Knowledge Base Cloud Part®
Knowledge Base provides a centralized, searchable and secure knowledge management system that can be set up in minutes.
Understanding Permissions – Users vs. Admin
Knowledge Base is divided into two views or experiences, Users and Administrators.
Users are the primary group of people that will be using Knowledge Base. Their range of abilities is limited to the following functionality:
- Browsing/searching published articles.
- Browsing/searching questions submitted.
- Submitting new questions
Admins have full control over all of the content in Knowledge Base. They can perform the following actions:
- Create, edit, and delete articles
- Answer submitted questions
- Create, edit, and delete article categories
- Set user permissions
Setting Permissions for Users
The first step for setting up your Knowledge Base Cloud Part® is to decide the permissions for users.
To set permissions for users, make sure that you are the Site Collection Admin, then follow these instructions.
- Click the gear wheel at the top of your SharePoint site and click Site Settings.
- Under the heading Users and Permissions, click People and groups.
- On the left side of the page under the Groups heading, click More... This will open up the People and Groups page.
A) To set Knowledge Base Admins, locate the SPXKnowledgebaseAdmin group and click on it. On the following page, click New, and add users/groups as desired.
B) To set Knowledge Base Users, click on SPXKnowledgebaseUser, group and click on it. On the following page, click New, and add users/groups as desired
- Once you have added specific Users and Admins to your site, you are ready to start using Knowledge Base!
Navigating through Knowledge Base
The Knowledge Base navigation bar has three main sections:
Articles Section – This is where anyone can view Articles published by Administrators
Questions Section – This is where anyone can ask questions, as well as browse through questions that have been asked by other users.
Administration Section – This is where Admins control all aspects of creating and editing articles, questions, and article categories.
To create a new article in Knowledge Base:
- As a Knowledge Base Admin, click on the icon and click Manage Articles.
- Click on
- This will bring up a box with fields to fill out for your new article.
Article Title – The value for this will appear as the Title
Body – This is the main content of the Article. Users can copy content from Microsoft Word or an external web page and paste right into the article body here.
Categories – The article can be associated to one or more predefined Categories for easy searching and sorting. See Creating Categories section for more information.
Tags – The article can be tagged with a term here for easy searching later. Unlike Categories, tags are not predefined and can be input on-the-fly.
Sticky – Designating an article as "sticky" will ensure it always shows on the top of search results and listings, regardless of sorting preferences.
Review Date – Add a date when the article needs to be reviewed by another admin. If the Article Status is Review and the Review Date falls within the next 7 days, the date will be listed in green under the "Articles for Review" view for Admins. If the date has already passed, it will be listed in red.
Expiration Date – The article will be archived when this date is set. That is, they will no longer be displayed to Knowledge Base Users. These articles are not deleted and can be republished at any time. If the Expiration Date falls within the next 7 days, the article will be listed under the "Expiring Soon" view for Admins.
Article Status – There are 4 possible values here:
- Draft – Articles designated as Draft will be visible only to Admins.
- Review – Articles designated as Review will be listed under the "Articles for Review" view for Admins.
- Published – This grants all users the ability to view the article
- Archived – Once the Article is no longer relevant or needed on the page, it can set to archived. These articles will no longer be visible to non-Admin Users. These articles can be republished at any time.
- Click Save when the fields have been filled out.
Note: If you selected Published for your Article Status, it will now be available for all users to see. If you selected Draft, Review or Archived, it will be viewable only by Admins in the Manage Articles section, but not by regular Users.
Asking a Question
All Users have the ability to submit questions in Knowledge Base. This helps your organization identify potential knowledge gaps, and gives Admins an easy way to respond to them.
To ask a question:
- Click on the icon on the left and click Ask a Question. This opens the Ask a Question page.
- Fill out the fields of the Ask a Question box.
Note that there are some formatting and mark up options to use in the Question field.
- Once you have filled out the form, click Save. The form will be automatically cleared when you submit your question.
- To verify that your question was submitted successfully, click on the icon and then click See All Questions. Your question will now be listed on this page.
- Once your question has been answered, you will receive an automated email notifying you.
Answering User Questions
To answer User Questions:
- As a Knowledge Base Admin, hover over the icon on the left side of the page and then click Manage Questions.
- The Manage Answers page is divided up into 4 views.
All Questions – Lists both answered and unanswered questions
Answered Questions – Lists only the Answered Questions
Unanswered Questions – Lists only the Unanswered Questions
Needs Article – Lists Answers that are tagged as still needing articles
The page opens on the All Questions view automatically. Admins can either answer the question from here or filter down the questions first by clicking on the Unanswered Questions view.
- Click on the question you’d like to answer.
- This opens the Answer a Question box. At the top, the subject and question are listed. Below that you will find a WYSIWYG editor where an answer can be provided. Admins can also copy content from Microsoft Word, an external web page or any other source paste it directly into the Answer area.
- Next, check the Question has been answered box to designate this question as answered. If you wish to save the answer but not publish it yet, leave this box unchecked.
- If you want to add an Knowledge Base article addressing this question later, check the Needs Article box. This will ensure that this question is listed under the "Needs Article" view as a reminder to Admins.
- Click Save
- The Question has now been answered, and the user that asked the question will be sent an email notifying them. The answer will also be published for anyone to see.
Categories in Knowledge Base are useful for quickly filtering your articles into specific topics.
To create a Category:
- As a Knowledge Base Admin, hover over the icon and click Manage Categories.
- In the middle of the page, you will find a panel where you can create new Categories.
Type in a Name for your new category. The Parent Category is used for nesting categories.
- Click Save
- Your new category will appear near the top left of the page.
The newly-created Category will now be available to choose from when create new articles or editing them. This can make browsing and finding your articles much easier.
Views and Ratings
Knowledge Base Users have One useful feature in Knowledge Base is the ability to see how many times the articles have been viewed, and how users have rated them. This can provide great insight into what topics are the most important to your users.
To check the View and Ratings, click on the icon. Then they will appear in two columns on the page.
To rate an article:
- Click the icon to navigate to the Article section.
- Click on the Article Title you want to rate. This will open the article.
- At the top left of the Article you will see a group of five stars. The article will automatically display the average rating that has been established. Click on the number of stars you would like to rate this Article.
- Once you have rated it, a new average rating will appear. Click on the at the top right of the article to exit and go back to the Knowledge Base homepage.
Note: views and ratings won’t be counted if the user is only granted SharePoint visitor permissions on the site. Users must have site member or owner permissions to enable this function. (See the Setting Permissions for Users section for information on how to ensure users have the right permissions).
Setting Permissions for Users