New

Release Update

Enhancements

1. Version as menu

Add public versions as a menu on your knowledge base articles page. This helps you showcase the available versions in your knowledge base and provides easy navigation for your end-users.

To access the version display setting in the knowledge base portal, go to Settings → Knowledge base portal → Localization & Versions → Localization & Versions (tab) → Display versions as a menu (toggle) → ON

For example, you have multiple public versions such as FAQ, Troubleshooting, Sales, and Customer support in your knowledge base. When the 'Display versions as a menu' toggle is set to 'On', the public versions are displayed as a menu. When the toggle is set to 'Off', the public versions are displayed as a dropdown.

Read more →

2. Readers self registration

• The Export option has been added to the domain restriction(s) section. The option can be seen at the top-right of this section on the Readers self registration page. The entire list can be exported as a CSV file onto your local device storage
• Now, you can sort the Domain column by clicking the column header

Read more →

3. Team accounts and readers

• A new option to skip sending invitation mail when team accounts and readers are added has been introduced. The Skip invitation mail checkbox is available in the user addition module on the Set up the basics stage
• The invitation email can be disabled for bulk team accounts and readers import as well
• Earlier, this option was available only for SSO users. Now, this option is available for all users

Read more →

4. Find and replace option in WYSIWYG editor

The find and replace option is added in the WYSIWYG editor. This allows you to search any text within your article and replace it with another text. You can also use this to find the occurrences of the text content in the article.

Read more →

5. Backup & Restore

We had made a few enhancements to the Backup and Restore feature. The backup type and validity for the subscription plans are changed. Check our pricing page for more details.

The restore option has been enhanced to accommodate granular-level restoring. Below are the restore options available now:

• Documentation - You can restore any particular article/category/language/version. Earlier, you could only restore the complete documentation
• Home page builder - You can restore any particular home page. This includes the home page configured with custom CSS
• Custom CSS - You can compare the custom CSS of the backup and the current version. The changes made in the current version are highlighted
• Custom JavaScript - You can compare the custom JavaScript of the backup and the current version. The changes made in the current version are highlighted

Read more →

6. Variables (Content reuse)

Formatting options are added for the variable. Previously the variable text would appear as normal text. This helps you to have formatted text as in-line content in your articles. The following formatting options are available now:

• Bold
• Italic
• Underline
• Strikethrough
• Font-size
• Font family
• Text color
• Background color
• Subscript
• Superscript
• Insert links

Read more →

7. Export to PDF

Cancel option has been added in the export to PDF option. This allows you to cancel the ongoing export process.

If you want to cancel the export process, click the '✖' Cancel icon, and the '🚫' Last export canceled icon appears next to the last modified date.

Read more →

Improvements

UI/UX improvements

• Copy link icon is added to the published articles in the editor
• +New (New folder) icon is added on the bottom left of the Drive, similar to Documentation

Other improvements

• Minor performance, bug fixes, and security improvement can also be observed in the knowledge base portal and site

New

Release Update

New features

1. Shared articles

This feature is added to Document360 based on popular customer requests. The Shared article feature lets you display one article in multiple categories. The shared articles are termed as References.

• Use the ••• More option next to the article, select Also display in, choose the category/subcategory, and click on the Share button. You can choose multiple categories when you share an article. (This is one of four ways you can acccess the 'Also display in' option)

• The shared article feature can also be accessed when creating a new article. Select the Link existing in the Add article module. Search and select an article from the Select article search bar, and click on the Create button.

The article would be referenced in the selected category/subcategory and can be identified with the shared icon displayed next to it.

Original article & Referenced article

• The original article serves as a primary copy, and all the changes to content and settings would reflect across all the shared copies(references).
• Click on the View references icon on the right in the editor to view the linked instances.
• You can navigate to the shared article or remove the reference(stop sharing) in the selected category
• This referenced article does not have any edit capabilities. Except for the article slug, all the other elements are linked to the original article.

Read more →

2. Cloning articles

Create a clone article of an existing article from your project's respective version and language.

Select the Copy existing in the Add article module. Search and select an article from the Select article search bar, edit the article title, and click on the Create button.

Your clone article will be added to the respective category/subcategory with a new article indicator (light-blue dot) to show that it has not been published.

Read more →

Enhancements

1. Intercom extension

There are two notable enhancements to the Intercom extension feature.

• When you share an article link to the customer in the chat response, the customer can open and read the Document360 article inside their messenger window. Earlier, the article would navigate and open in the knowledge base site
• Create an article from the Intercom, and the article is added to the selected category as a draft

Read more →

2. Internal links in the new version

When you create a new version in your project using an existing version as a base version, you can find a new selection Internal links - New(default) or Existing.

• If you select New, all the internal article links would be altered to point to the newly created version of the article

For example, /v2docs/Installation would be changed to v3/docs/Installation)

• If you select Existing, all the internal article links in the new version would still point to the base version's article

Read more →

3. Knowledge base assistant

Now, you can add category page and category index in Single and List actions for a URL mapping in the Knowledge base assistant. Previously, you could add only articles in these actions. This improvement allows you to display categories in your knowledge base assistant.

