# [Knowledge Base]

Published 2026-10-09

> 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 Ar

**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.  ![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/ebc6934a-f75a-4dd3-3284-f1c559b14b00/public)
    

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.  ![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/f6b16fa5-2508-4984-26de-d97ea5ef4000/public)
    
3.  The **New Topic** panel opens. Fill in the details:

**General tab:**

-   **Title:** Enter the topic name
-   **Description:** Add a short description
-   ![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/eef63f19-9739-49a9-4b0d-401e34f7cc00/public)
    

**Appearance tab:**

-   **Color:** Choose a color for the topic
-   **Background Image:** Upload an image if needed
-   ![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/bca6f91b-d223-49b9-e9ae-95f87b40f800/public)
    

1.  Click **Create Topic**.

The new topic will appear in the Knowledge Base list.

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/f40e6e68-9154-4838-21f2-dc0aa95fc500/public)

#### How to create a category

1.  Open a topic that does not have categories yet.
2.  Click the **Create Category** button.
3.  ![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/d660848a-f65d-411f-202b-bacc544e1c00/public)
    
4.  Fill in the category details:

-   **Code:** Optional reference code
-   **Title:** Category name
-   **Description:** Short explanation
-   **Icon:** Choose an icon
-   ![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/4947bd38-a1c9-4ad2-f03c-fb524cbfb700/public)
    

1.  Click **Create Category**.

The category will appear inside the topic.

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/ad7c6c8b-276f-4dbe-dfe9-fd64b04e1300/public)

#### How to create an article

1.  Open a category.
2.  If the category is empty, click the **Create** button.
3.  ![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/658ae760-639a-4ff9-5b17-af5f8082e500/public)
    
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
-   ![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/e1c44770-de31-4768-f5fb-4b2bc8557f00/public)
    

1.  Click **Save**.

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

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/cb6f7600-362e-4ed3-dbe1-6ea63997cc00/public)

#### 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
-   ![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/569bb9da-323a-4337-c5a7-290b460fda00/public)
    

**Publishing settings:**

-   Change the status between Draft and Published
-   Set whether the article is private
-   ![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/d4ec08f4-9176-40b7-e2d1-c1969c0f2800/public)
    

**File details:**

-   Add file URL, size, name, and type for attachments
-   ![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/56d405d5-af00-4acd-07e4-f227a2d42700/public)
    

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.