Knowledge Base helps you capture, organize, and share solutions across your team. Create articles from resolved tickets using AI, enable self-service for users, and build a searchable library of your team's expertise.

From the left pane, click on Modules > Knowledge Base (under the 'Documentation' section). Click on +New Article to create an article from scratch.

Give your article a title, and hit '/' (forward slash) to bring up the rich text editor. Include rich media such as images, videos, tables, attachments, and more, to build a neat, visual, step-by-step guide.

Formatting controls (Bold, Italics, Strikethrough, etc) when you click and select text in the editor.

Once you're done writing your article, you will need to add it to a collection in order to save it as a draft or publish it. A collection is simply a folder that will house a bunch of articles. You can control access to each collection individually, by sharing it with a certain set of technicians/requesters.

Click on the edit button under Article Properties. If you don't have an existing collection (or sub-collection), you can create one right here like so.

From the knowledge base homepage, you can create a collection by clicking on the + icon as shown below.

When you click on Save as draft or Publish, the access control pop-up will be shown. You have the following options:

Click on the wrench icon at the top right and you will see options to Duplicate and Delete an article.

If you already have documentation stored elsewhere that you would like to bring into SuperOps, you can import it. SuperOps supports .DOC, HTML, and PDF, with maximum file size of 100 mb at a time.

Click on the Import button from the knowledge base homepage.

You will have to choose a collection (and sub-collection if applicable), as well as access control before you start your import. It is advisable to keep your documents visible only to you while importing, so you can review and publish them later.

If you import multiple files in bulk, it will take a few minutes for SuperOps to complete the import. You will receive a notification (as a pop-up) once the import is done.

Here's how an imported PDF would look in your KB. The contents of your file will be unfurled within the article, instead of as an attachment.

Go to Settings > Monica and turn on the toggles available under AI for Knowledge Base.

If you find yourself getting repeat tickets for the same issue, and if a solution for it is available, it is a good idea to create a KB article and document this solution in it.

With Monica AI, you can convert context available within a ticket into an editable KB article. Click on the Monica widget > Generate KB.

Monica will take a few seconds to whip up the article draft. If you are happy with it, click on Create KB Article. You can then go ahead and edit this article to your liking, add rich media, and publish it when it's good to go.

While working on a ticket, you can refer to articles in your KB by clicking on the KB button inside the reply editor which will throw up the KB on the right.

Use the search bar and type what you're looking for. SuperOps uses semantic search to contextually understand what you're typing, and show any and all relevant articles.

If you would like to share an article with the end-user, click on Insert Link. It will add the title of the article and hyperlink it automatically, into the reply editor.

When an end-user logs into the self-service portal, this is what the knowledge base will look like to them. All published articles, collections, and sub-collections that they have access to will be visible to them here.

When a requester raises a ticket and has typed in a subject, SuperOps will suggest a solution to their issues based on the context available in the subject.

The requester can view the solution, and also see the articles from which this solution was summarized for more info.

This will help you deflect repeat tickets and reduce L1 queries by nudging users to refer to the knowledge base, right when they are about to raise a ticket.

End-users can provide feedback on articles available on the knowledge base using the Send Feedback button that's available at the bottom of each article.

Feedback will come in and show up in two places: