Getting Started With Your Knowledge Base Articles

Get started creating the articles you can use in your Help Center, Widgets, and Ticketing System. 

After researching the questions your customers ask, you'll need to categorize the information. Then you'll have a structure in place to begin creating helpful articles. As your products and services grow you'll need to stay on top of updating your articles regularly. 
Tip:
Remember, creating supportive content takes time, so approach it one step at a time and stay organized. 

Step 1 | Research and Outline Your Articles

To better understand the articles you’ll need, find out the questions your customers are asking. This will help you identify common threads and provide a basis for your category list. 
Where to look: 
  • Community forums: See what questions customers are asking each other, and in which areas they are experiencing the most difficulty. 
  • Social media channels: Customers often go to social media to look for help or express frustrations. 
  • Support tickets: Identify your customer’s main pain points by analyzing support tickets, chats, and calls.
  • Support agents: Make a list of popular issues and themes your support agents have come across.

Step 2 | Create Categories for Your Content

Think about the information you need to include and divide it into main categories that your customers can easily choose. 

Here are 5 main categories you can begin with: 
  • Getting Started
  • Setting Up
  • Managing Your Account
  • Account Settings
  • Billing and Pricing

You can organize your content into categories and subcategories. Learn More

Step 3 | Create Your Articles

Think about your target audience — are they beginners, experts, or intermediate? Try to keep your language eye-level, so everyone can easily understand. Also consider both visual and verbal learning styles. You can include screen captures, videos, html code, links to related content, and more. 
You can create three different types of articles:

Step 4 | Update Your Content Regularly

A help center is ongoing - just like your business. When you’re up and running, read the information below to understand how to maintain the best help center you can as your company grows. 
Update your content on an ongoing basis, based on:
  • New features: Create articles for new features and update feature requests to reflect relevant releases.
  • Changes to existing features: Always update your articles to reflect changes to your products and services.
  • Known issues and bugs: Make sure to update the life cycle status of Known Issue articles as the issues are handled and addressed.
  • New tickets (customer feedback): Keep tabs on what your customers are asking about to update existing content or generate new content as needed.  
  • Analytics: Use Wix Answers Insights to examine how your customers are engaging with your content. If you see that a large number of tickets were opened from a particular article, it could indicate that you need to update the article. Also, check which of your articles are receiving the most unhelpful ratings and make updates accordingly. Learn More
When updating your content, make sure you update:
  • Article content: Update and improve existing text, make sure to edit screen captures and videos when your user interface changes. 
  • Related content: Update the list of related articles to improve existing content and to include new content. 
Check out the Wix Content blog for tips on building a professional knowledge base.

Related Articles

About Feature Request Articles

Feature Request articles allow you to inform and update customers about features you don't yet offer. They can also help you determine which products or services customers want most, so you know what to develop next. Tip:Review your top Feature Requests from the Knowledge Base Insights dashboard. Voting for Feature RequestsCustomers can vote for Feature Requests by clicking Vote at the bottom of an article. When a customer votes or has their ticket linked to a Feature Request, they become a follower of the article. Later, when you update the Feature Request's status, followers receive notifications.Show me howGo to the live version of a Feature Request article. Scroll to the bottom of the article and click Vote.Tip:Link tickets to Feature Requests whenever customers inquire about features you don't have. You can let them know that they'll receive an update if and when the feature is released. Feature Request StatusesUnlike regular articles, Feature Requests display a status at the top of the live article. The status lets customers know of the feature's current development stage. When you update the status you can send automatic notifications to followers. Show me howTo update a Feature Request article's status:Go to an article's Content Editor. Click the Feature Request status at the top. Click the Feature Request Status drop-down and select a status:Collecting votes: Let customers know you're collecting votes for the feature. Working on it: Let customers know you're working on developing the feature. Coming soon: Let customers know that you're almost ready to release the feature. Available: Let customers know that you've released the feature.Tip: We recommend including a link on the article to direct customers to get started with the new feature.Click Update. (Optional) Click the Notify followers checkbox to automatically send notifications to followers. Choose an update option:English Only: Update the article's status only in the English version of the article. Note: "English" is replaced by your account's primary language if it's different. All Languages: Update the article's status in every language version of the article. Tip:Customize the email template you can send to followers when you update the status.

