Do you need to change or publish content in the knowledge base for distributors or for Wingtra internally? Here is how to go about it.
General best practices
- Use titles that are describing a question / answer / problem, not just key words
- BAD title: "WingtraOne PPK"; good title: "How to post-process PPK data in WingtraHub"
- Detail the answer you will be giving in the subtitle / lead of the article
- Illustrate your article with screenshots or loom videos
- Upload images to the correct folders
- Make sure the URL is based on the title of the article in settings
- Make sure to choose the correct access settings: "Distributor Portal," "Wingtra Internal," "Partners (3DR)." If you don't set the access settings, articles are by default public to everybody with the internet!
- Make sure to choose the right article category and sub-category
- Don't surprise people by editing their articles or publishing new policies; instead, double check
Sales and marketing pages
- Team members can draft
- Only team leads can publish
- Team leads post updates in customer team leads chat and decide if they need to update their teams about changes in their weekly meeting
Product documentation and manual (support team)
- Team members can publish directly after a review from another team member. There is a separate article about reviews
- Notify your team lead either via a private message or in the support team chat. If you are already sure, that the update is relevant for everybody, post in the customer teams chat. The team lead should post the updated article to the customer team leads chat (unless already in the customer teams chat)
When do we create support articles? A new article (public or internal) should be created in the following cases:
- Detailing new, big features introduced in a new release
- Explaining some features that are not adequately covered in manual articles
- Customers face known issues and we want to provide a workaround
- We found an interesting case that is worth sharing—along with its troubleshooting steps and solution—with the team
- We need to document workflows and processes
How to create an article step by step
- Open the Wingtra Knowledge Base
- On the top right corner you see this icon:
- Click on it and select Knowledge Articles from the drop-down menu
- Select Create article in the new page
- In the Write tab, give a title and a description to the article and add the content under the Answer section. You can add images, videos or links from the top toolbar
- In the Settings tab, give the URL of the article, select the category in which you want to add your article, and set the access rights
- While writing, a draft is already created and it is automatically saved regularly. In this stage it is possible to preview it. When the article is completed, click on Publish.
General guidelines:
- Give a descriptive title to the article
- Write for the average customer—better to provide more information than less
- Link other articles or resources
- Add images, bullet points and videos to better explain something
How to set access rights?
The Knowledge Base consists of articles that are public and articles with restricted access. The default setting is public:
To restrict the access to specific contacts groups, click on the Private - registration required option and select an option from the dropdown menu. It is possible to select multiple options from the list.
For internal articles that are accessible only for Wingtra members select the Wingtra Internal category for the article and the Access to Wingtra Internal Knowledge Base Category option.
To publish an article to the Distributor Portal, place it in the Distributor Portal category and select both the Access to Wingtra Internal Knowledge Base Category and the Access to Distributor Portal Knowledge Base Category [static] options.
To publish an article to the Customer Portal place it in the Customer Portal category and select Access to Customer Portal Knowledge Base Category option, as well as the Access to Wingtra Internal Knowledge Base Category option.