You can create content that you can share between articles. This is useful for content such as disclaimers or boilerplate text that you want to create once, maintain centrally, and reuse in multiple places.
This reusable content is stored in content blocks, which exist independently from article content in the help center. Content blocks can be used by any article that is enabled to use them. We use the term regular text to refer to any article text that you create that is not in a content block.
Agents and Guide admins can work with content blocks.
Enabling content blocks for an article
When you create a new article, or edit an article that does not already use content blocks, you can enable content blocks for that article.
To enable content blocks
- Create a new article, or edit an existing article that does not already use content
You'll see a box on the right side of your article explaining that you can reuse content across your articles with content blocks.
- Click Enable to activate the content block feature in this
Activation takes a few seconds, and the message changes to specify that the article is now using content blocks. You are ready to start reusing content.
Disabling content blocks for an article
You have the option to disable content blocks for any article that is already enabled to use them.
To disable content blocks
- Open an article that is enabled to use content blocks.
- Click Disable to deactivate the content block feature in this
article.Note: The deactivation applies to the article, but not to any content blocks that you created from this article's content. This means that any content blocks you have used or created in the article are converted to regular text in your article, and the article no longer has access to any other reusable content, (unless you reactivate content blocks for the article).Any content in the article that you defined in a content block continues to exist, and can be reused by any other article that is enabled for content blocks. This is because the content block exists independently from the article in the help center.
- Click Disable.
Deactivation takes a few seconds, and the article is then disabled for content blocks. Any previously reused content is converted to regular text and the banner message changes. You can reactivate content blocks at any time.