Document360

With an intuitive interface, our knowledge base editor lets you create incredible documentation with rich text formatting choices. Document360 provides two text editors that help you to create articles with ease.

1. The Markdown editor 

2. The WYSIWYG (What You See is What You Get) editor

𝐌𝐚𝐫𝐤𝐝𝐨𝐰𝐧 𝐞𝐝𝐢𝐭𝐨𝐫: The Markdown Editor uses Markdown formatting, a short-hand syntax that styles text, and then converts that text to HTML, to create documents. It comes in handy when major text, and mild media are involved in the documentation.

𝐖𝐘𝐒𝐈𝐖𝐘𝐆 𝐞𝐝𝐢𝐭𝐨𝐫: WYSIWYG (What You See Is What You Get) is also known as HTML editor.  This editor allows you to view content precisely as it will appear on a published article/category page on the knowledge base. Unlike the Markdown editor, the WYSIWYG editor makes use of a single editing pane since the content being written is already in preview mode. Both editors let you add links, images, videos, callouts, code blocks, and more.

Here is an elaborate guide for you to refer: https://bit.ly/usingtexteditor 

Find out more: http://bit.ly/AboutDocument360 

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With Document360, you can easily integrate third-party apps and services into your knowledge base. Users have access to more than 20 integration options. These integrations provide users with specialized solutions within the following categories: 

●Chat & Messenger   

● Analytics   

● Marketing automation   

● Commenting   

● Survey tools   

● Custom HTML tags and more 

Now let us look at how to set up integration on Document360 

1. Go to Settings, under Knowledge base site select Integration's menu 

2. You can find the list of integrations if you have added any earlier 

3. Click on the Add new integration button and a side window would appear on the right 

4. Here you can find the list of featured and other integration options available 

5. Also, you can identify if the integration is currently active or not with the 

6. Select from the list the app or service you want to integrate 

7. You can find the brief description of what the integration does and the status of the integration (On/Off) in your knowledge base 

8. Now in type in the Description () and the App ID () and click on Add 

If your existing 3rd party application is not listed in Document360's list of integrations. JavaScript and custom HTML options are available to integrate any product for custom solutions. 

Here is an elaborate guide for you to refer: https://bit.ly/Document360-Integrations 

Find out more: http://bit.ly/AboutDocument360 

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Document360 comes with a Recycle bin feature to avoid mishaps like accidental deletions that are bound to happen while managing a huge quantity of files/folders. Whenever a project team member removes or deletes a file/folder, the files will be added to the recycle bin.

You don't have to be concerned about files/folders in the recycle bin consuming up storage space. If you are confident that you don’t need the file(s)/folder(s) in the recycle bin, select them and click the Delete forever option at the top, or they will be automatically flushed out (permanently erased) after 30 days. 

Here is an elaborate guide for you to refer: https://bit.ly/3udOTcD 

Find out more: http://bit.ly/AboutDocument360 

Request a Free Demo: http://bit.ly/Document360Demo 

14-day free trail: https://bit.ly/Document360Signup

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With the Document360 intercom integration, you can now provide real-time help to your users. Intercom and Document360 can be used together to give real-time support for your website visitors by searching for and sharing articles (links or article content) from your Document360 knowledge base within the Intercom messenger

After successfully installing the app in your workspace, you will need an API key to complete the configuration. Return to the Document360 site and complete the steps outlined below to receive this API key.

𝐀𝐏𝐈 𝐤𝐞𝐲 𝐠𝐞𝐧𝐞𝐫𝐚𝐭𝐢𝐨𝐧 𝐨𝐧 𝐃𝐨𝐜𝐮𝐦𝐞𝐧𝐭𝟑𝟔𝟎 

1. Click on Settings → Knowledge base portal → Extensions 

2. Under the Helpdesk tab, you can find the Intercom widget 

3. Click on the (+) to generate a unique API token 

4. Click on the copy icon next to the generated token 

5. Paste the copied API token in Intercom to complete the integration

𝐒𝐞𝐭𝐭𝐢𝐧𝐠 𝐮𝐩 𝐈𝐧𝐭𝐞𝐫𝐜𝐨𝐦 𝐦𝐞𝐬𝐬𝐞𝐧𝐠𝐞𝐫 𝐨𝐧 𝐃𝐨𝐜𝐮𝐦𝐞𝐧𝐭𝟑𝟔𝟎: 

