Want to share certain content from your internal knowledge base with external parties? Kipwise have you covered!
Other than sharing knowledge internally, Kipwise also provides options for you to share content with people outside of your organization easily. Currently there are two ways in doing that,
- Create a customer facing public knowledge base
- Use Trackable public link to share a particular piece of content with external parties
What’s even better is that we provide analytics to help you understand how your content performs so that you can keep improving your knowledge sharing flow.
Create a client facing public knowledge base
Want to create a knowledge base for your customers so that they can find answers to common questions themselves? You can do it with Kipwise as well! This way, you no longer have to manage documentations on two different platforms.
Simply enable the public knowledge base option under Settings and you can then choose which content you would like to include in your public knowledge base.
To enable your public knowledge base,
- Click on your avatar on the sidebar to go to Settings
- Go to Public Site
- Click Enable Public Site
Once you have enabled your public knowledge base, you can customize the look and feel to fit your company branding.
The homepage of your public knowledge base will list out all the top-level folders that you have set to be viewable by the public.
To control which folders you would like to include in your public knowledge base, simply go to Permissions settings for the top folder that you’d like to include, then check the checkbox "Show this folder and all the content inside on the Public Site".
Use Trackable Link to share a single piece of content with external parties
If there are just a single piece of content that you want to share with a specific client or client group, instead of including it in your public knowledge base, you can also create a shareable link for a specific Kipwise Page or embedded block (e.g. PDF, Google Drive slides). What’s even better is that these links are trackable! So you can actually see how many views there are for the content you’ve shared.
To share an entire Kipwise Page, on the Page that you would like to share, click the Share button > select Trackable Public Links…
Alternatively, if you just want to share a particular embedded block inside a Kipwise Page, Mouse over to the embedded block that you want to share > click on the Trackable Public Link icon at the end
You would then be able to name your Trackable Public Link for easier identification in the future when viewing the analytics.
Then you can simply copy the link under Public link to share with your prospects or customers and you can view the analytics afterwards by going back to the Page and click the Share button > select Trackable Public Links…
Learn more about how to use trackable public link to share content with people outside of your organization.
Analytics and Content Rating to help you understand how your content performs
To help you understand how your content performs, our analytics does not only cover your internal knowledge, but also supports content included in your public knowledge base as well.
To access your reports, go to the Analytics tab on the sidebar,
Most Viewed Content
Under the Most Viewed section, the report lists out the Pages that are most viewed by your users. You can click onto the Public View column so that the data be sorted by the number of Public views instead of Team views by default.
Learn more about the Most Viewed reports.
Top Search Terms
Another useful analytics to check is Top Search Terms.
The Searches with results section shows the top search terms that are frequently searched by your users and there are relevant results that can be found on Kipwise.
For example, your customers often search for guidelines on how to use a particular feature, perhaps the user interface is not intuitive enough for that particular feature?
Then the Searches with no results report shows the terms that are searched by users but cannot find relevant results on Kipwise. Reviewing this list can help you find out the missing pieces of your knowledge base and add related documentations.
Content Rating
Other than the above analytics, your users can also rate your pages to let you know if they find the information helpful.
At the bottom of a Kipwise Page (both internal Pages and on your public knowledge base), there is a pop up box to let readers rate a page as helpful or not.
To view the analytics, simply go to your Kipwise internal portal, click on the Ratings icon at the top of the page to view the related statistics.
Content Review Flow to help keep your knowledge base content up-to-date
The last thing you want for your customer facing knowledge base is that it contains inaccurate or outdated information. But don’t worry, if you use Kipwise to house your public knowledge articles as well, we provide a content review flow so that you can set designated reviewers for your content and our system will automatically remind them to review the content in preset intervals.
Read more about how to build a collaborative process to keep your knowledge base up-to-date.
