Knowledge / Knowledge Base

1. How to Add a Compliance Checkbox to an Article

   Ensuring compliance with specific guidelines or policies is crucial for many organisations. Adding a compliance checkbox to your articles can help you track and confirm that readers have acknowledged ...

2. How to add a new FAQ/Article

   Both Publishers and Editors follow a similar process when adding new questions or articles to the knowledge base. Here's a step-by-step guide: 1. Log into the Control Panel, navigate to the Editor and...

3. How to view and test a Decision Tree's journey

   Creating and fine-tuning a Decision Tree is a crucial part of ensuring a smooth user experience. To review and test your Decision Tree's journey, you can use the 'view mode.' This feature allows you t...

4. How can I view previous versions of an article?

   To access prior versions of an article, simply click on the 'Review Version History' button. This will take you to the revision history page, which provides a comprehensive list of all modifications m...

5. Can I rename a category?

   Some users have the capability to add, edit, and delete categories, subject to their rights and permissions and the specific channels their knowledge base covers. However, users with faqtAgents (web s...

6. Why can't I find a new article I've added to the Knowledge Base?

   In most cases, this issue is related to the publication status of the Knowledge Base. Follow the steps below to ensure that your newly added articles are visible in your live Knowledge Base. 1. First,...

7. What are the Best Practices for Creating Decision Trees?

   Decision Trees are powerful tools for visualising and structuring complex decision-making processes. To maximise their effectiveness, it's essential to adhere to best practices in their creation. This...

8. What is the Synthetix Editor?

   The Synthetix Editor is a software tool designed to streamline the creation, editing, and maintenance of a Knowledge Base. Let's explore its core functionalities and understand how it contributes to k...

9. An editor has added a new FAQ but I want to change it a bit before approving it. Can I do this?

   If you are a Publisher, you have the option to edit FAQs directly from the approval list. Clicking on the FAQ will open it in the editing interface, allowing you to make any desired changes. It's impo...

10. There's a message saying I have FAQs awaiting approval. What does this mean?

    This indicates that one or more of your Editor users have introduced new FAQs or made changes to your knowledge base. These modifications do not get automatically approved but are instead placed in an...

11. If I have FAQs waiting for approval, do they expire?

    No, you are not required to address pending approvals right away. You have the option to leave them in the approval queue for an indefinite period, allowing you to make decisions on them at your own p...

12. There are some FAQs showing in the search results which I cannot edit. Why?

    This can occur for two main reasons. Firstly, if an FAQ displayed in the search results belongs to a different view from the one you are logged into, you will notice a grey cross symbol instead of the...

13. How can I tell if an FAQ is linked to by other FAQs?

    If the question you wish to delete displays a 'links' symbol instead of the usual red cross for deletion, it signifies that this question is linked to by other FAQs. Attempting to delete it under thes...

14. Can I cut and paste my content from somewhere else?

    We recommend a cautious approach when copying and pasting text from external sources. To ensure the cleanliness of the content and avoid potential issues, consider following these suggestions: Use a T...

15. Can an FAQ appear in more than one category?

    You can only assign one category to each FAQ. In situations where you feel that an FAQ could belong in two categories, perhaps because it's not entirely clear which one is the most appropriate, we rec...

16. Can I choose the label that gets allocated to an FAQ?

    No, when you're adding FAQs via the Editor, the system will automatically assign a label to your new FAQs following the pattern 'qed...'. If you have a specific requirement to allocate a particular la...

17. I have added an FAQ to the wrong category. Can I move it?

    We do not permit the alteration of an FAQ's category once it has been added. This restriction is in place to ensure the accurate reconciliation of historical data, such as the number of clicks on an F...

18. Can I change the category or subcategory that an article is in?

    Changing the categorisation of your articles may become necessary. Here are key points to consider: No Self-Editing: Most users can't directly amend an article's category. To change the category of an...

19. What are the differences between editors and publishers?

    Once you gain access to the Editor, your role will either be that of an Editor or a Publisher. Let's explore these roles in detail: Editor As an Editor, your primary responsibility is to refine and en...

20. How do I edit or remove a knowledge base article?

    You can edit or remove knowledge base articles by following these steps: 1. Navigate to 'Browse articles by category'. 2. Find the article you wish to edit or remove by selecting its view or category....