Read more →

4. Analytics

• We are now capturing the analytics data of category pages and category index under the Leading categories metric in the Performance analytics page. The index and pages can be identified with the View in knowledge base icon next to them
• Link validation at a Category page-level has been introduced with this release
• In Team accounts page in Analytics, we have included the category pages in the Most viewed articles and Articles created section. The pages can be identified by a folder icon next to them
• We have added a new column Feedback status in the Feedback page in Analytics. This section displays a percentage bar for each article/category page comparing the likes (green) to dislikes (red).

Read more →

5. Users & Security

• Bulk select and add is now available while adding team accounts or readers to their respective groups. Earlier, only one account could be selected and added at a time
• For new or invited SSO team accounts and readers (also applies for regular Document360 users), the invited by and date/time information can be viewed. Click on the respective accounts in the Team accounts or Readers page in User & Security

Read more →

Improvements

UI/UX improvements

• The Add article module in the documentation editor has been redesigned to accommodate the clone article and shared article feature
• We have added two new fields in the mobile version of the Sign up page. The subdomain and project access type(Public/Private/Mixed) can be added at the time of sign up
• Similar to articles, the likes, dislikes, and feedback option has been added to Category page

Other improvements

• Project version name's character limit has been extended from 20 to 30 characters

• Previous and Next button at the article bottom can now be localized in the selected languages (Settings → Localization & versions → Localization variables → Article bottom)

• In the header section of the Home page builder, we have extended the ability to add article slugs in the Custom URL selection

• Minor performance, bug fixes, and security improvement can also be observed in the knowledge base portal and site

New

Release Update

New features

1. Feature explorer 2.0

We have given the Feature explorer a brand new facelift and optimized the user learning experience. This page can be accessed by clicking on the trophy icon on the left menu bar (Only for trial accounts). There are two levels, Basic quick start and Advanced quick start. The phases are tracked, and each level of achievement is recognized with a virtual trophy. Complete the exploration list on the Basic quick start to unlock the Advanced quick start. The module also contains supporting materials such as a link to the feature document and tutorial videos(If available).

Even when using the knowledge base portal, if the user tries out a feature for the first time, this would be recognized and recorded in the feature explorer. You can choose to hide the automatic initiation of the 'Quick start' module for 24 hours by clicking on the checkbox below.

2. Insert LaTeX in editor

We have added the Insert LaTeX tool in the Markdown and WYSIWYG editor. We can use LaTeX to write mathematical equations in Markdown. To write the inline LaTeX formula, use a single $ before and after the equation.

To add the LaTeX expression click on Insert latex option and a sample latex syntax ($a^2+b^2=c^2$) appears. You can add more equations and expressions using the free or paid LaTeX expression generator tools available on the web. The frequently used LaTeX expressions can be saved as a Variable or Snippet for a quick insert.

Enhancements

1. Article redirect rules

Redirection types

We have added two types of article redirect

• Ends with - To set redirection rule for URL text next to the domain name in the article URL

For example, Source: /docs/Installation-guide to Destination: /docs/Support-guide

• Replace with - To set redirection rule for the URL text between the domain name and article slug

For example, Source: /v1/Installation-guide to Destination: /v3/Installation-guide

To access the redirect types, go to Settings → Knowledge base site → Article redirect rules → New redirect rule(button). Select from either one of the types (Ends with or Replace with).

Import redirect rules

You can now import redirect rules in bulk on the Article redirect rules page. To access the Import redirect rule, go to Settings → Knowledge base site → Article redirect rules → Import redirect rule(button). Choose and add the CSV file with all the sources, destinations, and redirection types.

The CSV file (less than or equal to 1MB) should follow the Document360 standard import template, which can be downloaded from the blade window by clicking on the standard template. The redirection rules (Source path, Destination path, and Redirection type) would be validated and reported in the blade with the valid and invalid rules available.

A download icon can be observed next to Invalid rules, which downloads a spreadsheet with the reason for the Invalid rule.

Filter option

A Search, Modified date, and Type filter have been added to the redirect rule page. This helps you narrow down the rules you are looking for. This option comes in handy for bulk operations such as Remove or Export.

Export redirect rules

The Export option has been added to the article redirect rules page. The option can be seen at the top-right of the page. The article redirect rules can be filtered using the Type(Ends with, Replace with, or Both), Modified date, and the Search keyword filter. The entire list or the filtered list can be exported as a CSV file onto your local device storage.

Bulk redirect rule remove

The pagination display 50 redirect rules on a single page. If you click on the Select all button, the 50 records available on that page will be selected. If you wish to choose multiple other page records, navigate to the next page and click on the 'Select all' button. Click the Remove button at the top.

As an improvement, we have added more context to the auditing events captured for actions on individual redirect rules. The rule itself would be shown in the redirect rule record.

2. Localization

There are a couple of enhancements to the localization feature.

• When performing bulk or individual article translate, the content from the latest published article in default language would be translated and overwritten on the selected languages
• If you have linked any articles in the default language article or any internal article heading link, after translation, the link would be referenced to the selected language article rather than the original link.

For example, If the article 'Getting started' in English language is linked in another English language article 'Installation support'. When you translate the article 'Installation support' to French, the hyperlink used to link the 'Getting started' article would be altered to point to a similar article in the French language.

3. Portal search - Articles

We have added two additional filters in the Full portal search for articles. The filters are Status (New, Draft, Published) and Contributor. When you select any filter and click on the Apply button, the article will be narrowed down based on the selection.

Improvements

1. Users & Security

There are multiple enhancements in the Reader feature.

• A new option to skip sending Invitation mail when SSO users (Team accounts and Readers) are added has been introduced. The Skip invitation mail checkbox is available in the user addition module on the Set up the basics stage
• The Invitation email can be disabled for bulk SSO team account and reader import as well
• Reader can now customize their profile information such as first name, last name, and profile image. Previously, there was an option to change just the reader email.
• For reader email change, password verification has been added for added security

2. Knowledge base site

• On the knowledge base site, a clickable breadcrumb has been added below the menu section from the second-level category. For first-level categories and articles, this will not be applicable
• The navigation of Next and Previous articles have been added at the bottom of the article. This can be turned off on the Settings → Knowledge base site → Article settings & SEO → Article bottom page

Other improvements

• The UI has been improved for the Insert links option on the Markdown and WYSIWYG editors
• Minor performance, bug fixes, and security improvement can also be observed in the knowledge base portal and site

Release Update

New

New Features

1. Bookmark link in an article

Interlinking inside the article content was not directly available in the Document360 editors. With this release portal, users can search for and add links to the heading from the same article.

Just click on the hyperlink tool in either of the editors (Markdown or WYSIWYG) scroll down the overlay to find link to current article heading. Click on the dropdown and select from the Heading tags available in the article. The slug URL would be added to the Destination URL at the top, type in the Link text and click on Ok.

2. Home page builder Themes.

Earlier users must choose the default home page builder template or write their custom CSS to customize the home page for their Document360 knowledge base. We have added three new predefined home page themes that can be applied and customized easily.

You can preview the home page theme on its look and feel. If you are not satisfied with the theme, click on the discard button, and the home page will be reverted to the previously published version.

3. Full portal search for Tags, Users, and Settings.

We have introduced full portal search across All, Tags, Users & Groups, and Settings in addition to the existing Article and Drive tabs. This page can be accessed by clicking on the 'search' icon on the left main menu bar or the top bar search in the knowledge base portal. Another major update to this feature is that items from the recycle bin also appear in the search result.

If you are using the top bar search from anywhere in the knowledge base portal, a maximum of five results would be displayed in the dropdown.

Enhancement

1. Billing

Multicurrency support

We have introduced the multicurrency payment option to help customers avoid additional international transaction fees and currency conversion charges. Choose your convenient currency to pay for your Document360 subscriptions. You can pay your subscription bills in USD (United States dollar), GBP (Pound sterling), EUR (Euro), or AUD (Australian dollar).

For example,, say you own a UK-based credit card, and you want to pay in USD instead of GBP because it's cheaper based on the currency conversion rate. You can choose USD as your currency, but the bank might impose an additional transaction fee for currency conversion on your credit card.

Best practices Add-on

We have introduced a one-time add-on that provides expert help setting up and managing your knowledge base. Our experts would assist you in configuring your knowledge base and guide you in best practices.

2. Links status

The link limit has been defined for each pricing tier (For example, the Business tier gets 5000 links). If the limit is exceeded, the validation would only be performed for the available limit (old links would be prioritized, and newer links would be excluded). The extra links that exceed the limit are not validated. Article level validation is also not possible for those links.

For example, your total link limit is 10000, but the total links count in your project is 10500. Only the first 10000 links are validated when you perform the links validation. The recently added 500 links are not validated.

To validate all the links in your project, contact our support team support team to increase the limit.

3. Zapier integration

Users can now choose to publish the articles created with the integration. Earlier, only the main version could be selected to add or append an article. With the latest update, users can choose any available version and language to manage articles.

4. Export to PDF

Design template

Users can now disable hyperlinks in the exported PDF in the design template. Also, the table of contents(TOC) can now choose to display the Heading (H2, H3, H4) tags in the exported PDF.

Article/category page export

Earlier, only published articles/category pages could be exported, but now new and draft articles/category pages would be exported as individual articles.

4. Custom article status indicator

Now you can add a custom status indicator for your article. This status is visible on the knowledge base site.

For example, you want to show the end-users that an article is only for Beta users. You can add the custom status indicator as Beta.

