FAQs are now Knowledge Bases

We've been hard at work on the FAQ module! There’s an updated management interface within the admin dashboard, new features, and a name change to walk you through.

You’ll also find more things you can do yourself that used to mean sending us a support request. We’re still happy to help, of course, but you shouldn’t have to wait for us to import your articles or get a usage report.

First, a little terminology

FAQs are now knowledge bases, and questions are now articles.

FAQs are still very much at home here. But many of you use this part of LibraryH3lp for more than frequently asked questions—things like how-to guides, policies, service information, and troubleshooting tips. “Knowledge base” gives all of that a more fitting name. And “article” makes a little more sense when the information you’re sharing doesn’t start with a question.

You’ll see those new names throughout the updated management interface (US, CA, EU, SG).

Publish when you’re ready

A couple of additions here came directly from customer requests.

You can now toggle publishing on or off for an article. Keep something unpublished while you’re working on it, or unpublish an existing article when it needs some attention.

You can also give an article an expiration date. This is handy for information about a temporary service, an event, or anything else with a shelf life. Set the expiration, and you won’t have to remember to take the article out of public view later.

Bring articles in—and take them with you

Previously, imports were only available through the API, so most customers asked us to handle them. Now there’s a CSV import in the management interface. You can upload article titles and content, along with optional topics to organize them.

Partial exports were already available in the interface, but getting a full export meant contacting support. Exports now include all of the content, so you can download your complete articles yourself.

Check your usage without asking us

We’ve also brought more analytics into the interface. You can look at article views, activity on your knowledge base’s home, topic, and search pages, and search history to see what people have been looking for.

You can download reports, too, whether you’re putting together statistics for a meeting or just taking a closer look at how things are being used.

Behind the scenes, we’ve also added filtering for known bots to help reduce automated traffic in view counts moving forward.

A few other things you’ll notice

The updated article workspace brings editing and previews together, with access to revisions, topics, and publishing settings. Administrators can also manage staff groups’ access to individual knowledge bases.

Take a look around when you have a chance. Unlimited use of the Knowledge Base module is included with all Core subscriptions. And if you have questions, can’t find something, or want a hand with an import, get in touch. We’re happy to help.