✔️ Knowledge base (for administrators)

The knowledge base is a place where you can gather all the information needed for employees to perform their daily duties.

Table of contents

1. What can use the knowledge base for?
2. Permissions
3. Manage access to pages
4. Manage pages and attachments
   1. Add pages
   2. Add subpages
   3. Edit pages and subpages
   4. Delete pages and subpages
   5. Publish pages
   6. Attachments
   7. Other page settings
5. Analytics, statistics, and page Ratings
   1. Page statistics
   2. Page ratings
   3. Analytics
6. Knowledge base tiles
   1. Tile types
   2. Tile visibility
7. Search

What can use the knowledge base for?

The knowledge base can serve various purposes; however, for convenience, below are the three most common ones. In practice, it often happens that one knowledge base serves more than one purpose.

1. It contains detailed descriptions of procedures, employee benefits, regulations, and other internal content. This allows employees easy access to information regarding company operations, helping to avoid ambiguities in handling internal inquiries such as vacation requests.
2. It serves as a training catalog, housing essential educational content. Administrators can gather training materials, online courses, and other educational resources so that employees know what content is worth pursuing.
3. It serves as an operational information source for employees who regularly use specific procedures or tools. For example, customer service representatives may have access to system operation instructions, complaint procedures, or technical issue resolution tips. This enables them to perform their duties more quickly and efficiently, resulting in better quality work.

Permissions

Three permissions are essential in the knowledge base:

• Users with a system role containing the Administration — manage knowledge base permission. These users can manage everything within the knowledge base.
• Users who have been granted permission to edit a specific page. They can manage everything related to a specific page and its subpages.
• Users who have been granted permission to view a specific page. They can view the page, download attachments, add or remove the page from favorites.

Check what permissions are required to perform specific actions

View a page
By default, all published pages in the knowledge base are visible to all users. The visibility of each page can be restricted to selected groups in the page settings.

Add a page
Only users with a system role containing the Administration — manage knowledge base permission.

Edit a page
Users with system role containing the Administration — manage knowledge base permission and users who have been granted editing access to a specific page.

Page editing permissions are inherited, meaning if a group can edit a page, they can also edit all of its subpages.

Add a subpage
Users with system role containing the Administration — manage knowledge base permission and users who have been granted editing access to a specific page.

Add and edit attachments for a page
Users with system role containing the Administration — manage knowledge base permission and users who have been granted editing access to a specific page.

Share a page
Users with system role containing the Administration — manage knowledge base permission and users who have editing access to the page.

Remember that for a user to share a page with a selected group (or change the sharing type), they must have access to it through an object role with the Users — view permission (or higher).

Move a page to trash
Users with system role containing the Administration — manage knowledge base permission and users who have been granted editing access to a specific page.

Manage the knowledge base trash
Only users with system role containing the Administration — manage knowledge base permission.

View page statistics
Users with system role containing the Administration — manage knowledge base permission and users who have been granted editing access to a specific page.

View the knowledge base dashboard

Users with system role containing the Administration — manage knowledge base permission.

Manage tile visibility
Only users with system role containing the Administration — manage knowledge base permission.

Manage access to pages

To change user access to view/edit a page, follow these steps:

1. Go to the page in the knowledge base that you're interested in.
2. Click the share icon in the top right corner. If you don't see it, it means you don't have permissions to edit the page.
3. If you want to share the page with new groups, click "Add groups" and select groups that you want to share it with.
4. If you want to change the access type or remove access for already added groups, click the arrow on the right side of the selected group and choose the appropriate option. Remember that if you're editing a subpage, you can't change the access type for groups that have editing access to the parent page.

Manage pages and attachments

Add pages

1. Go to the "Learn and develop" section > Knowledge base.
2. Click the plus icon located to the right of the "Knowledge base" page header.
3. Enter the title and content of the page.
4. Click "Save" to confirm.

Remember to publish pages if you want users with viewing permissions to see them. By default, all users have viewing permissions for a page.

Add subpages

1. Go to the "Learn and develop" section > Knowledge base.
2. Click the plus icon located to the right of the title of the page to which you want to add a subpage.
3. Enter the title and content of the subpage.
4. Click "Save" to confirm. 

Remember to publish the subpage (and all its parent pages) if you want users with viewing permissions to see it. By default, all users have viewing permissions for a page.

Edit pages and subpages

1. Go to the "Learn and develop" section > Knowledge base.
2. Open the page you want to edit.
3. Click the pencil icon in the top right corner.
4. Make your changes.
5. Click "Save" to confirm. To exit edit mode, click the pencil icon again.

