Get a comprehensive understanding of Document360 acknowledged as a self-service Knowledge Base for Customer Support:
The software landscape has changed significantly over the past few years, giving rise to several dedicated knowledge base software solutions. Companies are looking for standalone knowledge base software to help them build documentation sites, without messing around with complicated, feature-heavy systems.
Document360 is robust knowledge base software suitable for creating both internal and external documentation. You can use Document360 to help your customers and employees with a powerful knowledge base perfectly suited to any use case.
What You Will Learn:
Here is the video tutorial:
Document360 is built to create a knowledge base platform engineered for growing companies. You can build a simple knowledge base site that is viewable on any device.
You can use Document360 for creating a number of different types of help documentation, including product help docs for your SaaS application, technical documentation, online user guides, FAQs, and Standard Operating Procedures.
This platform doesn’t require a degree in software engineering to get to grips with. You can be up and running straight away with its simple editor. It’s also easy to add team members to your project so you can create documentation collaboratively.
This software is useful if you don’t want a whole ticketing system alongside your knowledge base. At the same time, Document360 integrates with some of the most popular help desk solutions so you can optimize your workflows.
WYSIWYG And Markdown editor
One of the most standout features of Document360 is its built-in Markdown editor. You can author your documentation in Markdown and preview what the result will look like in the editor.
When using the Markdown editor, you can write manually using Markdown syntax or you can use the Markdown toolbar to format your text. If you need to quickly reference the syntax while writing documentation, you can view common Markdown commands right in the editor.
If you don’t fancy creating your articles in Markdown, you can switch to the WYSIWYG editor, which will be familiar to anyone who has used Microsoft Word. You can preview your content exactly as it will look in the final article.
You might likely have some documents stored in your word file. Now, Document360 allows you to copy and paste directly from word to Document360 editor, making your work easy.
You can easily add images, files, code blocks, and internal notes to your articles. Publishing your article is as simple as clicking publish in the editor. While editing an article, your article will be automatically locked to prevent anyone else from making changes that could cause version conflicts.
If you edit a live article, you can use a public status indicator to notify the end-user that a change has been made.
Document360 offers a lot of features for article administration. You can easily exclude an article from a search, for example, you can also change an article URL after it has been published, and also set up a redirect in case any other articles are pointing to the old URL.
You can enable public article comments using Disqus by setting up the Disqus integration. This is a useful way of gaining feedback on your knowledge base articles and finding out what your users are thinking.
Document360 automatically adds article contributors to your articles, so you can see who has changed your content. It tracks the project members who have created, forked, saved, written, or published an article and saves them in the contributor list. End-users can click on the contributor’s avatar to see what other articles they have contributed to. You can also manually add or delete article contributors to your list.
You can add article status indicators to your articles to alert the user to the status of your article. Your article can be new, published, needs review, or draft.
The Homepage Builder allows you to customize the design of your knowledge base homepage to suit your company. The Homepage Builder enables you to add links, change colors, include categories from your knowledge base, and much more.
You also have the option to disable your homepage in case you want your users to navigate straight to your documentation.
The homepage header is the only section of your knowledge base that can’t be removed or moved. It includes a title for your knowledge base, a tag line, customizable links, and a powerful search.
Document360’s search stands out for its ability to help users to find articles quickly and easily. It supports auto-suggestions when users are typing in their search queries, and records searches that don’t receive any results.
Knowledge Base Design
Beyond the Homepage Builder, Document360 allows you to customize the design of your knowledge base by changing the global settings. You can add a favicon, choose the layout, logo, colors, and font family settings.
Changing the favicon is as easy as uploading a new image to replace the default favicon. Your favicon must be 16×16 pixels and will appear in the browser tab for your website, as well as any bookmarked lists.
The layout of your knowledge base can be adjusted to be either center layout, which will center your content in the browser window, or fluid layout, which will extend your content to the edges of a browser window. It’s up to you to choose which layout suits your knowledge base best.
Knowledge Base Assistant
Document360 comes in-built with a knowledge base assistant which helps your users find answers to questions without ever leaving your site or application. From within the knowledge base assistant, users can search for and read articles from your knowledge base without having to switch contexts.
