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      How to Create a new Knowledge Base Article

      This KB goes over the best practices for creating a KB for Firefly customers.

      Last Updated: 5/29/2024

      Link to Hubspot: Link

       

      This article applies to the following:

      • Firefly support and success team members
      • Creating a knowledgebase for the Firefly Reservations knowledgebase in Hubspot

      Common Causes/Issues: 

       If there is no knowledgebase article that fits the need that you are looking for, creating a new one is a great option.

       

      Before creating this article, a few things to note:

      • A new article is not needed if this is for a feature enhancement
      • A new article is needed if there is no article related to the topic you are wanting to address
      • Firefly's KB is very in depth, so chances are there is already an article related to this topic, the exceptions are usually around the following: 
        • FAQs
        • New Features
        • New Processes for Customers

       

      Solution Overview:

       

      Our knowledgebase is hosted in Hubspot. This is also where we create new articles. There are two templates in the Firefly Reservations knowledgebase that will help provide a starting point, as well as visual standardization for our customers. 

       

      Links to the templates can be found here: 

      Tactical Rundown:

       

      Create a new Article

      1. Navigate to the Hubspot Knowledgebase (currently, this is under Content --> Knowledgebase) 
      2. Confirm that you are viewing the Firefly Reservations knowledgebase by clicking the drop down under "Knowledge base" on the left side
      3. Click "Create Article" in the top right corner.

      Copy/Paste from the Template to the New Article

      In another window, go back to the Firefly Reservations knowledgebase, and view the template that applies to the article you are creating. You can also click on the links here: 

      1. Open the article
      2. Give the article a title
      3. Give the article a subtitle
      4. Highlight and copy the entire article
      5. Go to your window or tab with the newly created article, and then paste all of the template contents into the "Answer" section of the new article

       

      Follow the Template

      From here, you can follow the steps in the template provided to create the article. Our team is also always here to help proof read, or provide context to features.