Document Management
The Document Management module creates and maintains help documentation and knowledge base for self-service user support.
Overview
Document List
View and manage all documents:
- Title: Document name
- Category: Document category
- Status: Draft/Published/Offline
- Author: Document creator
- Created: Creation date
- Updated: Last modified time
- Views: View count
- Rating: User ratings and reviews
Create Document
Create new help document:
Basic Info
- Title: Clear and specific title
- Category: Select category
- Tags: Add keyword tags
- Summary: Brief content summary
Document Content
- WYSIWYG Editor: Visual editor
- Markdown Support: Markdown format
- Code Highlighting: Syntax highlighting
- Image Upload: Insert images and screenshots
- Video Embed: Embed video tutorials
- Tables: Insert table data
Document Settings
- Access Control: Public/Members/Specific groups
- Display Order: Set priority
- Related Docs: Link related documents
- SEO Settings: Set SEO keywords
Edit Document
Modify existing documents:
- Update content
- Optimize structure
- Add new information
- Fix errors
Tip
Documents support version control. View history and restore previous versions.
Delete Document
Remove unneeded documents:
- Soft Delete: Offline but keep data
- Hard Delete: Permanently remove
- Retain view records for statistics
Document Categories
Getting Started
Help new users onboard:
Includes:
- Account registration
- First-time usage
- Basic configuration
- Common questions
Tutorials
Detailed feature guides:
Includes:
- Feature explanation
- Step-by-step instructions
- Configuration methods
- Best practices
FAQ
Frequently asked questions:
Includes:
- Common issues
- Quick answers
- Troubleshooting
- Solutions
Technical Docs
Technical documentation:
Includes:
- API documentation
- Protocol specifications
- Technical parameters
- Developer guides
Policies & Terms
Legal documents:
Includes:
- Service agreement
- Privacy policy
- Terms of use
- Refund policy
Document Organization
Category Management
Manage categories:
- Create Category: Add new category
- Edit Category: Modify category info
- Sort: Adjust category order
- Delete Category: Remove empty categories
Tag Management
Manage tags:
- Add Tag: Create new tag
- Edit Tag: Modify tag name
- Merge Tags: Merge similar tags
- Delete Tag: Remove unused tags
Directory Structure
Organize document tree:
- Multi-level: Support nested categories
- Tree Structure: Clear hierarchy
- Drag & Sort: Drag to reorder
- Quick Navigation: Tree navigation
Document Editing
Rich Text Editor
Powerful editing features:
- Formatting: Text formatting
- Lists: Ordered/unordered lists
- Quotes: Blockquotes
- Code: Code blocks
- Links: Hyperlinks
- Images: Image insertion
- Tables: Table editing
- Videos: Video embedding
Markdown Editing
Support Markdown syntax:
markdown
# Heading
## Subheading
- List item
- List item
**Bold** *Italic*
[Link](url)
\`code\`
\`\`\`language
code block
\`\`\`Version Control
Document versioning:
- Auto-save: Auto-save drafts
- Version History: Record changes
- Version Diff: Compare versions
- Rollback: Restore previous version
Document Publishing
Publish Settings
Configure publishing:
- Publish Now: Show immediately
- Schedule: Set publish time
- Save Draft: Save as draft
- Preview: Preview before publish
Access Control
Control document access:
- Public: Everyone can access
- Members: Members only
- VIP: VIP only
- Internal: Staff only
Multi-language Support
Multi-language documents:
- Language Versions: Create language versions
- Language Switch: User switches language
- Translation Management: Manage translations
- Sync Updates: Sync across languages
Document Search
Search Features
Help users find documents:
- Full-text Search: Search content
- Title Search: Search by title
- Tag Search: Filter by tags
- Category Filter: Filter by category
- Search Suggestions: Smart suggestions
Search Optimization
Optimize search experience:
- Ranking: Sort by relevance
- Highlighting: Highlight keywords
- Search History: Record history
- Popular Searches: Show trending
Document Interaction
User Ratings
Collect feedback:
- Helpful/Not: Simple rating
- Star Rating: Star ratings
- Comments: Text reviews
- Suggestions: Improvement ideas
Document Feedback
User feedback:
- Report Error: Report errors
- Suggestions: Propose improvements
- Request Update: Request updates
- Live Chat: Contact support
Social Sharing
Share documents:
- Share Link: Generate link
- Social Media: Share to platforms
- QR Code: Generate QR code
- Embed Code: Embed in websites
Statistics
View Statistics
Track views:
- Views: Total view count
- Unique Visitors: Unique users
- View Trend: View changes
- Popular Docs: Most viewed
User Behavior
Analyze behavior:
- Reading Time: Average time
- Bounce Rate: Quick exit ratio
- Search Keywords: User queries
- Click Path: User navigation
Effectiveness
Evaluate effectiveness:
- Helpful Rate: Helpful rating ratio
- Resolution Rate: Problem solved ratio
- Ticket Reduction: Related ticket decrease
- User Satisfaction: Overall satisfaction
Knowledge Base
KB Structure
Build systematic knowledge base:
- Product Knowledge: Features and usage
- Technical Knowledge: Principles and methods
- Business Knowledge: Processes and standards
- Problem Knowledge: Common issues and solutions
Knowledge Accumulation
Accumulate knowledge:
- Ticket Conversion: Convert tickets to docs
- Experience Summary: Summarize cases
- Best Practices: Record best practices
- Expert Contribution: Expert shares
Knowledge Updates
Keep KB current:
- Regular Review: Periodic review
- Timely Updates: Update promptly
- Deprecation Marks: Mark outdated
- Version Management: Manage versions
Document Templates
Common Templates
Preset templates:
- Tutorial Template: Tutorial format
- FAQ Template: Q&A format
- Troubleshooting Template: Troubleshooting format
- API Doc Template: API documentation format
Custom Templates
Create custom templates:
- Design document structure
- Define content format
- Save as template
- Reuse templates
Collaboration
Team Collaboration
Collaborative editing:
- Permission Management: Assign edit rights
- Co-editing: Multiple editors
- Comments: Add comments
- Review Process: Document review
Review & Publish
Review mechanism:
- Create Draft: Edit content
- Submit: Submit for review
- Review: Reviewer checks
- Publish: Publish after approval
- Monitor: Track effectiveness
Best Practices
Content Writing
- Clear and specific titles
- Accurate and detailed content
- Clear and easy steps
- Supporting images
- Regular updates
Organization
- Reasonable categorization
- Clear hierarchy
- Consistent naming
- Complete indexing
User Experience
- Simple interface
- Fast search
- Easy navigation
- Mobile-friendly
Continuous Optimization
- Collect feedback
- Analyze usage data
- Optimize content
- Improve knowledge system
Document Examples
Getting Started Example
Title: How to Get Started
Structure:
- Register account
- Choose package
- Configure usage
- Common questions
Tutorial Example
Title: XX Feature Tutorial
Structure:
- Feature introduction
- Use cases
- Step-by-step guide
- Important notes
- FAQ
FAQ Example
Title: Connection Issues FAQ
Structure:
- Q: Cannot connect, what to do?
- A: Detailed solution steps...
Troubleshooting
Cannot Save Document
Check:
- Is network connection ok
- Do you have edit permission
- Is content too large
- Is browser compatible
Search Cannot Find
Possible causes:
- Document not published
- Insufficient access rights
- Keyword mismatch
- Search index not updated
Format Issues
Solutions:
- Use standard format
- Clean copied format
- Use templates
- Check HTML code
Next Steps
- Ticket Management - Handle user issues
- User Management - Analyze user needs
- System Config - Configure document system