Configuring Knowledgebase Folders in Parature

Manjula Chetty, 28 January 2015

The Knowledgebase module in Parature provides a way for customer’s to view the information about the problems they might have encountered or when they want to know about products or features. It also provides a way to attach files and videos to the knowledgebase articles so that step by step procedure to solution can also be found in one place. In this post, we will take a look at using Knowledgebase Folders to organise our articles.

Knowledgebase folders allow customer service representatives to categorise articles into meaningful collections. These folders also make it easier for customers to navigate through articles when viewing them from our company website.

Suppose I work for a furniture store and I need to organise the knowledgebase articles inside Parature into meaningful categories (Tables and Sofas). To do this, we can perform the following steps in Parature:

1.  Go to Knowledgebase and select the root folder
2.  Click on New under the folder section to create a new subfolder.

For this example we will create folders to hold knowledgebase articles about two types of furniture – tables and sofas.

Enter all the details and click on save.

3.  The newly created folder should appear under Knowledgebase Articles
4.  We can further categorise Knowledgebase Articles for Tables by creating multiple subfolders, for example for Outdoor and Indoor tables

As you can see, categorising our Knowledgebase articles into folders allows us to manage the knowledgebase a lot easier. The number next to each folder name indicates the number of articles within the folder. You can change the folder structure at any time by creating and moving folders around and can also move knowledgebase articles into other folders.

In my next post, we’ll see how we can start adding articles to these Knowledgebase Folders.