From Cerberus Helpdesk Wiki

[edit] Knowledgebase Recipe

In this Cookbook Recipe, we will show you how to setup the Knowledgebase. When we are done, your workers will be able to add, edit, and retrieve Knowledgebase articles, and your users will be able to search for and view articles from the Support Center.

You will need to enable both the 'Knowledgebase' and 'User Communities' plugins to enable all of the functionality covered in this recipe. For more information on enabling plugins, see our screen by screen article on Features and Plugins. Once the plugin has been enabled, you can begin setting up the Knowledgebase.

[edit] Setting Up the Knowledgebase for your Workers

Your first step in setting up the Knowledgebase should be deciding how you want to setup your topics. An important thing to remember is that you can restrict some topics to only be visible to workers, which will allow only workers to see articles in that topic. Any article that is not assigned to a topic will be visible to anyone who views your public Knowledgebase. For more information on setting up articles and topics, please see our Screen-by-Screen guide on the Knowledgebase.

[edit] Setting Up the Knowledgebase for your Users

Once you have your topics and articles setup the way you want, it's time to setup the public Knowledgebase. Click on 'helpdesk setup' then the 'Community Portals' tab. You'll need to add a community portal and enable the Knowledgebase module. Once you have enabled the module, you will be able to select which topics should be visible to the public. Once you have enabled the module and selected the topics you wish to display to the public, simply hit save. If you've already setup your Support Center, your users will be able to view your public Knowledgebase articles.