The custom status indicator is enabled by default. You can enable/disable it as per your requirements. Go to Settings → Knowledge base site → Article settings & SEO → Article settings (tab) → Category manager → Custom status indicator.

Use the toggle switch to enable or disable the custom status indicator. Use the background color picker or HEX code to choose any custom color.

To change the custom status indicator text in the available languages, go to Setting → Localization & versions → Localization variables → Category manager. Type the text for each available article status indicator in the respective language.

To set the custom status indicator in individual articles/category pages, go to article/category page settings in documentation editor or via bulk operations.

Improvements

• 'Text' has been added to code blocks in both the Markdown and the WYSIWYG editors
• Minor performance, bug fixes, and security improvement can also be observed in the knowledge base portal and site

1. UI/UX update

We have amended a few changes in the Security menu grouping. Users & Security is the new grouping we have added in the Settings. To get access to feature under 'Users & Security', go to Settings → Users & Security.

Please find below the new menu tree-view and their respective help article links

Users & Security

I. Knowledge base portal

• Team accounts & Groups: Team accounts | Team account groups
• Content role & Access: Project, version, and language level content access
• Roles: Portal role | Content role

II. Knowledge base site

• Readers & Groups: Readers | Reader groups | Readers self registration
• Site access: Public | Private | Mixed
• IP restrictions: Allow/Block knowledge base access for IP range(s)

III. Common

• Enterprise SSO: SAML | OpenID | JWT

2. Roles

Earlier the roles of a team account or group can be assigned as Owner, Administrator, Editor, Draft Writer, or Custom role which defines the set of permissions to the project. Now with this update, the roles feature is split into two types of roles.

Portal role

Team account's access to features in the knowledge base portal

Content role

The content role defines the permission for knowledge base content a user can perform in the knowledge base portal.

To explore the Roles feature, go to Settings → Users & Security → Roles

If you are an existing user, you might have already defined the roles in the knowledge base. Please check the below table to get an insight into how the roles have been updated in an effective way

For example, If a team account was assigned as Editor in the project, now with this update: the portal role would be Contributor and the content role would be Editor.

Similarly, If a team account was assigned a custom role, the portal role would be Custom and the content role would be Custom, say you have been assigned the custom role named UX writer and desired set of permissions, now with this update: the portal role would be UX writer and the content role would be UX writer, the set of permissions would be the same as before.

3. Article content security access

Another handy update is the addition of managing content access at an article level. Earlier users cannot manage access to an individual article in a category. Now you can enable article access to any team account(s) or group(s) associated with the project.

Navigate to your desired article in the knowledge base portal, then click on ••• → Security → Knowledge base portal access control (or) Knowledge base site access control. You can manage the content access of the selected article.

4. Deny access

We have added the option to deny access to any team account or team account group (or) reader or reader group at version, language, category, or even individual article level.

When you deny access to any team account or reader, they cannot access the knowledge base unless the access is enabled.

For team accounts and team account groups

The version and language level access can be managed through the Content role & access (Settings → Users & Security → Control role & access). The category and article-level access can be managed at an individual level in the documentation editor section.

For readers and reader groups

The version and language level access can be managed through the Site access (Settings → Users & Security → Site access). The category and article-level access can be managed at an individual level in the documentation editor section.

When you hover the mouse pointer over the items, you would find the Deny access icon on the right. Click on the icon and then Yes in the Deny access confirmation prompt to restrict the access.

5. Mixed site access

Earlier the knowledge base can only have either of the two visibility settings, Public or Private. Now with this update, we are introducing a third site visibility option. The Mixed knowledge base site access.

Mixed is a hybrid site access setting that allows parts of the knowledge base to be public and parts of the knowledge base to be private access only for reader accounts with login credentials.

For example, In a knowledge base project with versions like v1, v2, and v3. The versions v1 and v3 can be set as 'private', whereas version v1 can be set as 'public'.

This mixed site access applies for versions, languages, categories, and even at an article level.

Switching the knowledge base site access

Click on Settings → Site access and select Mixed from the three options available.

If the knowledge base is being switched from Private or Public to Mixed site access, then few changes in the granular level access permissions can be observed.

Similarly, if the knowledge base is being switched from Mixed to Public or Private site access, then all the granular level access permissions would be reset.

New

Release Update

New Features

Full portal search

A dedicated space to search the entire project content is now available on the knowledge base portal. Perform a combined search across all the versions and languages at the same time. Click on the search icon on the left-side main menu to access the Full portal search.

The search engine work similar to the other search functionalities in the portal. Type in the keyword and narrow down the results using the filters (version, language, visibility, tags, date range). Users can preview the article/category page. Users can then preview the article or navigate to the article in the editor.

As the search is performed universally in the project, the search also covers files in the Drive as well. Users can switch between the article and Drive search using the tabs available below the search bar.