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About Known Issue Articles

Known Issue articles allow you to inform and update customers about bugs and issues you're aware of. You can also use them to collect complaints so you know what needs fixing the most. Tip:Review your top Known Issues from the Knowledge Base Insights dashboard. Following Known IssuesCustomers can follow Known Issues by clicking Report at the bottom of an article. They can also become followers when agents link their tickets to Known Issues. When you update the article's status, you can automatically notify followers. Show me howGo to the live version of a Known Issue article. Scroll to the bottom of the article and click Report. Tips:Create Known Issues as soon as you receive multiple complaints about a specific problem. Link tickets to Known Issues so you can easily update customers when issues are resolved. View a specific article's stats to learn how many followers it has.Known Issue StatusesUnlike regular articles, Known Issues display a status at the top of the live article. The status lets customers know which stage you're at in regards to fixing the problem. When you update the status you can send automatic notifications to followers. Show me howTo update a Known Issue article's status:Go to an article's Content Editor. Click Known Issue at the top. Click the Known Issue status drop-down and select a status:Looking into it: Let customers know you're investigating the problem. Working on it: Let customers know you're working on fixing the problem. Resolved: Let customers know the issue has been resolved. Third-party bug: Let customers know the problem is due to third-party bug that's beyond your company's control.  Click Update. (Optional) Click the Notify followers checkbox to automatically send notifications to followers. Choose an update option:English Only: Update the article's status only in the English version of the article. Note: "English" is replaced by your account's primary language if it's different. All Languages: Update the article's status in every language version of the article. Tips:Customize the email template you can send to followers when you update the status.We recommend unpublishing Known Issues that have been resolved for more than 2 weeks.

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Organizing Your Knowledge Base

Keep your Knowledge Base organized by creating categories and subcategories for your articles. Then create the articles themselves. Note:New categories and subcategories appear in your Help Center as soon as you create them. You can hide them until they're ready to be viewed from your Help Center settings. Step 1 | Set Up Your CategoriesYour Help Center is made up of categories that contain subcategories and articles. Create categories with titles that are easily understood by both customers and team members. Show me howHover over the Knowledge Base icon  and click Categories.Click + Add New Category.Enter a category name in the field and click Create.To change the order of your categories: Hover over a category you'd like to reorder.Click the Reorder icon  then drag and drop it into a new location. Step 2 | Create SubcategoriesCreate subcategories to divide larger categories into smaller sections. Show me howHover over a category and click the Show More icon .Click Add Subcategory.Note: You can only add subcategories to categories that do not contain articles. Learn how to move articles to other categories. Enter a subcategory name in the field and click Save. Step 3 | Create ArticlesArticles make up the bulk of your Help Center. Create useful content that allows your customers to help themselves. Choose from standard articles, Feature Requests, and Known Issue article types. Show me howClick the Knowledge Base icon  in the side panel. Click + New Article on the right.Select an article type:Informative Article: Provide various types of content such as overviews, 'about' articles, and tutorials.Feature Request: Collect feedback from customers regarding features they'd like to have.Known Issue: Acknowledge known bugs and issues so that customers can stay updated as you work to resolve them. (Optional) Select a category for your article from the Category drop-down. Click Create Article.Learn more about creating articles in your Knowledge Base. 

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Creating an Article

Articles are the core of your Help Center. You can create 3 different types of articles for different needs. The following is intended to walk you through the process of creating an Informative article. You can also create:Feature Request articlesKnown Issue articlesInformative articles are likely the most common type of content you'll create for your Help Center. Create Informative articles to introduce features, provide step-by-step instructions, answer FAQs and more. To create an Informative article:Click the Knowledge Base icon in the side panel.Click + New Article at the top right.Leave the Informative Article type selected. (Optional) Select a category for your article from the Category drop-down. Note: An article must be in a category before you can publish it. You can move it to a category later.  Click Create Article.Enter the title of the article in the Title field. Tip:Save your work early and often by clicking Save at the top right. Click the Write something field and enter content for the article. Hover over the left side of the content block and click the Add a block icon . Choose a type of content block to add to your article:TextClick the Text icon and select a text type:Text: Add a standard block of text. Learn how to format your text.  Bulleted: Add a bulleted list. Use bulleted lists for single-step procedures or to list items that don't require a particular order. Numbered: Add a numbered list. Use numbered lists for multiple-step procedures that require a particular order. Learn more about adding text to your articles. SubtitleClick the Subtitle icon and select an option:Subtitle: Select a heading size to add a subtitle. Anchor: Add an anchored subtitle in the H3 heading size. Tip: Once you add a subtitle, you can hover over it to change the size or to add or remove an anchor.Informative NotesClick the Informative icon .Select a color: Green, Teal, Red, or Yellow.Enter the note title in the Title goes here field.Enter the note text in the Write something field.Tip: Hover over an informative note to hide its title or change its color. Learn more about adding informative notes. LinesClick the Lines icon.Select Dashed or Solid. Tip: Once you add a line, hover over it and click the Edit icon to change the line type.Image Click the Image icon . Click Upload. Select a file from your computer and click Open. (Optional) Add image alt text: Hover over the image and click Add Image Alt Text. Enter the image's alt text and click Save. Note: Uploaded images display at a maximum width of 628 px. When clicked, they expand in your browser window. Learn about other ways to add images to your article. VideoClick the Video icon .Paste the URL of the video.Click Get Video.Note: Currently, it is only possible to add URLs for videos uploaded to YouTube or Vimeo. Learn about other ways to add a video to your article.TableClick MORE and select Table.Enter the number of columns and rows that you need.Note: The header is automatically added on top of the table, so there's no need to add an extra row for it. Click Add Table.Learn how to add, delete, or edit your table. CollapsibleClick MORE and select Collapsible.Enter the title in the Title goes here field.Enter the text in the Write something field.Learn more about collapsible blocks. Code SnippetClick MORE and select Code Snippet.Select the type of code snippet you'd like to add. Tip: Hover over a code snippet and click the Edit icon to change the snippet type.IFrameClick MORE and select IFrame.(Optional) Edit the iFrame height.Enter the URL you'd like to embed in the iFrame URL field.(Optional) Click Disable scrolling to prevent scrolling within the iFrame. Click Add iFrame.Note: By default, a horizontal scroll bar appears when the width of the iFrame is more than 700px. Click Disable scrolling if you want to remove the scroll bar.HTMLClick MORE and select HTML.Double-click HTML Code and remove the existing code.Enter your HTML code.MarkdownClick MORE and select Markdown.Enter text using Markdown syntax. Click outside the Markdown block to preview the formatting you've written. Learn more about adding Markdown text.10.  Click Save at the top right.11.  When you're ready, click the Save drop-down and select Publish. 12.  (Optional) Select publishing options (Notify followers or Update URL). Show me more Notify followers: Send an automatic notification to followers of the article. Learn More Update URL: Update the live article's URL (if you've changed the title of the article). Note: The old article URL will redirect to the new URL.13.  Click Publish Article. Tip:View the live article once you've published by clicking View Live next to Save. 

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Customizing Your Help Center

Create a Help Center that fits your needs and matches your brand. From design features to SEO and webhooks, the customization possibilities are endless. Find out what and how to personalize your Help Center to make it your own!Customize Your Help Center URLWhen you sign up to Wix Answers the default URL for your Help Center looks like this: <businessname>.wixanswers.comFor a more professional look, you can connect your Help Center to a subdomain of your company domain. Your Help Center URL will then be:help.<yourdomain>.comLearn more about your Help Center's URL. Choose Your Help Center TemplateChoose between three professional templates: Moderna, Grande and La Liste. You can select each template to preview it and pick the one that best suits your style and personal brand.Learn more about choosing a Help Center template. Brand Your Help CenterWix Answers gives you the design tools you need to customize the look and feel of your Help Center. You can change the logo, add a background image and switch the colors. You can also customize the text that appears on your Help Center pages to match your business's tone and voice. Learn more about branding your Help Center. You can use custom Cascading Style Sheets (CSS) to further customize your Help Center's appearance and design. Learn MoreProvide Multilingual SupportAdd more languages to your Help Center and localize your content to better serve customers in their own language. Learn more about adding languages to your Wix Answers account. Help Center AccessBy default, your Help Center content is public and therefore accessible to anyone. You can choose to limit access to signed in users or team members only.Learn more about limiting your Help Center to logged in users only. Automatically Send Emails to Your CustomersWix Answers comes with several customizable, dynamic email templates that are automatically sent to your customers when specific actions occur.You can customize the automatic notification emails sent to customers who are following Feature Request or Known Issue articles in your Help Center. Learn MoreYou can also customize the email verification template sent to customers if you've restricted access to your Help Center. Learn MoreCustomize Your Contact FormWhen using your Help Center or widgets as support channels, you can customize their contact forms. Add custom fields to your form to gain valuable information about your customers and the issues they're experiencing. The more you know about your customers the better your replies will be!Learn more about creating custom fields for your contact forms. 

3 min read