While editing the content of the page, you can:

• Add headers and paragraphs
• Use italics and bold
• Change text alignment
• Add bullet points
• Add images and videos (from computer, link, or embeded code)
• Change font color and add underlining in different colors
• Add indents
• Add links

Delete pages and subpages

Pages and subpages first go to the trash, and then they are either manually deleted/restored by an administrator or automatically deleted after 90 days. When a page goes to the trash, users with viewing/editing rights can no longer see it.

To move a page to the trash, follow these steps:

1. Go to the "Learn and develop" section > Knowledge base.
2. Open the page you want to move to the trash.
3. Click the three-dot icon, select "Move to trash" and confirm.

Learn more about managing the trash.

Publish pages

Pages can be published immediately, or publication can be scheduled. The same goes for withdrawing from publication.

Remember, if users without editing rights are to have access to subpages, all parent pages must be published.

Publish immediately

1. Go to the Learn and Develop section > Knowledge base.
2. Open the page you want to publish.
3. Click the three-dot icon and select "Publish".

Schedule publication

1. Go to the Learn and Develop section > Knowledge base.
2. Open the page you want to publish.
3. Click the three-dot icon and select "Settings".
4. Enable the "Schedule publication" toggle and set the date and time. Changes will be saved automatically, and the page status will change to "Awaiting publication". 

Unpublish 

1. Go to the Learn and Develop section > Knowledge Base.
2. Open the page you want to publish.
3. Click the three-dot icon and select "Unpublish".

Schedule for unpublishing

1. Go to the Learn and Develop section > Knowledge base.
2. Open the page you want to publish.
3. Click the three-dot icon and select "Settings".
4. Enable the "Schedule unpublication" toggle and set the date and time. Changes will be saved automatically. When the scheduled date and time passes, the page will be unpublished and its status will change to "Unpublished".

Publication statuses

• Unpublished: The page is visible to administrators and users with editing rights.
• Awaiting publication: Publication has been scheduled for a specific date and time; the page is still visible to administrators and users with editing rights.
• Published: The page is visible to administrators and users with editing/viewing rights.
• Publication suspended: This page can't be published becuase it's parent page hasn't been published yet. 

Attachments

You can add one or more attachments to each page. Attachments are displayed at the bottom of a page and available for users to download.

To add an attachment, follow these steps:

1. Go to the Learn and Develop section > Knowledge Base.
2. Open the page to which you want to add an attachment.
3. Scroll down the page and click the plus icon next to the "Attachments" header.
4. Choose a file and confirm.

To replace an attachment, follow these steps:

1. Go to the Learn and Develop section > Knowledge Base.
2. Open the page where you want to replace the attachment.
3. Scroll down the page and click the three-dot icon next to the attachment title.
4. Click "Replace," then select a file and confirm.

It's useful to replace attachments instead of adding new ones when you're adding a new version of the same document. In that case, the link for the attachment will remain the same, and there's no need to replace it if it has been shared elsewhere.

To delete an attachment, follow these steps:

1. Go to the Learn and Develop section > Knowledge Base.
2. Open the page from which you want to remove the attachment.
3. Scroll down the page and click the three-dot icon next to the attachment title.
4. Click "Remove" and confirm.

To reorder attachments, follow these steps:

1. Go to the Learn and Develop section > Knowledge Base.
2. Open the page where you want to reorder attachments.
3. Drag and drop the attachement in the desired place.

Other page settings

Excerpt

This is a short description of what the user will find on a specific page. The excerpt is optional. It's visible on tiles in search results, newsletters, and in the favorite pages section.

Estiamated completion time

By default, we display the estimated completion time based on the number of words on the page. This does not include images, videos, attachments, or news. However, you can manually adjust this time using the "Custom time" option.

Hide attachments
Attachments will not be displayed for users who only have the viewing permission.

Hide date
The update and publication date will not be displayed for users who only have the viewing permission.

Hide page rating
Users will not be able to leave ratings on the page.

Set the "Important" label expiration date
This option can only be enabled if the page has the "Important" label enabled. When the scheduled date passes, the label will be disabled.

To enable the label, go to the page edit mode and click the "Important" chip above the title.

Analytics, statistics, and page ratings

Page statistics

Administrators and users with page editing permissions can always view page statistics (as well as subpage and news statistics) and use them to update content to be more helpful for the audience. When pages are regularly improved, users always have access to reliable, high-quality content. As a result, they are more likely to use it, which, depending on your use of the knowledge base, can improve the quality of information provided to customers or reduce queries to HR/L&D staff.