The assistant can recommend articles for users to read depending on the page they’re on. They can also contact support if necessary directly from the assistant.
Importing And Exporting
Sometimes, when you create a knowledge base, you might want to import content from a previous project. Document360 allows you to import content from another Document360 knowledge base, or knowledge base hosted by another piece of software.
When you import a Document360 project, previously exported Document360 .zip files can be imported into any project. It will import articles, homepage styles and configurations, all files hosted in the Drive, as well as any custom configurations in roles, permissions, notification channels, and any other settings.
Exporting any Document360 project is as simple as clicking a button. Exporting any Document360 project will create a .zip file containing all articles and configurations for that knowledge base.
If you want to migrate content from a different software platform, you need to enter the link for your knowledge base and one of the Document360 team will be in touch to help you.
Knowledge bases are a team effort, and it’s easy to add team members to your project.
Document360 offers advanced administration capabilities for managing teams for your knowledge base. You can have either team accounts or reader accounts, the latter being assigned when your knowledge base is set to private and giving them the ability to log in to your knowledge base.
Team accounts can be either Owner, Administrator, Editor, or Draft Writer. Owners and Administrators can add new team members to a project. It’s as easy as clicking “add new member”, entering the role you want them to have, and adding their email address.
Your customer support agents might be bombarded with an enormous volume of support tickets, but not all require one-to-one support. Some may be low-hanging tech problems that can be easily resolved with a self-serve knowledge base.
Document360’s Ticket deflector allows you to enable customers to help themselves, reduce customer support costs and provide a better experience for customers.
By enabling a ticket deflector in your knowledge base site with your customer support agent can concentrate on complex and sensitive issues. You can turn on/off the ticket deflector any time when it’s required.
Document360 allows you to translate your knowledge base into different languages to cater to global audiences for your documentation. Most knowledge base providers do not offer localization capabilities, so this feature really makes Document360 stand out from the crowd.
If you can deliver a knowledge base in a customer’s preferred language, this increases the chance that they will engage with your documentation and reduce the churn rate.
To translate your knowledge base into a different language, navigate to the settings and select Project Admin and then Localization & Versions. Select the edit icon and simply select your new language from the dropdown list that appears.
Document360 will translate your content into the desired language if you choose machine translation, which is an automated translation mechanism that translates your content from the default language into the selected destination language.
Private Knowledge Bases
Sometimes, companies prefer to have a private knowledge base that is viewable only with a login.
Document360 allows you to make your knowledge base private so it can be accessed only by users with reader accounts, which is useful if you want to publish internal company documentation. When a knowledge base is set to private, readers must be signed in to view articles.
Your login screen is customized based on your styles configured and set in site design.
Integrations And Extensions
Document360 offers powerful integrations and extensions with third-party apps that you can configure within your knowledge base.
- Sunshine Conversations
- Microsoft Teams
- Chrome Extension
With Document360’s integrations and extensions, you can vastly improve the efficiency of your workflows. They’re simple to set up and allow you to use all your favorite tools alongside Document360.
Document360 delivers extensive analytics for your knowledge base right out of the box. These allow you to understand end-user engagement with your knowledge base and find out whether your content is performing effectively.
These are the areas that Document360 analytics cover:
- Geography: It gives you the big picture view of customer engagement.
- Performance: This allows you to track author, article, and category performance.
- Search: It lets you view metrics on searches, users, and no-result searches.
- Team accounts: It enables you to view the type of account assigned to each user, articles that team members create or view, and when they last contributed or logged in.
- Feedback: It tracks likes and dislikes for each article, and any feedback left by users on the feedback form.
- Links status: A broken link checker helps validate and monitor internal and external links.
Suggested Reading =>>Popular Knowledge Management Systems
Document360 is a powerful knowledge base platform that enables you to quickly and easily create a user-friendly knowledge base for your target audience. What makes it really stand out is the Markdown editor for documentation, localization opportunities, and the extensive integrations offered with other third-party apps.
Document360 packs a lot of value into the monthly subscription, and you can benefit from their friendly and helpful support team if you run into trouble.
Learn more about Document360 and you can also get a free trial here.