work on it. Click Save Draft 2. The draft is saved with a version number 3. Let's see how you can find this draft. Go to the board where the draft was created. Click Options menu and click Manage Content 4. The Content Management Dashboard opens. 5. You are automatically taken to the Drafts tab 6. Depending on your permission, you can see all the drafts. Members can mostly see only their own drafts. Click the article you want to work on. 7. When the draft is ready to be published, click Publish 8. The published version get a new version number. 9. Your draft is published. 10. Scroll up and that's it. You're done. Here's an interactive tutorial https://www.iorad.com/player/2051697/Intermitted-save--drafts Notes: You can use markdown syntaxes while writing the content instead of formatting the text using toolbar options. Also, you can use other keyboard shortcuts to work quickly and efficiently. Learn more about keyboard shortcuts. While creating an article, the content is auto-saved. Upon reloading the page, the content is auto-recovered and you can continue to edit. Admins and members who started the article or have edit access to the article can add or remove tags.. By default, members who comment on an article, automatically follow or subscribe to the article. If you do not want the "Helpful Vote" to be visible to your readers on published articles, please contact Support. Permissions Members with the Create, edit, publish, and manage articles permissionhave total control over the Knowledge Base node. They can create, approve, manage, and publish articles. By default, this permission is denied. To start your own article, you must have the Start new articles and edit drafts permission. This permission is granted by default to Authors. Members with the View draft articles permissions can view the draft of articles. Managing published articles Members with elevated permissions (like admins and moderators) can perform a variety of content management tasks on published KB content. These tasks include: Move the article to another location on the community View therevision history of an article Edit and restore Delete the article Reject Content Report Content Block edits to the article Block comments Most of these tasks are available from the Options menu: Note: If you don’t see any of these menu options, you do not have the required permissions to complete these tasks. Related topics: Create a Knowledge Base (KB) board Commenting on articles Edit articles Publish articles Report inappropriate Follow Content TagsAbout KB Guides
KB Guides is designed to enhance the way you host and navigate knowledge base content within your online community. KB Guides offer a structured and user-friendly approach to presenting valuable information, making it easier for members to find what they need. With KB Guides, brands can efficiently organize and share resources such as training materials, onboarding documents, FAQs, and more. This ensures a seamless and informative experience for community members, helping them access relevant content effortlessly. Enablement KB Guides are enabled by default in Communities Aurora v24.07 and above for all communities using knowledge bases. Permissions Members with the Create, edit, publish, and manage articles permission on the knowledge base board can add a KB Guide to it. Guides widget To start with creating KB Guides, you must add the Guides widget to a Knowledge Base Dashboard template. Set Type in the Guides widget as per your requirement: To view the articles as Type Structured Guide Guides Manually-sorted list Manually-sorted Articles Guides widget configuration Related Topics Adding KB Guides Guides widget configuration General actions on KB Guides, Articles, and ChaptersAdd KB Guides
KB Guides can only be added to a knowledge base board. Prerequisites Members with the Create, edit, publish, and manage articles permission on the knowledge base board can add a KB Guide to it. Add the Guides widget to the Knowledge Base Dashboard template associated with the knowledge base where you want to add the KB Guides. Add KB Guides There are 2 two methods in which you can organize articles: Add a structured Guide with Chapters and Articles inside the Chapters. Add a simple list of articles sorted in a specific order on a knowledge base board without the need for a Guide-like structure. Related topics: About KB Guides Add structured KB Guides Add Manually-sorted Guides Guides widget article General actions on KB Guides, Chapters, and Articles CRUD Action audit logsAurora: Edit knowledge base articles
There are multiple scenarios in which you might need to edit an existing knowledge base article. Save progresson a new article and return later to continue working on your draft before publishing. Modify, edit, and repost published content to fix any mistakes or add new information. Edit and restore a previous version of an article. Authors typically have permission to: edit their own article view the history of their own article Admins or moderators can: Edit any knowledge base article Block further edits to articles Check out the walkthroughs below to learn how to edit a draft or edit a previously published article. Edit a draft 10 STEPS 1. While creating your content you can always save the draft and come back later to work on it. Click Save Draft 2. The draft is saved with a version number 3. Let's see how you can find this draft. Go to the board where the draft was created. Click Options menu and click Manage Content 4. The Content Management Dashboard opens. 5. You are automatically taken to the Drafts tab 6. Depending on your permission, you can see all the drafts. Members can mostly see only their own drafts. Click the article you want to work on. 7. When the draft is ready to be published, click Publish 8. The published version get a new version number. 