Knowledge Base
Creating Articles
Write and publish knowledge base articles
Create help articles that customers can browse and that power Keva's AI responses. Well-written articles reduce ticket volume and improve response accuracy.
Creating a New Article
- Navigate to Knowledge Base in the sidebar
- Click New Article
- Select a category (or create one)
- Enter your title and content
- Click Publish or Save Draft
Article Editor
The editor supports rich formatting:
Text Formatting
- Bold and italic text
- Headings (H1, H2, H3)
- Bulleted and numbered lists
- Block quotes
- Code blocks with syntax highlighting
Media
- Images (drag and drop or upload)
- Videos (embed from YouTube, Vimeo)
- GIFs for animated tutorials
Interactive Elements
- Collapsible sections
- Callout boxes (info, warning, tip)
- Tables
- Links to other articles
Writing Effective Titles
Titles are critical for search. Use keywords customers actually type:
| Poor Title | Better Title |
|---|---|
| Returns | How to Return a Product |
| Passwords | Reset Your Password |
| API | Getting Started with the API |
Structuring Content
Follow this template for consistency:
## Overview
Brief description of what this article covers.
## Prerequisites
What users need before starting.
## Steps
1. First step with details
2. Second step with details
3. Third step with details
## Common Issues
Troubleshooting for this topic.
## Related Articles
Links to related content.Using Keywords
Add keywords to improve searchability:
- Click Settings in the article editor
- Add relevant keywords (synonyms, common misspellings)
- Keywords are invisible to readers but help search
Article Status
| Status | Visibility |
|---|---|
| Draft | Only visible to team |
| Published | Visible to all customers |
| Archived | Hidden but preserved |
AI Optimization
Help Keva's AI find and use your articles:
- Be specific - Include exact error messages
- Use customer language - Match how they describe problems
- Cover variations - Different ways to ask the same question
- Include context - When does this apply?
Version History
Every article tracks changes:
- Click History in the editor
- View all previous versions
- Compare changes between versions
- Restore any previous version
Collaboration
Multiple team members can contribute:
- Leave comments on draft articles
- Assign articles for review
- Track who last edited
- Require approval before publishing
Preview Mode
Before publishing:
- Click Preview to see customer view
- Test all links and media
- Check mobile formatting
- Verify search keywords work
Quick Tips
- Start with your top 10 most common questions
- One article per topic (split long articles)
- Use screenshots for UI instructions
- Update articles when product changes
- Review AI citations to identify improvements