How to Setup the Knowledgebase in Parature

This page is for reference to help set-up the folder structure for the Knowledge Base (KB) in Parature.

The current structure of the KB for the IS SaaS products is as follows:

What I did for DemandTec was to set the folder structure to follow the product names.? I also created some other folders such as:

Archive and General - a place to put out-of-date articles and a place for articles that weren't product specific or related to the entire offering.

Once you create a new folder you can have it be public or private.? While working on content the recommendation is to make the folder private.? When you are ready to have it be public you can unset the private flag.

The private folders can be identified by the symbol on the front of the folder.

Creating and managing publishing of articles

Click "New Reference" to start a new article.? At this time the only type of article available is an FAQ:

The question field becomes the title that is displayed on the portal.? The answer is a full rich text area that can include bulleted lists images URLs etc.

After you have the question and answer you need to set the Properties and Advanced Options.

The article needs to have a folder chosen needs to have the 'published' radio button selected if you want it visible on the portal and needs to have the Permissions set.? At this time I am setting the permissions to both With Chat and Without Chat.