Knowledge base is where user can add FAQ and they can be displayed on Support Home Page.

KB can be added in the Content section of Admin Menu.

To add a question click on New Question and can add Question & answer & Show in Support Center Yes will display question on Support Home Page & No will not be displayed and saved as draft.

For example:- Lets add Question "What is Rules & Answer to it" with Show in Support Center value "Yes"  Click on Add

Question is added in the Knowledge Base & is also displayed on Support Home Page

Support Home Page displaying the Knowledge Base question

With Show in Support center value "No" question will not be displayed on Support Home Page

You can Edit & Delete the FAQ by a click on Edit or Delete.

Display Topics/Articles

Display Topics/Articles as name reads it displays all the linked Topics & Articles together.

For example:- 

Ticket Management is a topic & it has 7 articles linked to it. So when i click on Display Topics/Articles than expand the topic Ticket Management than this is how it will look like.

When i click on Article link than a pop up will display the selected Article.

Articles are detailed information about the content. Articles are linked to the topic. You can add Article in Admin Menu --> Content.

To add New Article click on new Article and than add Article Subject, Topic name to which this article is related. Show in Support Center value "Yes" will be displayed on the Support Home Page & Show is Support center value "No" will not be displayed as will be saved as draft for internal reference.

For example:- Let's add Article 1 linked to Topic 1 with Show in Support Center value "Yes" & click Add

Article is added

User can Edit the Article using Edit option & Delete the Article using Delete option.

Show in Support Center value Yes/No

So when Show in Support center Value is Yes than Article & its linked Topic is displayed on Support Home Page.

For example:- Show in Support Center value is Yes for Article 1 & "Article 2"so "Topic 1" & "Article 1" & "Article 2" both will be displayed on Support Home Page

Support Home Page displaying Topic 1 --> Article 1 & Article 2

Now when Show in Support center Value is "No" than Article & its linked Topic is not displayed on Support Home Page.

For example:- Show in Support Center value is No for Article 2 so  "Article 2" will not be displayed on Support Home Page. So Support Home Page will only Display Article 1 as its has value Yes & will not display "Article 2" as the value is "No"

Support Home Page displaying only "Article 1"

NOTE:- If all the articles in a particular Topic has Show in Suport center value "No" than that topic will  not be displayed on Support Home Page

User can Add, Edit & Delete Topic from the Content Menu of the Admin section. All the added Topics & its related Articles are displayed on Support Home Page.

Note:- Topics without any Articles are not displayed on Support Home Page.

Integrations topic added --> Click on Add

Integrations topic is added

In order to Edit Topic click on Edit & after the necessary changes & click update

Topic is updated

In order to Delete the Topic click on Delete for the topic to be deleted --> A message is displayed to confirm Delete (yes/no) click Yes to confirm delete & No to Cancel

Lets try to Delete topic  "Third party Integrations"

When clicked on Yes a pop up is displayed "Cannot delete topic. It has articles associated with it." This means a topic cannot be deleted if it has articles linked to it. In order to delete a topic all the articles linked to it should be unlinked or deleted.

Here Topic "Third party Integrations" has article  "JIRA Integrations"  linked with it

When Linked article is Unlinked or deleted than topic is deleted too.