HelpSpot Tour: Knowledge Books

HelpSpot organizes the knowledge base system into a simple book format with a traditional table of contents.

Traditional knowledge base systems don't work because your customers can't find the information they need amongst the deeply nested folder structure. With HelpSpot's familiar book-like format, customers can easily scan and locate information.

Public Knowledge Books

Public books are available in both the HelpSpot administrative interface and on the self-service portal. Public books are most commonly used to hold traditional knowledge base articles, public manuals or documentation.

Private Knowledge Books

Private books are available only to HelpSpot support staff. Common uses include staff manuals, customer service best practices, and procedural documentation.

The Difference: the Table of Contents

Chapters and pages are displayed in a familiar and easy to follow table of contents layout. Pages can be highlighted to draw the readers attention to the most important content.

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Creating Knowledge Book Pages

Visually Editing

Edit knowledge book pages with headers, colors, and images without HTML by using the integrated editor available on Windows (Internet Explorer, Firefox) and Macintosh (Firefox).

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Downloads

Add downloadable documents, such as PDF, Excel or PowerPoint, to the pages when supplemental information, reference documents, or forms need to be referenced.

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To bridge concepts, you can mark other pages as related. Within the portal, HelpSpot will link to the related pages providing visitors more information on similar topics.