1. Once you have acquired the Intercom App ID, copy it   

2. Head back to Document360 dashboard, go to Settings → Knowledge base site → Integrations 

3. Click on Add new integration button on the top 

4. Select Intercom from the list of integration options available 

5. In the description, field enter a name or any text   

6. In the Intercom ID field paste the copied app ID 

7. Click Add

Here is an elaborate guide for you to refer: https://bit.ly/Intercom-integration 

Find out more: http://bit.ly/AboutDocument360 

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With the combination of Document360’s ticket deflector & knowledge base assistant, you can significantly improve your support operation. Now configure the ticket deflector under knowledge base assistant which helps customers to map any live ticket deflector form on the knowledge base (KB) assistant itself. In other words, you can access your ticket deflector and the KB assistant in one go. 

When the customer opens the in-app assistant both the knowledge base and the ticket deflector are accessible on the same page. They need not have to go to multiple pages and helps to reduce the volume of incoming support tickets by assisting users in finding answers using the existing knowledge base before contacting the support team.

It also gives you insights on customer behaviour such as   

● Total no of searches 

● No of forms submitted 

● Total feedback 

● Top 5 frequently asked question 

● Most useful articles

𝐅𝐞𝐞𝐝𝐛𝐚𝐜𝐤 𝐀𝐧𝐚𝐥𝐲𝐭𝐢𝐜𝐬: shows what your users are searching for, and which ones are resolved by submitting forms and which were answered by knowledge base assistant.

𝐒𝐚𝐭𝐢𝐬𝐟𝐚𝐜𝐭𝐢𝐨𝐧 𝐀𝐧𝐚𝐥𝐲𝐭𝐢𝐜𝐬: provides a graphic visual on the number of questions answered by knowledge base assistant compared to the number of forms raised.

Here is an elaborate guide for you to refer: https://bit.ly/Ticketdelflector, https://bit.ly/knowledgebaseassistant

Find out more: http://bit.ly/AboutDocument360 

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The API token feature in Document360 allows external software programmes to interact with one another. It is a unique code generated by a single software programme to permit interaction. It is simple to generate an API token for use with other applications in Document360.

 𝐓𝐨 𝐜𝐫𝐞𝐚𝐭𝐞 𝐚 𝐃𝐨𝐜𝐮𝐦𝐞𝐧𝐭𝟑𝟔𝟎 𝐀𝐏𝐈 𝐭𝐨𝐤𝐞𝐧: 

1. Goto 𝐬𝐞𝐭𝐭𝐢𝐧𝐠𝐬- 𝐤𝐧𝐨𝐰𝐥𝐞𝐝𝐠𝐞 𝐛𝐚𝐬𝐞 𝐩𝐨𝐫𝐭𝐚𝐥- 𝐀𝐏𝐈 𝐭𝐨𝐤𝐞𝐧𝐬 

2. Then Enter a token name. 

3. Select one or more Request Methods:

 • GET 

 • POST 

 • PUT 

 • DELETE 

4. Click Generate. Another reason for having multiple API tokens rather than having one key for many different applications you can provide different API keys for different applications to keep things manageable and if you want to remove a particular application, you can delete just that one associated key without affecting the rest of your application 

Here is an elaborate guide for you to refer: https://bit.ly/API-Tokens 

Find out more: http://bit.ly/AboutDocument360 

Request a Free Demo: http://bit.ly/Document360Demo 

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The Workflow feature in Document360 help manage the knowledge base documentation by implementing an internal business process. With workflow, Document360 creates checkpoints at various stages throughout the documentation lifecycle and helps track an article/category page from the initial draft (New article) to a published article. 

