Knowledge Base - Standardisation through Content Blocks & Templates

Article templates

Article templates help maintain consistency and save time during article creation.

Create a template

1. Go to Settings > Templates and click + Create.

2. Enter a name and description, then select Article as the object type.

3. Click Next and set up the template structure.

Use a template

1. Go to Settings > Support > Knowledge Base and select View Templates.

2. Select a template and click Use Template.

Edit a template

1. Go to Settings > Customization > Templates.

2. Locate the template and click the 3-dot menu under the Action column.

3. Click Edit, make your changes, and click Publish.

Content blocks

Content blocks let you create reusable content—including text, images, tables, and embedded videos—which can be inserted into multiple articles. Updates to a content block automatically reflect in every article where it's used.

Create a content block

1. Go to Settings > Support > Content Blocks and click Create Content Block.

2. Enter a name and description, add the required content, and click Create.

Insert a content block

1. Open or create an article.

2. Type the slash command / and select Content Block.

3. Choose from the list and click Use content block to insert.

Modify a content block within an article

1. Hover over the content block and click the 3-dot menu.

2. Select Unlink to edit the content independently for that specific article.

Edit an existing content block

1. Go to Settings > Support > Content Blocks.

2. Select the block, click Edit, make your changes, and click Update.