Add and Edit Knowledge Base Articles in Documentus

Documentus is a great place to capture internal knowledge and make it available across departments. Because this is a separate site from the customer-facing knowledge bases, you are able to (and encouraged to!) create and publish your own articles.

Add an Article

1. In the header, click Add > Article. A new article will open in the editor.
2. Click the pencil by the title field and add a title.
   • Make your title as specific as possible to make searches more helpful.
3. Update the article settings in the right sidebar:
   1. Management 
      1. Management permissions: Select Documentus Permissions
      2. Owner: Will default to you.
   2. Placement
      1. Section: Choose the section where the article should appear. If you don't see an appropriate section, message [e-mail].
      2. Author: Will default to you.
      3. Viewing permissions: Select Visible to everyone. 
         • The permissions are on the site itself. The permissions must be set to everyone so that the articles can be properly indexed for search.
      4. Content tags: These tags feed the "related article" section.
      5. Labels: You can add tags to assist in search.
      6. Turn on comments: We recommend that you leave this checked.
      7. You can also upload and attach a PDF or other files if needed
4. Click Save. Your article has been created.
5. Add the body of your article, using the rich text editor at the top to add any links, images, and formatting. 
   • Please use Heading 3 and Heading 4 for your section headers with no other formatting. These will work with the native Zendesk table of contents add-on when we're able to implement that.
   • Preview your changes by clicking Preview in the lower left corner.
6. If you would like someone to review your article, click the circle at the top by the title with a person icon and a plus. Search for and select your reviewer and then type them a message. They'll get an email with your message and a link to the article.
   • Do not use the review statuses in the lower left corner! 
7. Once you are happy with your article, click the down caret by the Save button and select Publish.
   • Depending on your permissions, you may not have the option to publish. Assign your article to Linda and ask her to publish it.

Edit an Article

When viewing an article in Documentus, click Edit in the agent header. Save, review, publish as in the directions above.

Archive or Delete an Article

• If an article is out of date, it can be archived. Click the down caret by the Save button and select Archive.
• If an article was created when it shouldn't have been, it can be deleted. Archive it first and then you'll see the option to delete.

If you don't see any of those options, assign your article to Linda and ask her to archive or delete.