Enhancement

User-defined password on Signup

Earlier in the Document360 signup page, new users would provide a password on the initial form page. With this new update, the set password module has been moved to the post-activation stage. As a new user you would sign up for Document360, and an activation mail would be sent to the registered email address.

You can access the portal for the next 24 hours, but it is recommended that you activate your account. Post the 24 hours the activation link sent in the mail should be used and a password should be set to use the portal for the next 14 days. Also, the activation mail earlier had a 24-hour validity which has been removed.

JWT logout page

Earlier when JWT SSO reader logs out from KB, they would land on the regular Document360 identity logout page. With this new enhancement, any webpage can be set as a logout landing page. This option can be configured on the JWT setup page (**Settings→ Security→ Enterprise SSO → JWT→ JWT Basic configuration). Add the custom page link in the *Logout URL*(optional).

If the custom logout link is not provided, they would land on the new logout page designated for the JWT SSO readers. Read more →

Export to PDF – Design template updates

Go to Content tools → Import & Export → Export to PDF → Design template

a. Custom sizes for the Logo on the Cover page

Earlier users can upload their logo on the cover page, but the size was predefined. Now with this enhancement, users can select the three standard square sizes available Small(100px), Medium(150px), Large(200px), or choose a custom size in pixels. The canvas size can be between 20 and 300 pixels in both width and height.

b. Custom sizes for the watermark image

Earlier users can either add a watermark text (For ex. ‘Confidential’) or upload any image as a watermark, but the size was predefined. Now with this enhancement, users can select the three standard square sizes available Small(150px), Medium(200px), Large(250px) or choose a custom size in pixels. The canvas size can be between 20 and 350 pixels in both width and height.

c. Footer text

Along with the page numbers in the footer section, users can add custom footer text to the PDF document. The footer text does not have a character limit, the font face and size can be customized based on the requirement. As the footer space in the PDF page is dynamic based on the text, and font size, the text would not appear truncated in the final document.

Improvements

• Greek has been added to the language list available for knowledge base localization
• Minor performance, bug fixes, and security improvement can also be observed in the knowledge base portal and site

New

Release Update

New features

1. Recycle bin for categories and articles

One of the most requested features by our customers, the Recycle bin for deleted categories and articles is now available in Document360. Now users don’t have to worry about accidental article/category deletions, as the item would be available in the recycle bin.

Users can restore the deleted item anytime in the next 30 days unless the article/category has been manually deleted from the recycle bin as well.

The Recycle bin can be found above the category manager (left navigation pane). Users can find the deleted article/category along with the information like Name, category path, deleted by, date modified, and date deleted. The deleted items can be restored in a matter of seconds by clicking on the ••• More → Restore option.

For easy access users can also use the Delete forever to remove specific articles/categories (or) use the Empty recycle bin option to remove all the items in the bin.

Read more →

2. Custom email domain authentication

By default, notification emails sent to the Document360 team members and readers are sent from support@document360.com. Now users can configure their custom email domain on Document360, so the notification emails are sent from the configured custom email domain.

Users can access this new feature in the Settings → Knowledge base portal → Notifications → Email domain tab. To enable this feature users must first point DNS entries from their DNS provider (like GoDaddy, Rackspace, Cloudflare, etc.) to Document360. It may take up to 24 hours after configuration for a custom email domain to be recognized.

Read more →

Enhancements

1. Drive file search

We have enhanced the file search capabilities in the Document360 Drive. We have also added an Empty recycle bin option to the Drive's bin folder.

a. Folder specific search

Earlier when the users perform a search on the Drive, the search would be spread across all the files on the Drive. Now with this update, users can search in the files specific to the folder or subfolder they are in at that moment.

b. Extended Search bar access

Earlier search capabilities were only limited to the ‘All content’ page and overview pages of folder and subfolder on the Drive. Now with this update, the search functionality has been added to the Recent, Starred, and Recycle bin folders on the Drive. The search would be spread across the respective folder selected.

c. Empty recycle bin

Another handy update to the Recycle bin on the Drive is the addition of the Empty recycle bin option. Earlier users had to manually select all the files in the recycle bin one page at a time and use the Delete forever option. Now with just the click of the Empty recycle bin button, the entire recycle bin can be emptied.

2. Export to PDF

a. Header image customization

Earlier, in the PDF design template (Content tools → Import & Export → Export to PDF → Design template) the Header image was predefined and cannot be changed. With the latest update users can choose the Image size dropdown and select from small, medium, large, or any custom size in pixels (Height - 20px to 85px and Width - 20px to 150px).

b. Quick navigation in the Preview window

Users can easily click on the quick navigation options (Cover page, Table of content, Content) found on the preview window on the right. The preview jumps to the selected option in the generated PDF.

c. Live preview

We have added the live preview option to the design template page. As the user edits the different aspects of the template (For ex. Cover page title) the preview window on the right would also display the changes live.

d. Team audit and notifications

Earlier, only the export event was captured in the Team auditing section. With this latest update, all the activities such as creating, updating, or deleting the content and design templates. The same applies to the notification sent for these events in the Export to PDF feature.

