Knowledge Base Docs

Build out a knowledge base by adding pages and editing their content.

1. Open Knowledge Base and click the knowledge base you want to work in.
2. Click + New Page at the top-right to add a page, or click an existing page to open it.
3. On the Details tab, type and format the page content in the editor.
4. Use the Docs tab to attach files to the page, and the Advance tab for advanced settings.
5. Click History to review or revert to earlier versions of the page.

Readers can rate a page using the Was this helpful? Yes / No buttons at the bottom.

When creating knowledge base entries, you can give others permission to access the entry and make changes, as well as make it publicly available to users in your Client self-service portal. This is useful both when collaborating with others as well as knowledge sharing and faq for clients.

First, create a kb or go to an existing entry you have.

Next, on the right menu of the kb, click Manage next to permissions 

Here, you can now search for other agents using the search  bar

Click add to add one of the other agents to the kb. Once the agent is added, you can check the "Edit" box to allow them to make changes, then click on "Save Permissions".

Alternatively, you can also "Remove" the user from the kb or uncheck the option to allow editing, and again, click "Save Permissions."

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You can also add the KB to the client-side, end-user portal. On the right menu, simply turn on the Client Portal toggle.

Remove an individual page or an entire knowledge base.

1. Open Knowledge Base and select the knowledge base.
2. To remove a single page, open it and choose Options > Delete Page — or click the trash icon next to the page in the list.
3. To remove the whole knowledge base, click Delete entire kb in the right sidebar.

Deletion is permanent, so export a JSON backup first if you may need the content later.

1. Expand Knowledge Base in the left nav and click New Knowledge Base (or click the + in the top nav and select Knowledge Base).
2. Enter a Knowledge Base Title, for example "How to reset passwords".
3. Click Create Knowledge Base.

You can also Import a Knowledge Base w/ JSON from the same screen.

Next, add pages with + New Page. Pages keep a knowledge base organized, for example one page for email passwords, one for network passwords, and one for your ERP system.

The right sidebar of a knowledge base has:

• Client Portal toggle, to show it in the client self-service portal
• Permissions > Manage, to choose which agents can view and edit it
• Copy Link, Merge kb with.., Export kb (PDF / JSON), and Import a page (JSON) into this kb
• Delete entire kb

Combine knowledge bases or move content in and out of Vertask.

1. Open Knowledge Base and select a knowledge base.
2. To combine it with another, click Merge kb with.. in the right sidebar and choose the target knowledge base.
3. To export, click Export kb (PDF) or Export kb (JSON) — or use a page's Options menu for Export Page (PDF) or Export Page (JSON).
4. To bring content in, click Import a page (JSON) into this kb and choose the file.

JSON is the format you re-import; PDF is best for sharing or printing.

Make a knowledge base visible to clients in the self-service portal.

1. Open Knowledge Base and select the knowledge base.
2. In the right sidebar, turn on the Client Self-Service Portal toggle.
3. Use the preview (eye) icon next to the toggle to see how clients will view it.

To control which agents or clients can access the knowledge base, use Permissions > Manage (see Configure KB Permissions).