Working with drafts in the knowledge base

You can add draft articles in the Help Center. The articles are saved but not published. You can work on them until you're ready to publish them.

Guide managers can add or edit draft articles. Agents who are not Guide manager can add and edit drafts in sections where they have been granted permission (see Restricting access to knowledge base content).

Topics covered in this article:

• Adding draft articles
• Editing draft articles
• Publishing draft articles
• Viewing a list of all drafts

Adding draft articles

When you create a draft article, it is saved but not published, so that you can continue working on it until it's ready to publish.

To add a draft article

1. Select Add > Article in the top menu bar.

   

   The article that is created is a draft by default, as indicated at the top of the article.

2. Enter the initial content of your draft article.
3. Select a section for your article from the Show in section menu.
4. Click Add.

   Be sure to note the URL for your draft. If you're not a Guide Manager, you'll need to the URL to get back to the draft. If you're aGuide manager you can view a list of all drafts.

Editing draft articles

You must know the URL for the draft you want to edit, unless you are a Guide manager who can view a list of all drafts (see Viewing a list of all drafts).

To edit a draft

1. Go to the draft article you want to edit, then click Edit article in the top menu bar.

   

   Alternatively, if you are a Help Center Manager, you can view a list of all drafts, select a draft you want from the list and it will open in edit mode.

2. Make your changes.
3. Click Update.

   The draft article is updated. You can make more edits, if needed. Or you can click Preview in Help Center to preview your article in your Help Center.

   

Publishing draft articles

You must know the URL for the draft you want to publish, unless you are a Guide manager who can view a list of all drafts (see Viewing a list of all drafts).

To publish a draft

1. Go to the draft article you want to publish, then click Edit article in the top menu bar.

   Alternatively, if you are a Guide Manager, you can view a list of all drafts, and select the draft you want to publish from the list.

2. Select a section for your article from the Publish in section menu.

   

3. Chose any of the following options:
   • To close the article for comments, deselect Open for comments.
   • To promote the article in its section, select Promote article.
   • To add an attachment, click Upload attachment on the lower side of the editor.

     The file size limit is 20 MB.

4. (Guide Professional ) Add any Labels you want.

   As you start typing, a list of existing labels appears for you to chose from, or you can add a new keyword by selecting Add as a new search keyword.

   Labels can be one word or a multiple word phrase. Labels are indexed for search with a little less weight as the article title, but multiple labels with similar words can outweigh the title and body of the article, so use labels carefully to balance your search results.

5. Click Draft at the top of the article, then select Published.

   

6. Click Update.

   The article is published. You can make more edits, if needed. Or you can click Show in Help Center to view the article in your Help Center.

   

Viewing a list of all drafts (Guide Managers only)

You can access a complete list of your draft articles. You must be a Guide Manager to view a list of drafts.

To view a list of drafts

1. In Guide, click the Manage articles () icon in the sidebar.

   The Lists tab opens by default.

2. Click Drafts.

   A list of all your drafts appears.