Improvements

• We have introduced the option to input Dart language codes using the Insert codeblocks option in both the editors (Markdown and WYSIWYG)

• The Search in PDF attachments on-demand service can be activated by contacting support directly from the smart bar seen below the search bar in the Drive folder

• As a major pricing revision is being rolled out effective from October 30, 2021, some noticeable changes can be observed in the Billing section and the Pricing page

• Minor performance, bug fixes, and security improvement can also be observed in the knowledge base portal and site

New

Release Update

New Feature

Search in attachments

Search inside attachments – Knowledge base portal

Project team members can perform a keyword search for the content inside PDF files on the Drive. This comes in handy when a particular file needs to be chosen, but the file name does not specify the search term. Earlier the same operation would involve manually downloading the PDF, opening it in a viewer, and then searching for the keyword.

This functionality can be used in the Drive menu option and accessing Drive through ‘Insert file’’ from the documentation editor.

Only a PDF file less than 10MB in size would get indexed for search and the cap for indexed files is 1GB. An indexed icon can be found next to the PDF files on the Drive.

Enable attachment search filter - Knowledge base site

Readers of your knowledge base can now search for content inside PDF attachments. This search functionality is an add-on feature in the knowledge base portal and would be activated for customers on-request* basis.

Once activated, users can enable or disable the search in attachment option from the knowledge base portal (Settings → Article settings & SEO → Article settings → Search setting → Show attachment tab in search). If the toggle is enabled, readers on the knowledge base using the search bar have the option to choose keyword search results from articles and attachments.

Please contact customer support (support@document360.com) to activate this add-on feature in your project.

Enhancement

1. JWT Reader Group restriction

Reader group restrictions have now been introduced for JWT readers. Henceforth, while creating a JWT token for readers, the reader group Id can also be passed. This will result in applying the same level of restrictions to JWT readers similar to that of the Document360 readers associated to that group. Multiple group Id can also be passed as comma-separated parameters. Another minor enhancement is the option to specify the 'session validity' (duration in minutes) during token generation.

2. Export option in ‘Page not found’ overview

Now users can export the ‘Page not found’ data from the ‘Page not found’ overview page (Analytics → Page not found) into a CSV file. Users can use call the filter options available such as User agent type, Date range, and search results. Once the data is filtered, click on the Export button at the top right, the report would be generated, and the Download option would be visible adjacent to the export button shortly after.

The downloaded file can be accessed on MS Excel. All the data parameters you find in the ‘Page not found’ overview page would be presented as rows and columns in the spreadsheet.

3 . 'All content' in Drive

A new section is available in the Document360 Drive called the All content. This option is available on the left side below the Recent, Starred, and Recycle bin folders on the Drive. Users can view all the individual knowledge base assets irrespective of the folder/sub-folder they are grouped in.

This comes in handy when users want to perform bulk operations on all/selected files. The bulk operations available here are Remove, Move, Copy, Download, and Add to starred.

4. Set editor folder in Drive (global level)

An editor folder is the default folder in the Drive where all the image files uploaded directly from the documentation editor using the Insert image would be saved. Earlier the Documentation system folder was set as the default editor folder and could nt be changed. But with the new enhancement, users can set any parent folder on the Drive as an editor folder. Just click on the ••• More option next to the folder and select the Set editor folder option.

If a drive folder has already been set for a particular category, the images uploaded in that category articles would be saved in the mapped folder. The editor folder is just for images uploaded from the unmapped category articles. The image uploaded in templates and snippets would still be saved under the system ‘Documentation’ folder.

Improvements

• We have renamed the Project admin to Knowledge base portal in the Settings menu grouping
• YAML is now available in the code block option on the editors. (YAML is a data serialization language that is often used for writing configuration files)
• Minor performance, bug fixes, and security improvement can also be observed in the knowledge base portal and site

New

Release Update

New features

1. Workflow

The most requested and awaited feature ‘Workflow’ is now available in the Document360 knowledge base portal. Using this nifty feature project team members can define, manage, and track the different phases in the documentation of an article. This serves as a good aide to editors in keeping track of the article statuses in the knowledge base project.

a. Workflow designer

The Workflow designer can be found under the Documentation menu grouping in the new Content tools menu. (Content tools → Documentation → Workflow designer)

The stages of the documentation cycle are referred to as status in the Document360 workflow. Two default system statuses (Draft and Published) and one custom status (In review) would be available by default.

However, users can add custom status based on their requirement, rearrange the order and delete (just custom status). When the status is set as read only, other users will not be able to edit inside the documentation since it would be available only in read-view. They can only assign a user and/or assign a due date.

b. Workflow assignments

A complete overview of all the documents (articles and category pages) in the selected version and language of the knowledge base project. Access this page, just click on the Workflow assignments option above the category manager on the left.

Here, users can view the total document count, Documents that are assigned to the respective user by another team member, the article count in the different statuses, and the article list with filtering options.

