The Knowledge Base (KB) is the ultimate resource for your customers. It can feature product care instructions, FAQs, how-to articles or any other important information.
You can manage all of your Knowledge Base content in your Admin Area, which contains a central depository of articles, article categories and keywords that can be indexed and searched for.
Viewing Knowledge Base Articles
To view your store's main Knowledge Base page, head on over to this URL:
This page will list all knowledge base categories you've configured for your store (replace myvolusiondomain.com with your custom domain name). Here, visitors can browse categories or use the Search tool to find specific content.
Note that by default, your store template does not have a direct link to your store's main Knowledge Base page from your storefront. If you want a link to your knowledge base on your storefront, you'll need to create one and place it in your template.
Creating a Link to the Knowledge Base From Your Storefront
The easiest way to add a link is to add a new category in Inventory > Categories. Choose a name for your new category (for example, "Knowledge Base"). Under the Advanced Settings > Misc tab, paste the following URL into the Alternate URL field: http://www.yourvolusiondomain.com/kb_results.asp, replacing “yourvolusionstore” with your store’s domain name.
Creating Knowledge Base Articles
To create your first Knowledge Base article:
Go to Customers > Knowledge Base in your Admin Area.
Click the ADD button at the top right of the page.
Configure the article according to the settings listed in the Knowledge Base Settings table below.
When finished, click the Save button at the top right of the page.
To view the article on your storefront, click the View Live button near the top-right of the page.
Knowledge Base Settings:
KB ID (an automatically generated ID number)
Private (articles that are only accessible by administrators currently logged in to the store).
Title (the title of the article as it is assigned by the author).
Apply To Category ID(s) (where you can assign categories to an article).
Body (the actual content of the article).
Keywords (a list of terms visitors should be able to use to search for and find a particular article).
Your new KB article also features the ability to add Attachments, such as a PDF or image file.
To add an attachment, click the Attachment Management section of your new article. Click the Add Attachment button or the down arrow to open the uploader. Use the Choose File button to pick your attachment and click Upload to add it. You can also add additional attachments with the Add More Attachments button.
Creating Article Categories
Articles can be organized by category to make it easier for customers to find what they're looking for! You can create Knowledge Base categories as follows:
From the Filter menu, choose Article Categories.
Click the Add button to create a new category.
The ID will auto-generate once the Category is saved.
Select the Parent ID if it will be a subcategory under a main Knowledge Base category. The field defaults to Main Category, which will make the Category you are creating a main KB Category, not a subcategory.
Enter a name for the category. This is visible to your customers in the KB.
Enter a description for the category. Note that the Description will only be visible to administrators.
Click the Save button at the top right of the page.
Your store's Knowledge Base is also interactive, so visitors can rate and comment on the articles they view. It's a great way to get input from your customers and hone your KB content.
Near the bottom of article pages, customers will see a rating drop-down menu and text box. They can rate an article's quality from 1 (lowest) to 10 (highest) and leave comments about the article.
When a customer submits a comment, the comment is entered into the Reader Comments table in the Admin Area. You can review comments by selecting Reader Comments from the Filter menu near the top of the Knowledge Base table.
Each comment and rating will be displayed along with an ID number, the commenter's IP address, and the time and date the comment was created.
When an article is revised or edited, it's entered into the Articles Pending Review table. It will need to be approved prior to being visible on the site.
From the Filter menu, select Articles Pending Review.
Click the ID number of the article.
Under Revisions for at the bottom of the page, select either Revert to Base or Accept Active Revision.
Updating Article Keywords
Visitors can use the Keywords field to search for articles by key terms or phrases.
After you create an article and enter its keywords, you need to update the index of keywords so the new ones will be searchable:
From the Filter menu, select Search Hints.
Click the ADD button to create a new Search Hint.
Enter your Search Hint in the Hint field.
Click the Save button at the top left to save your hint.
New articles will now have their keywords added to the Search Hints table, and people will be able to find your articles.