How to Set Up a Knowledge Base

The Knowledge Base (KB) is your store’s information center, and a great place to store and manage information your customers might be looking for – product care instructions, FAQs, how-to articles – just about anything you want.

You can manage all of your Knowledge Base content in your Admin Area, which contains a central depository of articles, article categories, and keywords that can be indexed and searched for.

For information about how to use the Volusion Knowledge base, see How to Use the Knowledge Base.

Viewing Knowledge Base Articles

To view your store's main Knowledge Base page, go to the following URL:

http://www.myvolusiondomain.com/kb_results.asp

This page will list all knowledge base categories you've configured for your store. Here, visitors can browse categories or use the Search tool to find specific content.

Note that by default, your store template does not have a direct link to your store's main Knowledge Base page from your storefront. If you want a link to your knowledge base on your storefront, you'll need to create one and place it in your template.

You can also create HTML links to specific Knowledge Base articles and pages by linking to the direct article URL.

Creating Knowledge Base Articles

To create your first Knowledge Base article:

  1. Go to Customers > Knowledge Base in your Admin Area and click Add.
  2. Configure the article according to the settings listed in the table below.
  3. When finished, click Save.

When finished, click the View Live button near the top-right of the page to view the article as it will appear on your storefront.

Each Knowledge Base article contains the following settings:

KB Details

KB ID Each KB article is automatically assigned a unique number to identify the article within the Volusion database by.
Private Private articles are only accessible by administrators currently logged in to the store.
Title This field will contain the title of the article as it is assigned by the author.
Apply To Category ID(s) For organizational purposes, administrators will want to assign articles to categories within their store's knowledge base. Click on this field to assign categories to an article. Information on creating article categories will be covered in Part III of this chapter.
Body* This text field will contain the actual content of the article. This can be simple text or even HTML and CSS. Administrators have the ability to make these articles as simple or complex as they choose.
Keywords The keywords field provides a way for administrators to create a list of terms visitors should be able to use to search for and find a particular article. Each keyword should be separated by a single comma (e.g. term1, term2, term3).


*The Body field is required for each knowledge base article.

Creating a Link to the Knowledge Base From Your Storefront

The easiest way to add a link is to add a new category in Inventory > Categories. Choose a name for your new category (for example, "Knowledge Base"). Under the Advanced Settings > Misc tab, paste the following URL into the Alternate URL field: http://www.yourvolusiondomain.com/kb_results.asp, replacing “yourvolusionstore” with your store’s domain name.

Creating Article Categories

Articles can be organized by Category to make it easier for customers to find what they're looking for. You can create Knowledge Base categories as follows:

  1. From the Filter menu, choose Article Categories.
  2. Press Add to create a new category.
  3. Enter a name and description for the category. Note that the Description will only be visible to administrators.
  4. Select the Parent ID if it will be a subcategory under a main Knowledge Base category.
  5. Click Save.

Once knowledge base categories are created, administrators and site visitors can view a list of categories from the following URL:

http://www.yourvolusiondomain.com/kb_results.asp

Be sure to replace "www.yourvolusiondomain.com" with your actual domain name.

Reader Comments

Your store's Knowledge Base is also interactive, so visitors can rate and comment on the articles they view.

Near the bottom of article pages, customers will see a rating drop-down menu and text box. They can rate an article's quality from 1 (lowest) to 10 (highest) and leave comments about the article.

When a customer submits a comment, the comment is entered into the Reader Comments table in the Admin Area. You can review comments by selecting Reader Comments from the Filter menu near the top of the Knowledge Base table.

Each comment and rating will be displayed along with an ID number, the commenter's IP address, and the time and date the comment was created.

Approving Articles

When an article is revised or edited, it's entered into the Articles Pending Review table.

This table lists all newly edited articles until they are approved by an administrator. To review / approve an article:

  1. From the Filter menu, select Articles Pending Review.
  2. Click the ID number of the article.
  3. Under Revisions at the bottom of the page, select either Revert to Base or Accept Active Revision.

Once an article has been approved or reverted, it will be removed from Articles Pending Review.

Updating Article Keywords

Visitors can use the Keywords field to search for articles by key terms or phrases. When you create articles, you can configure them with relevant keywords so visitors can easily find it in the Knowledge Base.

After you create an article and enter its keywords, you need to update the index of keywords so the new ones will be searchable:

  1. From the Filter menu, select Search Hints.
  2. Select Add KB Keywords to Hints.

New articles will now have their keywords added to the Search Hints table.

Summary

The Knowledge Base is a comprehensive and easy way to manage site information and documentation. If customers know they can find a library of useful resources in your Knowledge Base, it gives them one more reason to visit your store!