9. Your draft is published. 10. Scroll up and that's it. You're done. Here's an interactive tutorial Here's an example of how you can save progress on a new article and return later to continue working on your draft before publishing. https://www.iorad.com/player/2051697/Intermitted-save--drafts Notes: Admins and moderators can access the Content Management dashboard by going to Account > Manage Content. Authors can access only their own content on the Content Management dashboard. Go to Options > View My Drafts to open your drafts in the Content Management Dashboard. Edit previously published content Let's take an example of editing a published KB article. 10 STEPS 1. Open the published article you want to edit. 2. The article opens 3. Click the Options menu and click Edit 4. The article opens in the editor 5. Edit the article. For example, you may want to hyperlink another content. 6. Use the hyperlink option on the editor's toolbar 7. Enter the URL 8. Click Insert Link 9. 10. You can either Cancel, Save Draft or Publish Here's an interactive tutorial https://www.iorad.com/player/2051832/Edit-Published-Content Edit and restore older versions of content To edit and publish an old version of an article that is still in your community, you can restore them as is or make additional edits to the previous version and publish them. 7 STEPS 1. Go to the article that you want to edit. 2. Click Options menu 3. Click History 4. The history of edits on the article opens in a pop-up. Click the > against the version you want to edit and restore 5. Click ... against the version you want to edit and restore 6. Click Edit and Restore 7. The article opens in an editor. After you make changes to article, you can either Cancel, Save Draft or Publish Here's an interactive tutorial https://www.iorad.com/player/2051842/Edit-and-Restore-for-the-edit-article Learn more on how you can edit and restore old versions. Every article gets a version number after it is edited and published. The published article displays the latest version number along with the date and time. Permissions Permission Purpose Start new articles and edit drafts To edit KB article drafts. Edit own published articles To edit your own KB article. Edit any published article To edit your own KB articles and articles published by others. Related topics: Overview of Content Workflow for Knowledge Base articles and Blog posts Follow options Tags Comparethe versions of an article Edit and restoreolder versions of an articleAurora: Edit knowledge base board settings
In the community, you can configure various options specific to knowledge base (KB) boards. When you create a KB board, the default options are set. You can modify the settings as required. In Knowledge Base Settings, you can edit the knowledge base information and set various content features: To configure knowledge base settings: Sign in to the community as an Admin. Open the Account menu and click Settings. Go to the Community Structurepage. On the knowledge base whose settings you want to edit, click the gear icon. Click Edit. The Knowledge Base Settings page opens. To edit the knowledge base's information, click Edit Info. A window to edit the information about this Knowledge base opens. In the Content Features tab, you can set the following options In the File Attachments area, click Edit to adjust the file attachment extensions you want to allow in the community, the maximum file size for each upload, and the maximum number of attachments per post. In the Media section, turn on or turn off the Image uploads in posts option. This option enables community members to include images in their posts. In the Tags area, you can enable community members to tag posts; choose whether to allow Preset tags, Freeform tags, or both; and enable the requirement that an author use at least one tag to publish content. Learn more about tag options.Add structured Guides
Use this method to create a structured Guide with Chapters and Articles inside the Chapters. Go to the Manage Content page. Select the knowledge base board where the widget was added. Select the Guides tab > Type > Guides. Select Add Guides.A window opens to add the guide. Enter a Title for the guide. Select Add. The guide is added. Open the Options menu (3 dots) near the title of the guide. Select Add Chapters. Enter a Title for the chapter. Select Add. Below is an example of two empty chapters in the guide. Select Add Articles (plus icon). Search for and add articles to the Chapters. You can refine your search by switching between Knowledge Base and Community. Here is an example of an article in a chapter: Add an article directly to a Guide Select Add Articles (plus icon). Search for and add articles to the guides. You can refine your search by switching between Knowledge Base and Community. In our example, we have added 2 chapters and an article to the guide we created: View the Guide Go to the knowledge base board in the community. You can see the manually-sorted articles on the knowledge base board. Select the title of the guide to open the guide on the page. You can see the guide with articles organized under chapters. Select the title of the chapters and articles displayed on the left panel to navigate through the guide. Related topics: About KB Guides Add Manually-sorted Guides Guides widget configuration General actions on KB Guides, Chapters, and Articles CRUD Action audit logsAurora: Publish knowledge base articles