The workflow in Document360 project has been split into two components: 

𝐖𝐨𝐫𝐤𝐟𝐥𝐨𝐰 𝐝𝐞𝐬𝐢𝐠𝐧𝐞𝐫: The workflow designer enables project admin to create and maintain a step-by-step stage for any new or existing documentation. This makes collaboration easier between the writers, editors, illustrator, subject matter experts, and other project team members. 

𝐖𝐨𝐫𝐤𝐟𝐥𝐨𝐰 𝐀𝐬𝐬𝐢𝐠𝐧𝐦𝐞𝐧𝐭: The workflow assignment gives you an overview of all the necessary information of the knowledge base project and the articles assigned to the user’s profile. Users may see the number of articles in each process state at any moment.

Here is an elaborate guide for you to refer: https://bit.ly/3ItGo1D 

Find out more: http://bit.ly/AboutDocument360 

Request a Free Demo: http://bit.ly/Document360Demo 

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With Document360 Export to PDF feature, you can create and share offline PDFs from your knowledge base content, including the versions, languages, categories, and articles you specify.

𝐀𝐜𝐜𝐞𝐬𝐬𝐢𝐧𝐠 𝐭𝐡𝐞 𝐄𝐱𝐩𝐨𝐫𝐭 𝐭𝐨 𝐏𝐃𝐅 𝐩𝐚𝐠𝐞: Go to Content tools → Import & Export → Export to PDF and choose Content templates/Design templates tab.

𝐃𝐞𝐬𝐢𝐠𝐧 𝐓𝐞𝐦𝐩𝐥𝐚𝐭𝐞: With the design template feature you can create custom pdf designs that may be used to style the output PDF. Users may customise aesthetic elements such as the cover page, table of contents, watermark, layout, header and footer, and font settings.

𝐂𝐨𝐧𝐭𝐞𝐧𝐭 𝐓𝐞𝐦𝐩𝐥𝐚𝐭𝐞: You can create a custom PDF content template and add PDF attributes like the File name and Design template. Also, you may add an extra layer of protection by password protecting the pdf to be exported.

Once done you can save it to export later or save & export right away. Once the file is generated you can see it in the list of templates and you have several options to edit, clone, download, delete & export again.

Here is an elaborate guide for you to refer: https://bit.ly/Exporttopdf

Find out more: http://bit.ly/AboutDocument360 

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A knowledge base may often contain repeated content like address, phone number, etc. And some information may need updating over time. To ease up this process Document360 has content reuse features like 𝐬𝐧𝐢𝐩𝐩𝐞𝐭𝐬 & 𝐯𝐚𝐫𝐢𝐚𝐛𝐥𝐞𝐬 to manage reusable content blocks.   

𝐓𝐨 𝐜𝐫𝐞𝐚𝐭𝐞 𝐯𝐚𝐫𝐢𝐚𝐛𝐥𝐞𝐬: Goto Content tools -> Content Reuse -> New Variable -> Add name & Value.

Once created the variable can be used anywhere in the project and can be updated over time which also changes its value wherever the variable is presented. You can add the variable in any article and if the content needs to be updated you can simply edit the variable and it will affect every instance throughout the documentation. 

𝐒𝐧𝐢𝐩𝐩𝐞𝐭: It is a pre-defined set of content blocks also known as reusable content. It can be used as a local copy which allows using just the contents of the snippet but disconnected from the original, which mean any changes to the local or original will not affect each other unlike variable.

Here is an elaborate guide for you to refer: https://bit.ly/ContentReuse 

Find out more: http://bit.ly/AboutDocument360 

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Document360 offers knowledge base analytics with a wide variety of features to analyse your content based on Geography, Performance, Search, Team Accounts, Feedback, Link Status, Page Not found & Ticket Deflector. Now let’s take a deep dive into different analytics categories on Document360.

𝐆𝐞𝐨𝐠𝐫𝐚𝐩𝐡𝐲: The Geography section is intended to provide you with a broad overview of customer engagement. You may also quickly see which countries are bringing the most visitors to your knowledge base. 

𝐏𝐞𝐫𝐟𝐨𝐫𝐦𝐚𝐧𝐜𝐞: Analyse how your audience interacts with your content. This provides information on the number of likes, dislikes, views, and reads for each article. It can also be filtered based on Authors, Categories, Articles, and Countries.

