Heroic Knowledge Base Plugin Documentation

This guide walks you through how to set up and configure the Knowledge Base plugin.

Installation

To install Heroic Knowledge Base you will require a self-hosted WordPress version 4.4 or higher installation. You can install the plugin in a number of ways:

  • From Zip File: In the WordPress admin panel navigate to Plugins > Add New, select the ‘Upload’ and browse to the zipped plugin file, and hit install now.
  • FTP Upload: Using your FTP program upload the un-zipped plugin folder into the /wp-content/plugins/ folder of your WordPress installation.

Once the plugin has been installed, you need to activate it. Go to Plugins > Installed Plugins and activate the Heroic Knowledge Base.

Welcome Screen

Upon plugin activation, you will automatically be sent to the Heroic Knowledge Base welcome page.

Knowledge Base Basics

The top left panel outlines the basic areas of the knowledge base. The knowledge base archive is made up of a number of articles which can be categorized and tagged like other WordPress posts.  To make the most of the knowledge base it may be important to consider the structure of the articles ahead of time, to ensure coherence and discoverability of content.

Installing Demo Content

The sample content section allows you to install demo content, including a numbers of articles, categories and tags, which can be used to test the knowledge base layout and gives a great example of how the knowledge base can be structured and tagged. Note there is no demo uninstall button, but you can delete and edit all the articles, categories and tags after the sample has been installed. To install the sample content, simply click Set Up Sample Knowlege Base, it only takes a few moments and creates and configures a sample knowledge base automatically.

Staying Informed

To get the most of of your knowledge base, be sure to sign up to get access to exclusive content and update news. Simply enter your email address (which may be pre-populated) click the subscribe  button. We never share your personal details without your permission and you can unsubscribe at any time.

Activating Automated Updates and Support

In order to receive automatic updates and premium support, be sure to enter you product license key (found in your purchase email) on the License and Updates tab from the setting page. This will help keep your Knowledge  Base running smoothly and access support quickly should it be needed. The support section also has a quick link to this documentation.

This is not required if the knowledge base is packaged with your theme.

Heroic Knowledge Base welcome screen

This page can be visited again at any time from the plugins page and selecting Getting Started

Creating and Using Knowledge Base Articles

There will now be a new Knowledge Base menu in the WordPress admin panel.

From here you can manage existing articles, create new articles and control the Knowledge Base categories and tags. Articles are the components of your knowledge base. These work a lot like any other posts, but have there own archive, categories and tags.

Select Add New Article to create a new Heroic Knowledge Base Article

From this page, you can control everything about your article:

  • Title – The title of the article
  • Content – The body content of the article
  • Options – Add attachments and allow voting (if voting plugin also activated)
  • Format – The format of article (may be used by theme)
  • Categories – Custom knowledge base categories the article will be classified under.
  • Tags – Custom knowledge base tags to associate with the article.

The Knowledge Base adds several more metaboxes, to add features to your articles.

Article Options

Attachments can be added to an article here. Select Add or Upload File to select attachments to add to the article.

Note: The article View Count is calculated from page visits and can only be altered in the database.

kb-article-options

Voting Options

Disable voting on the individual article.

Usefulness is determined by the votes, manually setting the usefulness in this box can cause inconsistencies to develop in the usefulness calculation.

kb-article-voting-options

Votes and Feedback

This section displays the votes and feedback for this article. You can search through comments a sort by ratings, users etc.

Delete individual votes by selecting the relevant option next to the vote

Delete all votes by selecting the button at the bottom of the section.

The usefulness for the article can be recalculated from the votes using the Recalculate Usefulness (rating) button at the bottom of the section. This is handy when the usefulness rating falls out of sync with the votes.

kb-article-voting-and-feedback

Live Search Articles

The knowledge base features live search functionality, users can search the knowledge base articles. The options for the live search can be controlled from Knowledge Base > Settings > Search Options.

knowledge base search

Settings

The settings menu from Knowledge Base > Settings allows you to control various options for the whole Knowledge Base.  These are divided into various sections – including General Settings, Archive Options, Article Options, Search Options, which can be seen on the left of the settings panel.

These settings may not visible or configurable, depending on the features your active theme supports.

Alternatively, they may be set as theme options or overridden by the theme.

If a setting does not appear, it means the current theme does not support any user configurable settings for this item.

General Settings

The general settings control a numbers of options related to how the Knowledge Base is displayed, search as sort order and the number of articles to display in categories and tags.

