UUser Onboarder docsDashboard →
For guide authors

Knowledge base

The knowledge base holds your help articles. People read them inside the resource center, in their own language, and can search their full text. Write articles here, or import your existing help center from Zendesk, Intercom or UserGuiding.

Articles and collections

Open Knowledge base in the sidebar.

  • New article opens the editor: a title, a one-line summary (shown in lists and searched), and the content, built from the same blocks as announcements: headings, text, images, videos, buttons, dividers. An article can have up to 400 blocks.
  • Collections group articles, like Billing or Getting started. Create, rename, translate and order them in the Collections box; pick an article's collection in its editor. Delete one with the ✕ on its row: its articles stay, without a collection, unless you tick Also delete its articles.
  • An article is a draft until you press Publish. Only published articles show in resource centers, and changes to a published article show right away: there's no separate live version, so save drafts of big rewrites as a new article.
  • To change several articles at once, tick their checkboxes in the list. The bar above the list can Publish, Unpublish, Move to another collection, or Delete them.

Search at the top of the list looks through titles and text in every language.

Translations

With more than one language in Settings → Languages, the article editor shows a tab per language. Each translation is a full copy of the article: translate it with ✨ Translate with AI, or press Start from the English text and translate by hand. The dot on each tab is green when translated, amber when the English changed since, and grey when missing. A missing translation shows the English article. See Languages and translation.

Show articles in the resource center

In a resource center, add a Knowledge base section. Leave All collections ticked, or pick the collections it should show. With several collections, people browse by collection; with one, they see its articles straight away. The panel's search box searches the full text of every article in the section, in any language, and shows matches in the user's language.

Articles load when someone opens the panel, so a large knowledge base doesn't slow down your pages. Opening an article counts as a click in the resource center's analytics.

Import from Zendesk, Intercom or UserGuiding

Knowledge base → Import from Zendesk, Intercom or UserGuiding.

Zendesk Guide: enter your subdomain (acme), acme.zendesk.com, or your help center's own domain. Public help centers need nothing else. For a help center that requires sign-in, or to bring over drafts, open Add an API token and enter an agent's email and an API token (Admin Center → Apps and integrations → Zendesk API). Zendesk sections become collections; with several categories they're named Category › Section.

Intercom Articles: enter an access token from the Intercom Developer Hub (your app → Authentication) and the region your workspace is hosted in. Collections become collections; nested ones are named Parent › Child.

UserGuiding Knowledge Base: enter your knowledge base address (acme.help.userguiding.com), just acme, or the container id from your UserGuiding snippet. It reads the same public pages your visitors see, so no credentials are needed, and only published articles come over. Subcategories become collections, named Category › Subcategory when there are several categories; articles placed directly in a category get a collection named after it. The order from UserGuiding's editor is kept.

Then choose whether published articles go live right away or every new article starts as a draft.

What comes over:

  • The English version of each article becomes the article. Every language your workspace also uses comes over as a translation. Languages the source has that your workspace doesn't are listed after the import; add them in Settings and import again to get them.
  • Headings, paragraphs, bold, italic, links, lists, images, YouTube and Vimeo videos and dividers convert directly. Screenshots inside numbered steps stay between the steps. Tables become lines of text, code blocks become plain text, and other embeds become links. The import report lists the articles where that happened, so you can check them.
  • With Copy images to User Onboarder ticked (the default), images are copied into this workspace, so articles keep their screenshots after you cancel the old tool. Importing again reuses the copies. Images that can't be copied (larger than 5 MB, not PNG, JPEG, GIF, WebP or SVG, or behind a sign-in) keep loading from the old help center, and the report names their articles. Untick it to keep every image on the old servers.
  • Credentials are used for the import only and aren't stored.

Importing again updates the same articles and collections instead of duplicating them, and overwrites edits you made to imported articles (and their imported translations). Translations you added here in other languages are kept. Articles and collections you deleted come back.