When a knowledge base article is reviewed and approved to be published, there could be two scenarios for publication: They are ready to be published and you can go ahead and publish it. They are waiting for an event, such as a product release or update, and needs to be published at a later date. To publish articles immediately, click the Publish button. The article is immediately available for viewers to read. Scheduling content to be published later The scheduling feature gives you control in managing when your knowledge base article is published to the community. This makes it possible to manage your growing inventory of content. When scheduling at a future time, you can indicate the time zone to use. Check out the walkthrough below to learn how to schedule a knowledge base article for publication. Same applies for blog posts. 14 STEPS 1. Open the draft of the article that you want to schedule to publish. Click Edit Draft 2. The article opens in an editor. Scroll down the page and click Publication Schedule 3. Click the text box to choose the time 4. Pick a date 5. Pick a time 6. Pick a Time Zone 7. 8. Click Schedule 9. Your article is now scheduled to be published 10. Click Change if you want to reschedule 11. Select a date, time and timezone 12. Click Change 13. Click Remove, if you want to remove the scheduling 14. The schedule is removed. Here's an interactive tutorial https://www.iorad.com/player/2052286/Schedule-Publiation Permissions Permission Purpose Additional permissions required Publish articles To publish or schedule KB articles View draft articles Related topics: Create a Knowledge Base articles Edit articles Follow Content TagsAurora: Create a Knowledge Base
Knowledge bases enable you to store, organize, and share trusted information related to your community, products, or services. With KBs, you can publish documents that typically include reference materials, answers to frequently asked questions, how-to guides, and troubleshooting instructions. Learn more about knowledge bases here. To create a knowledge base: Click the add icon at the community level where you want to add a knowledge base. On the window, enter a Name and ID. The ID displays in the URL for the knowledge base. Note: The ID must be a single word made of only letters, numbers, dashes, and underscores with no spaces. Optionally, enter a Description and add an Avatar for the knowledge base. In the Tags area, in the Tag types drop-down menu, select Preset and Freeform, Preset, or Freeform. Learn more about Tags here. (Optional) If you selected Preset and Freeform or Preset, in the Preset tags area, click + Tag to add the tags members can choose from. (Optional) Select the Require tags on posts checkbox if you want members to always add tags to content. Click Create. For more information, see About Knowledge Bases.Aurora: Set knowledge base permissions
In the community, you can set knowledge base-specific permissions to control who can start, read, edit, publish, reply to, and manage articles. At the community, category, group, and board levels, the community includes these knowledge-base-specific permissions: Create, edit, publish, and manage articles: Memberscan start an article. They can also edit and publish them. This permission is denied by default but granted to Admins. Comment onarticles: Members can comment on articles. View draft articles and Publish edits to previously published articles: Members can view and publishupdated knowledge base articles that have already been published. Delete own articles: Members can delete their own articles Also, members must have theEdit own published articlesandEdit any published articlepermissions to edit their own and other articles, respectively. These permissions are recommended for Admins or Moderators and denied by default. Learn more about managing community permission defaults. You can modify these permissions at various levels or assign permissions based on role. We recommend not altering these permissions unless you have a particular scenario where you want to modify the default permissions for specific members. To modify permission at specific community level: Sign in to the community as an Admin. Open theAccountmenu and clickSettings. Go to theCommunity Structurepageand click the category whose permissions you want to modify. Go to Category Permissions and clickEditnext to theCategory Permission Defaults. A list of all permissions related to all boards within the category opens. Scroll down to theKnowledge Basessection and set the permissions. Grant Knowledge Base-specific permissions to a role Sign in to the community as an Admin. Open theAccountmenu and clickSettings. Go toUsers>Roles and Permissions. ClickEditnext to the role you want to assign a knowledge base-specific permission. Scroll down to theKnowledge Basessection and set the permissions. Roles and Permissions for Content Workflow and Approval process: If your community follows theContent Workflow and Approvalprocess, then you can grant role-specific permissions to members. To set these roles: Sign in to the community as an Admin. Open theAccountmenu and clickSettings. Select the category you want to set roles for. Go to theRoles and Permissionspage. SelectCommunity Roles. You can see the list of roles set on your community KBAuthor, KBEditor, and KBPublisher are the roles that you assign to members to follow the content publishing flow. To view all the permissions that this role contains: Sign in to the community as an Admin. Click the role name. You canview all the permissions that this role contains. You can also edit information related to this role and add new members to this role To add members to the content workflow roles: Sign in to the community as an Admin. Click the role name. The page with information related to that role opens. Click Add Members. Enter member names and select them. Click Save. New members are added. Related topics: Managing community permission defaults.
