Vanilla Knowledge User Guide - Vanilla Success
<main> <article class="userContent"> <p><strong>Vanilla Knowledge</strong> is a feature that you can use to create custom knowledge bases in and for your <strong>Higher Logic Vanilla</strong> (<strong>Vanilla</strong>) community.</p><h3 data-id="highlights">Highlights</h3><p>Vanilla gives you the ability to:</p><ul><li>create <strong>either of two types</strong> of knowledge base (<strong>KB</strong>) to ensure you can offer whichever better suits the needs of your community. Refer to <em>Knowledge Base types</em>, below.</li><li>create <strong>multiple knowledge bases</strong> so that you can offer content that individually supports one of several products or provides content in different languages.</li></ul><p>📝 <strong>NOTE</strong>: Multiple knowledge bases must be of the same type.</p><p>🛑 <strong>IMPORTANT</strong>: Vanilla supports localization (adapting content to a local language or culture) of the user interface, but article content cannot be automatically translated.</p><h2 data-id="knowledge-base-types">Knowledge Base types</h2><p>When creating a KB, you'll have to choose <strong>what type of knowledge base</strong> you want. It's important that you <em>know the difference</em> and <em>choose the type you want</em>. There are two types:</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/4NGQZCVC59BD/kb-type-selector.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/4NGQZCVC59BD/kb-type-selector.png" alt="KB type selector.png" height="194" width="981" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <ul><li><strong>Guide</strong> - This type is intended for a <strong>series of articles</strong> that should be read in sequential order, such as a product user guide.</li><li><strong>Help Center</strong> - This type is intended for a collection of "stand-alone" articles that tend to be self-contained, are consulted individually for a specific topic and/or process, and are usually found via search.</li></ul><p>✔️ <strong>TIP</strong>: You can create Categories with both types of KB in order to organize your content.</p><h3 data-id="examples">Examples</h3><p>Below are examples of the <strong>two knowledge base types</strong> to better show the distinctions and how each might display. There's also a multiple knowledge base example.</p><h4 data-id="guide-type-example">Guide type example</h4><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/XXDM5QR3GB9G/kb-type-example-guide.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/XXDM5QR3GB9G/kb-type-example-guide.png" alt="KB type example-guide.png" height="768" width="1112" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <h4 data-id="help-center-type-example">Help Center type example</h4><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/5IUTT3XJKGPH/kb-type-example-help-center.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/5IUTT3XJKGPH/kb-type-example-help-center.png" alt="KB type example-help center.png" height="734" width="956" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <h4 data-id="multiple-knowledge-base-example">Multiple knowledge base example</h4><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/A01TQTCDKQIP/kb-multi-kb-example.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/A01TQTCDKQIP/kb-multi-kb-example.png" alt="KB multi-KB example.png" height="551" width="855" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <h2 data-id="permissions">Permissions</h2><p>When creating a knowledge base, you also have to set permissions for users based on Role.</p><p>Before setting the permissions, consider:</p><ul><li>Are you going to have multiple KBs?</li><li>Who is the target audience for the KB?</li><li>Do the current Roles suit my needs? or...</li><li>Should I create Roles to more easily isolate my target audiences?</li></ul><p>Answering these questions should provide some guidance as you decide who needs which permissions, which you can then set as described below.</p><ol><li>Access the Dashboard.</li><li>Navigate to <strong>Membership > Roles & Permissions</strong>.</li><li>Click a <strong>pencil</strong> icon to edit that Role (or click <strong>Add Role</strong> to create a Role).</li><li>On the Edit Role page, scroll down to the <strong>Knowledge</strong> section and set the permissions as described below.</li></ol><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/SOKX0QS34CDJ/kb-permissions.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/SOKX0QS34CDJ/kb-permissions.png" alt="KB Permissions.png" height="324" width="968" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <ul><li><strong><code class="code codeInline" spellcheck="false" tabindex="0">Articles > Add</code></strong> - gives the Role the ability to add content to the KB.</li><li><strong><code class="code codeInline" spellcheck="false" tabindex="0">Articles > Manage</code></strong> - gives the Role the ability to manage (edit, delete, etc.) KB content and Categories.