Creating content

• Organizing knowledge base content
• Moving and reordering sections and articles
• Viewing and restoring archived articles
• Updating articles in bulk
• Using labels on your articles
• Importing Google Docs as articles

• Creating and editing articles
• Using the article editor toolbar
• Inserting videos in articles
• Inserting images in articles
• Inserting and editing links in articles
• Promoting an article

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• Adding discussion topics
• Editing and deleting discussion topics
• Reordering discussion topics
• Creating user segments
• Applying user segments to community content
• Best practices for managing your community

• Managing community posts
• Allowing agents to edit and delete posts
• Viewing community moderator activity
• Customizing status icons for posts
• Analyzing community activity

• Creating articles with the app
• Installing the app
• Creating templates for the app
• Searching and linking articles using the app
• Flagging articles with the app
• Opening the Knowledge Capture app

• Understanding how Answer Bot works
• Understanding where you can use Answer Bot
• Using Answer Bot with web forms
• Using labels in Answer Bot triggers
• Setting up Answer Bot triggers, views and workflows
• Analyzing your Answer Bot activity