What data can you see

• All (views): How many times a page has been viewed. If one user viewed a page 10 times, it will appear as 10 here.
• Users (views): How many unique users have viewed a page. If one user viewed a page 10 times, it will appear as 1 here.
• All (ratings): How many times a page has been rated.
• Positive ratings: The number of "YES" clicks under the article and the percentage share of all ratings. Remember, one user can rate a page multiple times.
• Negative ratings: The number of "NO" clicks under the article and the percentage share of all ratings. Remember, one user can rate a page multiple times.

Page ratings

Ratings allow administrators and users with page editing access to monitor whether specific content is helpful in real-time. Ratings left by users are visible only to administrators using the "Page statistics" option.

How users can rate pages
To leave a vote, the user must answer the question "Was this page helpful?" located at the bottom of the page. Users can vote more than once for a particular page, allowing them to, for example, leave a positive rating even if they originally rated it negatively.

Enable / disable ratings
The ability to rate a page can be enabled/disabled per page (in page settings) and also for all pages (to do this, contact Customer Support).

If you disable page ratings, the exisitng rating statistics are kept and are available to view by administrators when turned back on.

Analytics

You can analyze the knowledge base page (and subpage) views using a dedicated, ready-made dashboard. To acccess the dashboard go to Analytics > Dashboard, you will see it listed under the "Ready-made dashboards" category.

Page views report

The dashboard contains the "Page views" raport that allows you to check:

• The number of total views per page ("All" column)
• The number of unique users per page ("Users" column)
• A list of users who viewed a page (to access it, click on a value in the "Users" column)

You can sort the table by the "All" and "Users" columns. You can also search for a specific page using the search bar. 

How to use this data?

Using the report, you can check the popularity of all pages quickly. The most popular pages indicate which topics are most important to users, while the least popular pages may require better promotion, updating, or removal. Admins can see which users visited specific pages to find out who accesses the knowledge base most often.

Knowledge base tiles

To facilitate navigation and access to key content, there are tiles with shortcuts above the list of pages. Administrators can enable/disable them freely (except for the "Popular" tile) and set who they will be displayed to. By default, all tiles are visible to all users.

Tile types

• Important: Pages marked as "Important" by an administrator or a user with page editing rights.
• Latest: Pages added in the last X days. If a user views a page, it will be removed from the list. The number of days is set individually per platform. If you want to change it, contact Customer Support.
• Popular: The most frequently viewed pages in the last 10 days. The most popular page is displayed at the top. It is possible to hide news in this section if they are enabled on the platform. To do this, contact Customer Support.
• Favorites: Pages that the user has added to favorites using the heart icon in the top right corner of each page.
• Attachments: All attachments available on pages accessed by the user.
• News: All messages on pages accessible to the user (only if messages are enabled on the platform).

Tile visibility

You can manage this setting for all tiles except the "Popular" tile.

How to enable/disable a tile for all users

1. Go to the Learn and Develop section > Knowledge Base.
2. Go to the page of the selected tile.
3. Click the gear icon in the top right corner.
4. Click "Unpublish" to disable a tile, click "Publish" to enable a tile.

How to enable a tile only for selected users

1. Go to the Learn and Develop section > Knowledge Base.
2. Go to the page of the selected tile.
3. Click the gear icon in the top right corner.
4. Click "Add groups," select groups, and confirm. To remove already added groups, use the eye icon next to a group name and click "Remove."

Search

The search available from the knowledge base is a full-text search - it searches for desired values within all types of knowledge base elements (pages, subpages, attachments, news).

Presented search results include only those accessible to the user searching for content. For example, if a user does not have access to the "Labor Law" page but has access to the "Labor Law" attachment, only the attachment will appear in the search results for the phrase "labor law."

The main mechanisms used by the search engine are:

• It searches not only for the specific phrase but also for variations of that phrase. For example, searching for "training" will also yield results with "trainings," "training," "train," etc.
• It searches within existing content (it does not search deleted content).
• In addition to variations of the phrase, it also searches for non-standard characters within the phrase (e.g., Polish characters). For example, searching for "sąd" may yield results for "sad"; searching for "avô" may also yield results for "avó" and "avo."
• The searched value applies to both page titles, page content, attachment titles, attachment content, message titles, and their content.
• The priority is to find the exact phrase.
• If both the title and content (e.g., pages) contain the exact phrase, the title takes precedence.
• Leading and/or trailing spaces in the searched phrase are ignored.
• The search engine allows for sorting data: alphabetical, by date of last edit, by date of last addition, by date of last publication.
• Search results can be filtered.