</li><li><strong><code class="code codeInline" spellcheck="false" tabindex="0">Kb > View</code></strong> - gives the Role the ability to view your KBs, read your articles, and search your content.</li></ul><p>Be sure to scroll down and click <strong>Save</strong>.</p><ul><li>To learn how to <em>further manage these settings</em>, see:</li></ul><div class="js-embed embedResponsive" data-embedjson="{"body":"This feature was first made in available in the 2020.005 release. Overview Knowledge permissions are used to control which user roles are able to view and\/or add content to your Knowledge Base. Per-Knowledge Base Permissions can also be enabled to give you and your team more granular control over who can view and\/or create…","photoUrl":"https:\/\/us.v-cdn.net\/6030677\/uploads\/VWGAXAF5OFCO\/microsoftteams-image.png","url":"https:\/\/success.vanillaforums.com\/kb\/articles\/185","embedType":"link","name":"Knowledge Base Permissions - Vanilla Success"}"> <a href="https://success.vanillaforums.com/kb/articles/185" rel="nofollow noreferrer ugc"> https://success.vanillaforums.com/kb/articles/185 </a> </div><h2 data-id="create-a-knowledge-base">Create a Knowledge Base</h2><p>It's fairly easy to create a KB. This section steps through the process.</p><ol><li>Access the Dashboard.</li><li>Navigate to <strong>Settings > Knowledge > Knowledge Bases</strong> to access the Knowledge Bases page.</li><li>Click <strong>Add Knowledge Base</strong> in the upper right.</li></ol><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/POW136PWLJQ9/kbs-list-page.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/POW136PWLJQ9/kbs-list-page.png" alt="KBs list page.png" height="433" width="1062" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>📝 <strong>NOTE</strong>: If your community has existing KBs (as shown above), you can:</p><ul><li>click a <strong>pencil</strong> icon to edit the KB.</li><li>click a <strong>trash can</strong> icon to delete the KB.</li></ul><p>The <strong>Add Knowledge Base</strong> modal has three tabs: <strong>General</strong>, <strong>Permissions</strong>, and <strong>Universal Content</strong>. We'll start with the <strong>General</strong> tab.</p><h4 data-id="general-settings">General settings</h4><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/OK8QBMLCPXNY/create-general-settings.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/OK8QBMLCPXNY/create-general-settings.png" alt="create-general settings.png" height="446" width="996" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>In this section:</p><ul><li>specify a title for the KB;</li><li>provide a description of the KB (this displays under the title if there a multiple KBs);</li><li>specify the URL code (the URL slug);</li><li>select a product; and</li><li>select a language-based locale.</li></ul><p>Scroll down to...</p><h4 data-id="image-settings">Image settings</h4><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/BKATB8R6F4HD/create-images-settings.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/BKATB8R6F4HD/create-images-settings.png" alt="create-Images settings.png" height="287" width="993" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>In this section:</p><ul><li>choose an image to be the graphic representation of this KB (<em>optional</em>);</li><li>choose an image as the banner that displays at the page top of this KB (<em>optional</em>); and</li><li>choose an image to display alongside the title and search bar of this KB (<em>optional</em>).</li></ul><p>Scroll down to...</p><h4 data-id="layout-options-settings">Layout Options settings</h4><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/8NAAW55GD48X/create-layout-options-settings.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/8NAAW55GD48X/create-layout-options-settings.png" alt="create-Layout Options settings.png" height="328" width="996" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>In this section:</p><ul><li>select a KB type (if Help Center, set the article sort order); and</li><li>set whether to include (or not) links to untranslated articles in the sitemap.</li></ul><h3 data-id="permissions-tab">Permissions tab</h3><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/ZL9RT8SP5ZMT/create-permissions-tab.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/ZL9RT8SP5ZMT/create-permissions-tab.png" alt="create-Permissions tab.png" height="428" width="1013" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>On this tab:</p><ul><li>slide the toggle to the right (ON) to enable custom permissions;</li><li>select which groups of users can search for and view content in this KB; and</li><li>select which groups of users can manage content in this KB.</li></ul><h3 data-id="universal-content-tab">Universal Content tab</h3><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/GI8VFY5BZNGF/create-unvrsl-content-tab.