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Populating your Knowledge Base 10

• Setting up your Knowledge Base
• Optimizing your solution articles for search engines
• Collaborate with your team to set up your Knowledge Base
• Power of a Knowledge Base and Auto-Suggest
• Converting agent replies to Solution Articles

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Managing your Knowledge Base 12

• Content Management: Receiving feedback on an article
• Content Management: Article Analytics
• Restructuring your Knowledge Base
• Automatic Sitemap Generation
• Deleting an article, folder or category

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Using community forums 6

• Building your Community with Forums in Freshdesk
• Setting up your Community Forums
• Different forum types and what they do
• Forum moderation and advanced spam protection
• How to follow topics and forums in the community?

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Multilingual Knowledge Base 2

• Setting up a Multilingual Knowledge Base
• Managing multilingual knowledge base using article status

Working with Approval workflow 3

• How to use the approval workflow to collaborate with your team
• Customizing roles of agents using the Knowledge base
• Understanding the flow of article status during an approval process

Customer Support Portal Options 8

• Portals & Portal Settings
• Configuring a custom SSL certificate for your support portal
• The All-new Freshdesk Portal - An overview
• Customizing your customer portal
• Understanding themes to personalize your customer portal appearance

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Submitting a new support ticket 4

• Creating a support account
• Editing an end user profile
• Using the Customer Support Portal
• Submitting a ticket via Email