🟨 Create an article

An article allows to write a simple traditional content to focuson a specific theme or procedure.

An article contains precise information, the important thing to remember must be highlighted so that a Z reading allows to find the desired information.

An article will always be identified by a yellow visual:

The "article" format is distinguished from the "guide" format, an interactive decision tree that allows to break down long and complex procedures into several steps →

🎯 Use cases

• Create simple content for different types of knowledge: short and simple procedures, daily procedures, memo sheets, informative content, news / newsletter, educational content...

⚒ Create an article

An article can only be created within a collection → see the article

To create an article, follow these steps:

1. Select the collection in which to integrate your article;

2. Click on "Add an element";

3. Choose "Article";

4. Give a name to your article;

5. Your article has just been created;

6. You can open it to start editing the content.

✨ Article features

When creating your article, it is in "Draft" mode. At this stage, you can simply write a simple content.

If you click on "Draft" to change its status to "Published", you will see new icons. Each icon has a specificity that allows you to feed the content to increase its performance in the interest of advisors.

You also have access to the name of the content creator, as well as the date of the last update. By clicking on this information, a modal will appear on the right to give you access to:

• the name of the author and the date of creation of the content;

• the history of updates (date of update and name of the editor);

• the total number of contributors to the content.

  

📝 List of features

Icon "Search Engine Settings"

Search Engine Visibility
You can choose to make content invisible in the search engine. It will still be accessible in the tree structure.

Alias

An alias is a keyword that will be indexed to your content. This keyword should be a synonym of a term related to your content. If this keyword is used by an agent in the search bar, your content will be suggested to them.

Multiple aliases can be provided for the same article. These aliases will not be visible in the content itself.

Example: article “Handling Customer Feedback”, the aliases can be:

• Review

• Suggestion

• Recommendation

• Alert

Icon "Add a Response to Send"

Integrate your suggested responses into the article to guide the advisor on the response to provide to the client.

This response can be automated when you connect Mayday to software like Zendesk, Intercom, Salesforce, etc.

Icon "Create a Notification to Report Changes"

You can notify your agents all at once to inform them of a change or an emergency.

💡Find all the information by clicking on

Icon “Edit Verification Settings for this Content”

You can manage the lifecycle of your content in an automated way.

💡 Find all the information by clicking on

Icon “Set a Publication Date”

You can set a publication date for your content.
💡 Find all the information by clicking on

Icon “Rename”

You can rename the title of your content at any time by clicking on the style icon to the right of the title. The change will be instantly visible to the advisor and within the content's redirect links.

Icon “Display Settings for this Content”

💡 Additional features

Once your article is created, on the content page, you can perform several actions by clicking on the three dots "..." at the top right of the page:

• Open the content settings;

• Copy the content URL;

• Display the content version history;

• Create a template from this content to take over its structure;

• Archive the content (it will be possible to restore it later);

• Permanently delete the content.

It is also possible to clone the content within the same knowledge base or another knowledge base.

To do this, follow these steps:

1. Go to the collection page containing the content;

2. Click on the three dots "..." to the right of the content;

   📸 View the page

   

3. Select the knowledge base and then the collection / sub-collection in which you want to insert the cloned content.

4. Click on "Select" and then on "Validate".