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/GI8VFY5BZNGF/create-unvrsl-content-tab.png" alt="create-Unvrsl Content tab.png" height="396" width="1014" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>On this tab:</p><ul><li>slide the toggle to the right (ON) to make the content in this KB universal (i.e., available and searchable in other KBs); and</li><li>check a box to exclude this KB's content from being available and searchable in that KB.</li></ul><h2 data-id="adding-knowledge-base-articles">Adding Knowledge Base Articles </h2><p>Go to the Knowledge Base home page, select a category in an existing KB where you would like to add an article. Open any article, and select New Article from the ellipsis ( .. ) menu. </p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/XOGVKZR67ZBV/screen-shot-2021-10-29-at-3-05-45-pm.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/XOGVKZR67ZBV/screen-shot-2021-10-29-at-3-05-45-pm.png" alt="screen-shot-2021-10-29-at-3-05-45-pm.png" height="1006" width="1976" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p>If this is your first article just click on ‘Add Article’ on the main KB page. This will bring up the editor, and let you compose a new article. You can specify in which category the article will be published by clicking the category folder that appears above the article title. </p><p><code class="code codeInline" spellcheck="false" tabindex="0">new article:</code></p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/6IM0O0L8R0YM/pasted-image-0-283-29.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/6IM0O0L8R0YM/pasted-image-0-283-29.png" alt="pasted image 0 (3).png" height="328" width="650" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <h2></h2><h2 data-id="creating-categories">Creating Categories </h2><p>You can create a category by going to the Organize Category page and clicking on ‘New Category’. </p><p><code class="code codeInline" spellcheck="false" tabindex="0">organising categories:</code></p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/H1YF1755318D/pasted-image-0-284-29.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/H1YF1755318D/pasted-image-0-284-29.png" alt="pasted image 0 (4).png" height="431" width="412" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p>You can also create a category while adding or editing an article. While editing an article, click on the category name above the article title. </p><p><code class="code codeInline" spellcheck="false" tabindex="0">category selector:</code></p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/CQEV0UWJAWVL/pasted-image-0-285-29.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/CQEV0UWJAWVL/pasted-image-0-285-29.png" alt="pasted image 0 (5).png" height="378" width="549" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p>Click on the chevron " > ", to go to the category list for the selected KB. From here you can create a new category. </p><p><code class="code codeInline" spellcheck="false" tabindex="0">category selector (level two):</code></p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/65JWUUQQE4F9/pasted-image-0-286-29.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/65JWUUQQE4F9/pasted-image-0-286-29.png" alt="pasted image 0 (6).png" height="501" width="433" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <h2 data-id="-1"></h2><h2 data-id="organizing-categories">Organizing Categories</h2><p><strong>Guides</strong> are essentially a KB with articles organized in a specific order and is ideally suited for things like Installation or Onboarding guides.</p><p>When you organize a Guide's categories you can manually sort articles and move them around.</p><p>Clicking on ‘Organize Categories’ in the left margin of any article in that KB brings you to the Navigation Manager where you can create categories, order categories, nest categories and move articles by dragging and dropping them. </p><p>Note: This only works with the Guide Type KB and not the Help Center Type.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/6OQZ2FESNDZ3/screen-shot-2021-10-18-at-9-48-12-am.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/6OQZ2FESNDZ3/screen-shot-2021-10-18-at-9-48-12-am.png" alt="screen-shot-2021-10-18-at-9-48-12-am.png" height="762" width="1938" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p><code class="code codeInline" spellcheck="false" tabindex="0">navigation manager:</code></p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/28BEKH2KWNQL/navigation-manager.gif" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/28BEKH2KWNQL/navigation-manager.gif" alt="navigation_manager.gif" height="403" width="879" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p><strong>Help Centers</strong> are a bucket of articles organized by categories.