𝐒𝐞𝐚𝐫𝐜𝐡: You can use search analytics to track data on search terms that are often searched or don't yield results, total number of searches, number of users who used the search feature, and no-result searches.

𝐓𝐞𝐚𝐦 𝐀𝐜𝐜𝐨𝐮𝐧𝐭𝐬: Team accounts will provide you with information about the members of your project's team like their account type, the articles that each team member creates/views, and the date that they last contributed or logged in. 

𝐅𝐞𝐞𝐝𝐛𝐚𝐜𝐤: Feedback analytics track likes and dislikes for each article, as well as any comments left by users. 

𝐋𝐢𝐧𝐤 𝐒𝐭𝐚𝐭𝐮𝐬: It checks for any broken links and helps validate and monitor all internal links, external links, and media file links on your knowledge base. 

𝐏𝐚𝐠𝐞 𝐍𝐨𝐭 𝐅𝐨𝐮𝐧𝐝: Tracks 404 error pages in the knowledge base and provides data such as no. of hits to a non-existence URL. 

𝐓𝐢𝐜𝐤𝐞𝐭 𝐃𝐞𝐟𝐥𝐞𝐜𝐭𝐨𝐫: Gives data on total no.of.searches, form submitted, frequently asked questions and most useful articles.

Here is an elaborate guide for you to refer: https://bit.ly/3qvhFU1 

Find out more: http://bit.ly/AboutDocument360 

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Tracking 404 error pages in the knowledge bases is essential to enhance user experience. Document360 helps you automate this process with our Page not found Analytics. On the analytics overview page, users can view the list of links that throw the 404 error,

With Document360 page not found analytics:  

👉You can drill-down sources such as Browser, Bot, or Unknown and view the data for up to 30 days. 👉Use the filter options available such as User agent (For ex. Mozilla 5.0), Date (UTC), and URL referrer. 👉Export to CSV and download the files in the MS excel.

Here is an elaborate guide for you to refer: https://bit.ly/3GsSBCS 

Find out more: http://bit.ly/AboutDocument360  Request a Free Demo: http://bit.ly/Document360Demo  14-day free trail: https://bit.ly/Document360Signup 

Managing a large knowledge base and keeping things organised can become a challenge when the organization grows rapidly and the number the categories and article increases certain basic operations like moving, deleting & publishing articles individually can be time consuming.

Document360 offers the Bulk Operation feature which comes in handy when you want to perform bulk operation on a specific set of articles to from a large volume of content.

With the basic filters you can filter using five different article status: 

👉Published 

👉New article 

👉Draft 

👉Review required 

👉Hidden 

Advanced filter options will help you to narrow down the articles to take action on: 

👉Review reminder 

👉Visibility 

👉Status 

👉Author 

👉Category 

👉Date 

👉Tags 

Using Bulk operation feature you can perform some Actions on article 

1. Publish multiple articles 

2. Show multiple hidden articles 

3. Hide multiple articles 

4. Move multiple articles 

5. Delete multiple articles 

6. Add review reminder 

7. Mark as reviewed

Here is an elaborate guide for you to refer: https://bit.ly/Bulk-Operation 

Find out more: http://bit.ly/AboutDocument360 

Request a Free Demo: http://bit.ly/Document360Demo 

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With the Document360 Zapier integration, you can save time and improve productivity by automating various repetitive tasks. Zapier operates on the zap concept, which refers to automated workflows based on triggers and actions.   

Using the Zapier integration, you can create and update your knowledge base articles from your customer support and management tools in real-time. Use zap templates that can be customized to suit your business requirements and deployed in a few clicks.

Now you can connect Document360 with third-party applications

👉Google Docs   

👉Google Drive 

👉Google Sheets   

👉Trello   

👉GitHub   

👉Jira Service Desk   

👉Confluence Server   

👉Zoho CRM   

👉Pipedrive   

👉Hubspot and many more

Here is an elaborate setup guide for you to refer: https://bit.ly/zapierdocs

► Find out more:  https://bit.ly/3aUK6Ab 

► Request a Free Demo: http://bit.ly/38Hz4NK 

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In Document360 you can import article content into your knowledge base directly from word files with .docx extension. You can reduce time by directly importing articles from word files using either of 2 options:   

1. You can import directly into any category by clicking the category ->import from word.  

2. Content Tools -> Import & Exports -> Import from Word, during this import process you can choose to keep the entire document as a single article or split it into multiple articles. 

Here is an elaborate setup guide for you to refer: https://bit.ly/3tWmxl3 

Find out more: http://bit.ly/AboutDocument360 

Request a Free Demo: http://bit.ly/Document360Demo 

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Document360 public and private knowledge base include powerful AI-based real-time search. This helps your customers to find solutions for their problems instantaneously using the AI-powered search. When you publish an article from your project, it is instantly indexed and available for users to search.  The search engine highlights the top five search results by default for easy navigation when a user enters a keyword in the search box.  

Here are few best practices that you can follow to optimize the knowledge base search feature: 

👉Search engine can be tailored to a particular project and search keywords can be highlighted in the search result pages. The search highlight can be customised by navigating to 𝐒𝐞𝐭𝐭𝐢𝐧𝐠𝐬 - 𝐊𝐧𝐨𝐰𝐥𝐞𝐝𝐠𝐞 𝐁𝐚𝐬𝐞 𝐒𝐢𝐭𝐞 - 𝐀𝐫𝐭𝐢𝐜𝐥𝐞 𝐬𝐞𝐭𝐭𝐢𝐧𝐠𝐬 & 𝐒𝐄𝐎 - 𝐒𝐞𝐚𝐫𝐜𝐡 𝐡𝐢𝐠𝐡𝐥𝐢𝐠𝐡𝐭.

👉Breadcrumbs for easy article navigations and useful when you have identical article headings and relevant category. 

👉You can tag your article and edit slug for quick knowledge discovery. 

In the Analytics section under “search” you can find metrics for search queries helping you to constantly analyse and optimize your knowledge base. 

Here is an elaborate guide for you to refer: https://bit.ly/SearchDocs 

Find out more: http://bit.ly/AboutDocument360 

Request a Free Demo: http://bit.ly/Document360Demo 

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Document360's ticket deflectors help reduce the volume of support tickets by resolving customer queries with self-service support. Using ticket deflection, you can build a customer experience in which customers can find answers to their own questions rather than contacting your customer support personnel.  You turn it on/off at any time and also can be embed into any html page. 

👉Scale your customer support operations much more easily when you invest in ticket deflection. 

👉Providing a better experience for your customers with a self-service knowledge base. 

👉Support agents have more time to attend to those high-priority tickets that might end in customer churn. 

👉Get valuable analytics insights on what your customer are looking for on your knowledge base 

Here is an elaborate setup guide for you to refer to: https://bit.ly/Ticket-Deflection 

Find out more: http://bit.ly/AboutDocument360 

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URL Mapping can enhance your knowledge base assistant by providing context sensitive help to your customers. Using Document360's URL Mapping capability, you can show specific articles based on the page the end-user is on. You may also utilise URL Mapping to hide the Knowledge Base Assistant on a certain URL, or provide a search bar with a custom placeholder to direct end-users to the correct location to search.

Within the Knowledge Base Assistant, you can perform four different actions: 

𝐇𝐢𝐝𝐞 - When selected, the Knowledge Base Assistant icon will not appear on the specified URL. 

𝐒𝐢𝐧𝐠𝐥𝐞 - When selected, a single article will be displayed on the supplied URL within the Knowledge Base Assistant. 

𝐋𝐢𝐬𝐭 - When selected, a list of selected articles will appear in the Knowledge Base Assistant on the supplied URL under a "Recommended" section.

𝐒𝐞𝐚𝐫𝐜𝐡 - When selected, you can set a specific search term to query your knowledge base and return a list of search results, within the Knowledge Base Assistant, on the specified URL. 

Here is an elaborate setup guide for you to refer to: https://bit.ly/Document360-URL-Mapping   

Find out more: http://bit.ly/AboutDocument360 

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