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Knowledge Base

The Knowledge Base addon allows you to create a library of help articles for your customers. It facilitates self-service by organizing your resources by topic and providing a powerful search engine.

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To use these features, the Knowledge Base addon must be enabled on your CLIENTXCMS.

Managing the Knowledge Base​

Management takes place in the Settings > Knowledge Base section. You will find two main tabs:

  • Articles: To write and organize your content.
  • Categories: To structure your help by topic (e.g., Billing, Services, General).

Admin Dashboard

Creating an Article​

When creating or editing an article (Settings > Knowledge Base > Articles > Create an article), the following fields are available:

  • Title: The title of the article as it will appear to your customers.
  • Slug: The URL identifier (automatically generated from the title).
  • Content: A rich text editor (WYSIWYG) to write your article, including images, links, and formatting.
  • Excerpt: A short summary used in article lists.
  • Status: Allows you to set whether the article is a Draft or is Published.
  • Category: The topic the article is attached to.
  • Sort Order: Defines the article's position in lists (lowest number first).
  • Featured: A checkbox to display the article prominently on the help center home page.
  • Tags: Keywords to improve search results.
  • Related Articles: Allows you to suggest other articles at the end of the reading.

Article Creation

SEO Optimization​

Each article has an SEO Fields section to improve its search engine ranking:

  • SEO Title: The page title for browsers.
  • SEO Description: The meta-description for search results.

User Experience (Client Area)​

The Help Center is accessible directly from the client area. It offers a modern and intuitive interface:

  • Search Engine: Allows customers to quickly find an answer by typing keywords.
  • Featured Articles: Displays the most important guides right on the home page.
  • Category Navigation: Allows exploring topics to find help.
  • Article Usefulness: Customers can indicate if an article helped them, allowing you to measure the quality of your documentation.

Help Center

Default Articles​

Upon installation, default articles are provided to guide your customers through the basic use of their client area (Billing, Support, Services).

Advanced Features​

Translating Articles​

You can translate your articles into all languages supported by your platform via the built-in Translation Tool in CLIENTXCMS. This allows you to offer personalized help to your international clientele.

Statistics and KPIs​

A dedicated statistics page allows you to track the effectiveness of your knowledge base:

  • Total Views: To identify the most consulted topics.
  • Usefulness Rate: To know which articles need improvement.
  • Top Performing Articles.

Admin Dashboard