</p><p>When you organize a Help Centers categories, you do not have the option to organize its articles manually because HC articles are automatically sorted either:</p><ul><li>By Oldest</li><li>By Newest</li><li>Alphabetically</li></ul><p>You can set which organization structure you would like to use in the KB settings from your dashboard:</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/NDLTKCQ9UFFF/screen-shot-2021-10-18-at-9-46-11-am.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/NDLTKCQ9UFFF/screen-shot-2021-10-18-at-9-46-11-am.png" alt="screen-shot-2021-10-18-at-9-46-11-am.png" height="664" width="2008" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><h2 data-id="importing-content">Importing Content </h2><p>If you already have content and would like to import it into Vanilla, please contact your CSM to see if this can be performed by our professional services team. Self-serve imports or referencing content on a source code control platform such GitHub is not available at this time. </p><h2 data-id="creating-a-kb-article-from-a-community-post">Creating a KB Article from a Community Post </h2><p>Navigate to the discussion that you would like to convert to a KB article. Clic,k the gear icon, and choose "Convert to Article". Click "Create Article" on the confirmation dialogue box. Select a Category (see above) and click Publish. </p><h2 data-id="using-the-editor">Using the Editor </h2><p>The Editor makes content creation easy and intuitive. The content created will display consistently on any device and adheres to the WCAC AA 2 standard. </p><p>The simplified button bar lets you add an emoji, insert an image, attach a file or embed media such as a YouTube video. The editor supports file and image drag and drop and will auto-generate a preview of embedded URLs.</p><p>To format text, select the text to be formatted. </p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/5QFGF0LIHWDP/pasted-image-0-287-29.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/5QFGF0LIHWDP/pasted-image-0-287-29.png" alt="pasted image 0 (7).png" height="283" width="507" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p>To edit a paragraph (set heading level, create bullets, format code, etc.) click on the pilcrow (¶) . </p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/U21QR4S1Q8UZ/pasted-image-0-288-29.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/U21QR4S1Q8UZ/pasted-image-0-288-29.png" alt="pasted image 0 (8).png" height="282" width="583" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p>To add an anchor on the side panel for easier navigation, simply use the H2 Heading for your subtitle.</p><p>The editor is a true WYSIWYG editor and does not support nor require markdown or HTML tasks. </p><h2 data-id="editing-articles">Editing Articles </h2><p>To edit an article, navigate to the article and click on the ellipsis to bring up the article options. </p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/1QSHHJ7WK4SF/pasted-image-0-289-29.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/1QSHHJ7WK4SF/pasted-image-0-289-29.png" alt="pasted image 0 (9).png" height="357" width="715" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <h2 data-id="-2"></h2><h2 data-id="drafts-and-revisions">Drafts and Revisions </h2><p>When composing an article, Vanilla automatically saves drafts. An article will remain in draft mode until it is published. Article revisions are saved each time an edit is published. You can revert to a previous revision by selecting the desired version under Revision History in the article options. </p><p><code class="code codeInline" spellcheck="false" tabindex="0">drafts & revisions:</code></p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/AMJYFLQTGQ2L/0otxithyde6y.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/AMJYFLQTGQ2L/0otxithyde6y.png" alt="0OTXITHYDE6Y.png" height="780" width="862" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><h2 data-id="translating-kb-articles">Translating KB Articles</h2><p>If you're using subcommunities on your community to offer your content in different languages, you can easily add translated version of all of your KB articles. Learn how in our Translating KB doc:</p><div class="js-embed embedResponsive" data-embedjson="{"body":"Subcommunities & Knowledge Base This feature requires the Product Integration to be enabled. Knowledge bases can now be assigned to subcommunities through a shared product. After enabling products and linking subcommunities to them you will find a \"Product\" dropdown menu in the knowledge base add\/edit form. This can be…","photoUrl":"https:\/\/us.v-cdn.net\/6030677\/uploads\/VWGAXAF5OFCO\/microsoftteams-image.png","url":"https:\/\/success.vanillaforums.com\/kb\/articles\/431-translating-kb-articles","embedType":"link","name":"Translating KB Articles - Vanilla Success"}"> <a href="https://success.vanillaforums.com/kb/articles/431-translating-kb-articles" rel="nofollow noreferrer ugc"> https://success.vanillaforums.com/kb/articles/431-translating-kb-articles </a> </div><p><br></p><h2 data-id="-3"></h2><p><br></p> </article> </main>