Manage folders

Organize reply templates, FAQ entries, email addresses, and external documents in a logical folder structure within the knowledge base to make it easier to find information. You can create sub-folders at any level.

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Create folders

To create a new folder:

1. Go to the parent folder where you want to create a subfolder.
2. Click New folder at the top of the screen.
3. Confirm the parent folder in the Folder field or select a different one.
4. Enter a descriptive name for the folder in the Name field.
5. Optionally, add a brief explanation in the Description field.
6. Extra steps for FAQ folders:
   • In the Position field, select a number for the entry’s position in the sort order of the folder it belongs in. 1 means the top of the list.
   • In the Access field, select who is to have access to the folder in question. A registered customer is a customer who has access to a customer centre.
   • In the Access control field, optionally enter a script to use to control external customers’ access to this folder. If this field contains a script, it is evaluated and access granted only if the script returns a value of “1”.
7. Extra steps for external documents:
   • In the Access list box, select who is to have access to read and edit the folder.
8. Click OK to create the folder.

You are now ready to add knowledge-base items to the new folder. Either add new items, or change the Folder field on existing items.

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Delete folders

Before you delete a folder, remove all contained items by either:

• Deleting the items.
• Moving the items to another folder (change the Folder field on each item’s edit screen).

When you are ready to delete the folder itself:

1. Go to the required folder.
2. Click the Edit folder button.
3. Click Delete. The folder is deleted immediately.