Users can view the current Workflow status and the article workflow history at the top left in the documentation editor. By clicking on the dropdown, the user gets the complete info about the past, current, and upcoming article status.

2. Ticket deflector in Knowledge base assistant

Now users can map the existing and live ticket deflector forms on the Knowledge base assistant. We introduced the Ticket deflector (a feature that helps reduce the volume of support tickets by resolving customer queries with self-service support.) in our July release. And in the past release, we introduced Analytics data for the Ticket deflector forms.

When the user has mapped a live ticket deflector, all the form analytics data (such as satisfaction, feedback, answered from KB, search, and form submission) can be viewed. Go to Analytics → Ticket deflectors and select the Knowledge base assistant in the Application dropdown.

If any helpdesk (Freshdesk or Zendesk) is configured on a live Ticket deflector form, that configuration would also be available when you add the respective form on the Knowledge base assistant.

3. ‘Page not found’ data in Analytics

We have added an exclusive Page not found (404 error) section in the Analytics menu. If any visitor access unavailable URLs in your knowledge base, it would be recorded as 'Page not found(in technical terms 404 error). For a healthy knowledge base (and good SEO) this error should be avoided. Users can view the data when such errors occur and resolve it.

Users can also view a drill-down of the User-agent type (source) such as Browser, Bot, or Unknown. Users can view the data for up to 30 days. On the overview page, users can view the list of links that throw the 404 error, User-agent type (Browser, bot, unknown), User agent (For ex. Mozilla 5.0), the timestamp (in UTC), and the URL referrer.

Enhancements

1. Export to PDF data filtering

Content templates

We have added a new tab in the Export to pdf overview page (Content tools → Import & Export → Export to PDF → Content templates). Users can filter and save content templates for export at a category and article level.

This comes in handy when exporting any segment repetitively in your knowledge base. The user doesn’t have to go through the entire process of compiling the articles and categories every time. Instead, they can just click on the Download option and the same content set would be exported again.

2. Import and Export – Language level

Now export and import project versions at a language level. This feature comes in handy when users want to localize/translate a particular version in their project. Users can make use of the translation capabilities in the knowledge base portal. However, when they want to translate huge volumes of articles, they can simply export a certain language, translate it, and then import the same file (.zip) back into the Document360 project. The article in the imported file would be saved as a new version if it’s from the same project. If the user imports a file from a different project, new articles would be created for the same.

This would help users move content from one project to another or have a copy of their knowledge base project as a backup either in markdown or HTML format.

3. Drive updates

1. We have capped the file limit to 5000 per folder. If you have a sub-folder inside a parent folder, that would be treated as a separate folder.
2. Earlier, uploading files directly from the article editor would be added to the Documentation default folder. Now individual folders in the Drive can be mapped to different categories in the knowledge base. If no folder is selected, the files would be uploaded into the Documentation folder. Also, if the sub-category is not mapped to any specific folder in the Drive, then it would be saved under the default ‘Documentation’ folder.
3. Set drive folder – You can set any folder in your Drive to become your default folder (files uploaded directly on the article editor would be saved to the default folder on the Drive). Click on the ••• more option in the top right when a category is selected and click on Set drive folder
4. If the ‘Documentation’ default folder reaches its maximum limit of 5000 files, the next file uploaded or moved would be saved under a newly created default folder ‘Documentation_1’
5. Folder selection can be done now for document elements (Images, Videos) while import of articles from .docx files

4. Category page integration

a. Links status

Category page links have been included in the Links status at the time of validations (Scheduled and manual) and the link overview page. Earlier, the validation would only accommodate article links. The category page links can be distinguished using a category icon next to the link. This applies to the ignored links overview page as well.

Users can easily filter the category page links in the links list by clicking on the quick filter option Category links (or) In the filter bar, select Category links in the Source dropdown.

b. Drive dependency viewer

When users view the file dependencies in the Dependency viewer blade (Drive → Select folder → eye icon next to any file) the category page dependency would be distinguished using the Category page label.

UI/UX updates in portal

1. Content tools

A parent menu item ’Content tools’ has been added to the main menu bar. You can find three menu groupings in this menu blade

a. Documentation

• Templates
• Bulk operations
• Article review reminders
• Tags
• Workflow designer

b. Content reuse

• Variable
• Snippet

c. Import & Export

• Import from Word
• Import & Export
• Export to PDF

2. Settings → Security

A new menu grouping ’Security’ has been added in place of the previous Advanced menu grouping. As the name implies, you can find all the settings about security options under this.

