Creating and editing articles
Guide managers can create new articles and edit all existing articles in the knowledge base. Agents who are not Guide managers can create and edit articles if they have management permissions. End-users can’t contribute articles to the knowledge base.
Using the article editor toolbar
The Help Center article editor contains a toolbar you can use to format your knowledge base articles. The article toolbar is not the same as the toolbar that appears in community posts.
Inserting images in articles
You can insert images in the body of your Help Center knowledge base articles. When you insert images, they are added as attachments to the article. Large images are automatically resized to fit the width of the article.
Inserting videos in articles
You can insert videos in the body of your Help Center knowledge base articles, either through the article editor toolbar, or by embedding code in your article.
Inserting and editing links in articles
Guide managers can create, edit, and remove links in any new or existing article in the knowledge base. Agents who are not Guide managers can create, edit, and remove links in articles where they have management permissions.
Promoting an article
You can promote articles in a section to draw attention to them. When you promote an article, it moves to the top of the articles list within its section and is usually given a special visual treatment (for example, a star icon).
Disabling comments for an article
You can disable comments on individual articles as necessary. When you do so, the article indicates that it is closed for comments at the bottom of the article.