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All-new Freshdesk Knowledge Base
“72% of customers prefer to resolve their issues on their own than reaching out for help.” - Forrester
Businesses have started looking at self-service as one of the most important requirements when it comes to customer service. Knowledge Base (KB) is an integral part of it and becomes a core component for self-service. For the same reason, we decided to completely overhaul and redesign the KB by focusing on two important personas (Content Managers and Content Writers), understanding their pain-points and came up with three goals.
Key Goals
Better manageability of content
More control & insights for managers
Better content creation experience
What's new?
Refreshing new UI
A complete redesign of the KB to make it intuitive, seamless and user-friendly.
Better manageability
Manage the entire KB right from changing the settings of categories/folders/articles or reordering them based on your needs - all from within a single page
[NEW] Quick views
With the extensive article list page, it's quick and easy to access all your articles or draft or published - all in one single page.
On top of it, you can customize the table and choose the required columns based on your needs.
[NEW] Focussed content workspace
Remove the clutter with content from different portals. The KB of each portal gets its own space and makes it pretty easy to manage them.
Improved article creation experience
A simple interface to create articles makes it a breeze for content writers and the additional information gets its own space on the right pane.
[NEW] Advanced filtering (Blossom'19 & above)
Identify the list of articles and narrow down by using extensive filters such as author, tags, created or modified date and more.
[NEW] Automatic article ordering (Blossom'19 & above)
No more manual drag and drop. Reorder articles automatically within a folder based on any of the following conditions:
Manually
Alphabetical (A-Z)
Creation (Latest to Oldest)
Creation (Oldest to Latest)
Modified (Latest to Oldest)
[NEW] Advanced Bulk actions (Garden'19 & above)
Choose the required list of filtered articles and perform bulk actions on them - such as adding tags or changing the ownership of articles in one go.
Comparison (Old vs. New)
You can see it yourself on how the screens have transformed:
Home Page
List Page
Article Page