Guides

Knowledge Base — Build Help Articles and Guides

The Knowledge Base in Frontline helps you create and organize help articles for your team and customers. Content is structured in three levels: Topics, Categories, and Articles.

How to open Knowledge Base

1. In the left sidebar, click Plugins.
2. Select Frontline.
3. Click Knowledge Base.

4. 

The left panel shows the structure:

• Topics: Top-level sections
• Categories: Groups of articles inside a topic

The main area displays topic cards with their descriptions and number of categories.

Structure of Knowledge Base

Knowledge Base uses a simple hierarchy:

1. Topic — A broad subject area
2. Category — A group of related articles under a topic
3. Article — The actual help content

How to create a new topic

1. In the Knowledge Base view, click the + New Topic button at the top right.

2. 

3. The New Topic panel opens. Fill in the details:

General tab:

• Title: Enter the topic name
• Description: Add a short description

• 

Appearance tab:

• Color: Choose a color for the topic
• Background Image: Upload an image if needed

• 

1. Click Create Topic.

The new topic will appear in the Knowledge Base list.

How to create a category

1. Open a topic that does not have categories yet.
2. Click the Create Category button.

3. 

4. Fill in the category details:

• Code: Optional reference code
• Title: Category name
• Description: Short explanation
• Icon: Choose an icon

• 

1. Click Create Category.

The category will appear inside the topic.

How to create an article

1. Open a category.
2. If the category is empty, click the Create button.

3. 

4. The New Article panel opens. Fill in the article details:

• Title: Article headline
• Summary: Short description
• Content: Main article text
• Status: Draft, Published, or Archived

• 

1. Click Save.

The article will appear in the category list with its status.

How to edit an article

1. In the article list, click on the article you want to edit.
2. The Edit Article panel opens.

You can update:

• Title
• Summary
• Content
• Status
• Privacy settings
• Reaction choices
• Media: Upload an image
• Attachments: Add files or PDFs

• 

Publishing settings:

• Change the status between Draft and Published
• Set whether the article is private

• 

File details:

• Add file URL, size, name, and type for attachments

• 

1. Click Save when done.

How to manage topics

You can manage a topic by clicking the three-dot menu next to its name in the left panel.

Options include:

• Edit Topic
• View Script
• Add Category
• Delete Topic

💡 Tip: Organize your Knowledge Base with clear topic and category names so users can find answers quickly.