Archive Options

The archive options page controls the settings for the archive view of the knowledge base archive, such as what detail to show for categories and articles

Article Options

The article options page controls the settings for the individual knowledge base articles, such as meta and comments options.  Note comment options can also be controlled on an individual basis from the edit article screen and on a site basis from WordPress’s discussion options.

Search Options

The search options page controls settings for options related to the Knowledge Base search functionality. From v2.7.0 search post types can be configured with a new filter.

hkb-search-settings

Article Feedback

This section allows you to control feedback, which you can use to gain insight from readers to make adjustments and improve articles. All the feedback for an article can be seen on the Edit Article screen.

Slugs Settings

From this screen you can set the slugs for the Knowledge Base

The knowledge base allows you to define custom slugs for Heroic Knowledge Base articles, categories and tags. These can be controlled from Knowledge Base > Settings > Slugs. On updating the slugs, you may need to ‘flush’ your permalinks by visiting Settings > Permalinks, this forces WordPress to update the relevant slugs.

Custom Styles

Custom CSS snippets can be added to the knowledge base from this screen. Providing an easy way to tweak styles. Toggling the site wide custom styles option will mean the styles are used site wide (not only the knowledge base).

Transfers

Provide a way for customers to quickly access your support system with the transfers functionality. More details below.

hkb-exits-settings

License and Updates

To enable automatic updates and access premium support, enter you license key on this page.

Note that certain themes manage the licensing and updates of the Knowledge Base plugin and will not require entry on this page.

Knowledge Base Widgets

Heroic Knowledge Base comes with three widgets for displaying information from the Knowledge Base:

  • Articles – Knowledge Base Articles
  • Authors – Knowledge Base Authors
  • Categories – Knowledge Base Categories
  • Search – Search the Knowledge Base from any page

Widgets can be activated from Appearance > Widgets and dragging to an active widget area, this allows you to display key information from the Knowledge Base across your site.

Knowledge Base widgets

Transfers

The transfers module is available only in Heroic Knowledge Base (standalone), KnowAll and HelpGuru (v1.6+).

The most common use case for the knowledge base is a portal to deflect or assist support tickets or sales queries. When a visitor accesses the knowledge base but then goes on to raise a support ticket or complete a contact form (or access any other dedicated page) this can be tracked as a transfer. It works for both internal and external links. You just have to ensure the transfer widget is enabled.

Add transfer widget

From Appearance > Widgets, select the Knowledge Base Exit Point widget and drag it to an appropriate widget area.

You can set other options such as the title, text and button text.

Transfer Widget Settings
Transfer Widget Settings

Set the transfer page url

The transfer page can be set from the widget’s link URL or from Settings>Transfer Options > Default Transfer URL. This should be the page you want to direct visitors to if they are unable to find an answer to their query in the knowledge base.

When a user clicks on the link in this widget, the source knowledge base location is recorded and can be analysed with the analytics module (see below).

Analytics

The analytics module
The analytics module
The analytics module is available only in Heroic Knowledge Base (standalone) and KnowAll packaged theme. It is not supported in the HelpGuru theme

The module provides a way of analysing your knowledge base, helping you write better articles and fix issues where visitors are unable to get answers to their support queries.

The analytics data is populated by usage, so over time you can assess views, feedback and search behaviour.

Dashboard

Analytics dashboard
Analytics dashboard tab

The first tab is the dashboard, from where you can set the date range in the top right corner. This sets the period for analysis and will automatically be set to a month on login or after inactivity on the analytics pages.

From the dashboard you get certain key metrics for your knowledge base – views, key statistics (total articles, articles published and total views), article feedback and search effectiveness.

The knowledge base views is displayed as a graph, showing the total views on the knowledge base per month. This is drawn from visits on articles, categories and the knowledge base archive.

Next, the Knowledge Base statistics give an insight into the size and popularity of your knowledge base in the date range, displaying the overall total articles at the end of the period, the articles published in the period and the total article views in the period.

The article feedback shows the total helpful and unhelpful votes, giving an overall success metric for your articles.

The search effectiveness displays the total searches of the knowledge base in the period, and the number of those that failed- resulted in no results. This allows you to assess how well visitors are finding answers to their queries.

Feedback

Analytics feedback tab
Analytics feedback tab

The feedback tab provides further insight into the visitor feedback on the knowledge base articles. Upvotes and downvotes (helpful/unhelpful) cast during the period are displayed on a bar chart.

Where visitors have then left feedback, the last 30 responses in the period are displayed below as cards. You can filter the cards by helpful or unhelpful votes and further interrogate the comments. Where comments are larger than the card, hovering over the comment will reveal the full text.

Analytics search
Analytics search tab

The search tab displays key knowledge base search information.

The search overview displays on a pie chart the split between searches that resulted in knowledge base articles being returned and searches where there were no results.

Searches by month in the period are displayed in a graph, allowing you to assess search volume trends over time.

Searches that results in no results are displayed in the null searches, sorted by the times no results are returned. If there are numerous null searches with the same words, it suggests visitors are unable to find the articles they are looking for.

The popular searches panel shows the most popular search topics visitors are looking for in your knowledge base. This information could be used to identify articles the should be improved or expanded to ensure they are catering for your audience.

Transfers

Analytics Transfer Tab
Analytics transfer tab

Where you link to another resource (such as ticketing system, sales page or contact form) from your Knowledge Base, using the transfers functionality, a record is made of where this occurs to help you further identify articles or sections that need improvement.

By analysing where your visitors are leaving to raise a ticket, you get a metric of the transfer percentage and another indicator, in addition to visitor feedback.

Transfers can be added to three knowledge base objects – the archive, categories and articles. The transfer split pie chart gives the overall split of where transfers are occurring.

Category Transfers shows transfers made from categories, this could be when a visitor has navigated to a category but is unable to find an article that matches what they are looking for.

Article Transfers displays visitors exiting from an article, to help identify indivdual articles that need improvement.

Additional Tips

Linking to the Knowledge Base

You can link to any of the knowledge base articles as with any other post. To add the knowledge base to a menu, go to Appearance > Menus and add the ‘Heroic Knowledge Base Archive’ to any of the menus.

Using the Knowledge Base as the homepage

To use the Knowledge Base as the homepage, set Front page to Knowledge Base Archive (a dummy page created by the Knowledge Base plugin) in Settings > Reading.

Voting and Feedback

Visitors to the knowledge base can vote on articles. When a user votes up or down, they can add feedback to an article, which can be viewed from the ‘edit article’ screen. Top articles and contributors are assigned badges, depending on theme support.

Using Articles in Posts or Pages

The knowledge base articles, categories and tags are self-contained, and you can link them from any other page or post. The articles archive page links to all the other articles and categories  eg www.example.com/articles.

Styling the Knowledge Base

You can use your theme’s style.css (or preferable child theme) to control most aspects of the styling of the Knowledge Base. You  can also add css snippets to the knowledge base with the Knowledge Base > Settings > Custom Styles section.

Heroic Knowledge Base Categories

With the Heroic Knowledge Base, you can create, edit and control custom categories for your knowledge base articles.

Knowledge base categories can be created in two ways:

1. From Knowledge Base > Article Categories.

2. From an article add/edit page, under the Knowledge Base Category

In supporting themes, category images and colours can be controlled from the Edit Knowledge Base Category page. These options will appear if available.

knowledge base article category

Controlling the Article Order

Article order can be manually set  when the Sort By in General Settings is set to Custom. The article order can then be set from the Knowledge Base > Article Ordering menu.

Simply select the category you want to re-order articles. You can then drag and drop the articles in that category to re-order. Click Save Order at the bottom of the page to save the article order.

article ordering

Controlling the Category Order

The knowledge base category order can be controlled from the Knowledge Base > Article Category Ordering page. Drag and drop categories to re-order and change the order they are displayed on your site. Click Save Order at the bottom of the page to save the category order.

The parent category and nesting options can be controlled from the Edit Category page in Knowledge Base > Article Categories.

knowledge-base-category-order

 

F.A.Q. and Support

For customers with a valid license, you can get premium support at http://herothemes.com/support/.

How do I reset article votes?

Votes for an individual article can be reset by editing an article, and checking the “Delete All Votes” box, found in the “Votes and Feedback” section. Then simply update the article and all votes will then be removed.

How do I password protect articles?

Individual articles can be password protected in the same way as other WordPress posts and pages. See Using Password Protection on the WordPress Codex for more details.

How do I integrate the knowledge base plugin with my theme?

Please see our separate Integrating Heroic Knowledge Base with your theme guide for detailed instructions on integrating the heroic knowledge base with themes (standalone Heroic Knowledge Base purchase only)

I get a 404 error when accessing Knowledge Base pages?

The most common cause of this is the permalinks have not been flushed. To force this, simply visit the Permalinks settings page from Settings > Permalinks and hit save in your WordPress dashboard and then try again. It is recommended for most themes, the Permalinks are not set to default. For more details see this article for guidance on using Pretty Permalinks.

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