• Team & Security
• Access & Security
• Enterprise SSO

3. Other minor improvements

• Advanced menu grouping in Settings has been removed
• Backup & Restore moved from Advanced to Project admin
• API tokens moved from Advanced to Project admin
• Extensions moved from Advanced to Project admin
• Two new tabs Content templates and Design templates have been added in place of the Export and Settings tab in the Export to PDF page

Improvements

• We have added the breadcrumb (a link trail for navigation till the current webpage) on the What's new feature
• Explainer videos for the feature have been added to modules in the knowledge base portal
• Users can now use category page tags in the Show/Hide rule for Smart bars

New

Release Update

New features

1. Ticket deflectors

Ticket deflectors – Helpdesk configuration

We have added yet another feature to the Ticket deflectors. Now users can raise support tickets from the Document360 ticket deflectors form directly onto third-party helpdesks like Freshdesk or Zendesk.

Here’s how you can configure the helpdesk on the ticket deflector. Click on Settings → Knowledge base site → Ticket deflectors → Notification & Ticket. On the right when you scroll down you can find the Helpdesk ticket section.

a. To configure Freshdesk, add the API key and Domain URL obtained from Freshdesk on the Document360 Helpdesk configuration blade.

b. To configure Zendesk, add the API key, Domain URL, and Zendesk agents’ Email obtained from Zendesk on the Document360 Helpdesk configuration blade.

Each time a reader raises a ticket, a replica of the ticket would be recorded on the helpdesk platform you have configured.

Ticket deflector – Analytics

Analytic data is now available for the Ticket deflectors. You can access this by clicking on the Analytics menu and Ticket deflector option.

Here you have access to four sections • Dashboard • Feedback • Satisfaction • Search

Each section gives a distinct drill down into the different analytics data. This data helps to understand the reader, retune the ticket deflector, and address the changes required in the knowledge base.

2. JWT

A JSON Web Token (JWT) is a means of representing claims to be transferred between two applications. JWT is used only for the Readers login.

You can easily create a JWT (Settings → Advanced → Enterprise SSO → JWT) which is referred to here as the Client secret. You can use this in your application to configure Document360 Enterprise SSO login for your reader. Unlike the other IdP options available (Okta, Azure AD, etc) the user is not required to have a separate reader account on Document360; the account on the client application would do. After the JWT login is enabled, the reader can use the client application credentials to log in to the Document360 knowledge base site as well.

3. Download article as PDF on Knowledge base site

We have now introduced the option for readers of your knowledge base site to download individual articles as a PDF. The download PDF option would be available on the top left of the article, along with print and share buttons.

By default, this option is enabled in your new or existing project. You can disable this by going to Settings → Knowledge base site → Article settings & SEO → Article settings. In the Article header section, turn off the Show download PDF button toggle to disable this option for your readers.

Enhancements

1. Billing and payments

a. Version add-on

Now you can buy additional version add-ons with new restrictions based on your higher plan tier (For ex. If you are a customer in the Startup plan, you can purchase a version add-on with the available business tier plan versions). This option is available across all the plan tiers.

b. Team accounts add-on

The restrictions for the number of team accounts have been lifted and you can now purchase any number of team accounts on your project irrespective of the plan tier. This option is available across all the plan tiers.

c. Downgrade plan by yourself

Earlier, if you wanted to downgrade your project from a higher plan tier to a lower plan tier (For ex. Enterprise → Business) you had to contact customer support on Document360. Now you can do it by yourself in few simple steps by unchecking the option in the downgrade window (Settings → Billing → My plans → Downgrade). The only limitation here is that few dependency features like Content reuse, Ticket deflector, Custom roles, and Enterprise SSO have to be manually altered or disabled before you can proceed with the downgrade.

d. Get feature

We have added the Get feature button on the different feature pages in startup and business tier plans. You can also view a brief intro on what the feature does and an explainer video on the right. When you click on the Get feature button, a billing blade would open with all the feature list, add-ons, and cost information. You can click on the Confirm payment button and your plan would be upgraded to an upper tier.

e. Feature caps changed

Now you can enjoy the revised cap for API tokens and the Article review reminder feature across all the plan tiers. API token is set to the max limit of 10 and Article review reminders to a max limit of 10.

2. Integration rules (Show/Hide)

You can now set Show and Hide rules for all the configured third-party integrations in your knowledge base. You can configure the conditions based on IP address, Project, and Language.

Go to Settings → Knowledge base site → Integrations and click on an already configured integration or add a new integration. In the Add integration blade, you can find the Advanced insertion rules section. Now choose the Show and/or Hide rules. Once you’re done, click on the Add button at the bottom.

3. Ignored links on Links status

Now we have added a new link type called Ignored links along with the working, broken, redirected, and unknown. In this context when you add a link to the Ignored link category, that link will be omitted from all the upcoming scheduled and manual validations. Any team member with access to Links status can Ignore or include links anytime and any number of times on their project.

Improvements

• Overall performance and security of Document360 has been improved
• Adding new languages in a version is now easy with an exclusive icon for languages on the versions page
• Export to PDF in the Portal is capped at 2 MB. Users might face issues when they try to export the project to pdf when the size of all the articles in the project is more than the 2 MB limit.
• We have now limited the subdomain name to 63 characters