Agents can use the Knowledge Capture app to create new articles for your help center, directly from the Support ticket interface. To do so, you need to create one or more templates for your agents to use to create their new content.
Any article in your
help
center that contains the label KCTemplate
is available as a
template in the Knowledge Capture app. You can create as many templates as you need. If you
have multiple brands, you must create a template in each
help
center.
Here's how it works when an agent uses the app to create new content based on a template:
- Any new article created using a template is a duplicate of the template and does not overwrite the template article.
- All of the template's fields are duplicated for the new article, with two exceptions:
the
KCTemplate
label is removed and the author is set to the user creating the new article. - All of the template's content is duplicated for the new article except for images or attachments, which are not included in any new article.
- The section where the template is published is retained for the new article. Agents can manually change the section, if they want, to any section where they have permission to publish.
You must install the Knowledge Capture app (see Installing the Knowledge Capture app), to create templates and articles using the app. Before you create any Knowledge Capture templates, you might want to plan your workflow for new articles created using the app, see Workflows for created and flagged articles.
- Click Articles in the top menu bar, then select Add
article.
Alternatively, you can open an existing article that you want to make a template.
- Enter a Title for your template.
Think about the types of templates you plan to create and consider including the type in the title. For example, you might want to create a Q&A template and a How To template, and include that in the template title.
- Enter the headings and content for your template in the body.
You might want to include headings specific to the type of template you are creating. For example, a Problem/Solution template might include sections for the problem, the conditions, and the steps for the solution.
Do not include images or attachments, as they will not be included in any new article created based on this template. - Set
the Managed by and Visible to permissions.
Agents will only be able to use templates where they have management permissions for editing.
- In
Publish in
section
select a section for the template.
You might want to create a restricted help center section for agents to publish new content, depending on your workflow. Alternatively, you might want agents to create new content as a draft or work in progress.
New articles based on this template will be created in the section you specify, unless an agent manually changes the section. Agents can create new articles in any section where they have permission, see Allowing agents to add, edit, and delete articles. The template does not restrict agents to publishing in a specific section.
- Leave the Author as is.
When an agent creates an article based on this template, the current agent will be set as the author automatically.
- Add
KCTemplate
in Label.The label will not persist on any new articles created based on the template.
Important: You must add this label for your article to be treated as a template in the Knowledge Capture app. - Click
Save.
Now your template will be available to agents using the Knowledge Capture app to create new articles. For information, see Creating articles with the Knowledge Capture app.
7 Comments
Hi - I've added the KCTemplate label to several articles, but the icon to create an article in the KC app still does not appear.
Any advice? Thanks!
Hi Anne -
Have you already done the basics of clearing cache and cookies? That would be troubleshooting step #1. Let us know once you've done that if it's still not appearing, and we can dig into other potential causes.
Thanks for this wonderful article!
How do I ensure that these KCTemplates are shown when some one adds Article from the Guide page instead of Knowledge Capture?
TIA
Venkat
Just a thought, if the templates are not appearing, you may want to check if you tagged it exactly as shown in the instructions as it could be case sensitive. for example, the tag kctemplate may not pull up if it is case sensitive. Make sure it is KCTemaplate. Do the same for the title as well. You should then see the templates. (hopefully this helps)
Thanks Clayton. This works good when I create an article from Knowledge Capture. Its only the Guide Page I have a problem. It looks like I have to add new *.hbs files to be added for this and it seems not as easy as KCTemplate.
I have the same problem as Venkat in the previous comment. The KCTemplate label works fine for creating articles from the Knowledge Capture App, but from the Guide page I do not have the option to apply a template, and my template is not listed under templates.
So it must be tagged correctly otherwise it wouldn't show in the Knowledge Capture App template options. Please can you advise on how to fix this? thanks.
Hi Doug Overton,
You are correct that in order to be presented with template options in the Knowledge Capture App, you will need to apply the KCTemplate label to the article. That being said, these templates are available only in the KC App, not the Guide pages.
I found a few relevant feedback posts in our Community where our Product Managers can review your suggestion and see upvotes from other Community Members. Every time we get more feedback on a specific topic it helps our Product Team prioritize new feature releases! See the following posts: Knowledge Article Templates and Article Body Templates.
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