Edit an article

Learn how to write and edit content in KnowledgeOwl's WYSIWYG and code view editors, including: adding images and file assets, linking to other sites, adding code examples, and the editor's keyboard shortcuts.

Adding images and files to articles

Images, screenshots, or sample files can add examples and detail to your documentation. The process of adding files and images to articles differs a little between the Modern Editor and the Legacy Editor.

Modern Editor: files

Click the file (Upload File) icon. You can choose to upload a new file or add an existing file from your library.

Upload file icon

To upload a new file, drag and drop the file into this pop-up, or click anywhere in the Drop File box to browse to a file for upload.

To add an existing file from your library, click the folder icon.

Add from Library icon

This will open a pop-up where you can search for files, with the most recent files first. Click the image you'd like to upload and click the Insert File button.

Add from Library pop-up

Modern Editor: images

To add images to your articles, edit your article and click on the Add Image icon near the upper left (or use Ctrl + P).

Add Image button

You can choose to upload a new image, add an image by URL, or add an existing image from your library. 

To upload a new image, click the icon with the arrow pointing up. You can drag and drop an image into this pop-up, or click the window to browse to an image for upload.

To add an image by URL, click the chain links, add the URL for the image, and click Insert:

Add from URL icon/pop-up

To add an existing image from your library, click the folder icon:

Add from Library icon

This will open a pop-up where you can search for files, with the most recent images first. Click the image you'd like to upload and click the Insert File button.

Sample Add from Library pop-up

Legacy Editor: images and files

To add images or files into your articles using our Legacy editor:

  1. Open your article in edit mode.
  2. Click on the Add File / Image button near the top.Screenshot showing the Legacy Editor with a callout to the Add File / Image button
    Legacy Editor Add File / Image button
  3. This will open the Add from Library pop-up, displaying the most recent files first.
    Screenshot showing the Add from Library pop-up that opens once Add File / Image is clicked
    Sample Add from Library pop-up in Legacy Editor
  4. To use an existing file in the library:
    1. If necessary, use the search bar at the top to search for the file you want to add.
    2. Click on the file or image to select it.
    3. Click the Insert File button to insert the file into your article.
      Add from Library search, selection, and button
    4. Be sure to Save your article after you insert the files/images you want!
  5. To add a new file to your article and the library:
    1. Click the Upload New File button in the lower left corner.
      Upload New File button in lower left
    2. This will open an explorer window; navigate to the file you wish to upload, select it, and click the Open button in the lower right.
      Sample explorer window to find and select the file you want to upload
    3. You'll see the name of the file you selected for upload in the lower left. Make sure it's what you wanted. Then click the Insert File button to insert the file into your article.
      Uploaded file name replaces the Upload File button in lower left
    4. Be sure to Save your article once you've added the files/images you wanted!

Editing and updating files in articles

Every file you add to an article in your knowledge base is stored in your File Library. You can access files there to update the name, the file itself, and labels associated with that file.

Renaming files

By default, files are uploaded with a name based on the file you originally uploaded. This is the name that will show up when the file is downloaded/opened.

If you'd like to edit this to something more user-friendly or search-friendly:

  1. Go to Library > Files.
  2. Find the file you'd like to edit (use search or the Labels filters if necessary).
  3. Click on that file.
  4. Click the Edit link in the lower left corner or just above the file thumbnails on the left.
    Click on the file and then click either of the two Edit links
  5. This will open the Edit File  pop-up. Edit the File Name to be what you'd like.
  6. Click the Save File button in the lower right.
    Edit the File Name and then Save File

Updating files

Linus is a busy little owl, and he updates a lot of screenshots and articles. Whenever he can, he reuses existing screenshots in the File Library. When it comes time for him to update that screenshot, rather than manually replacing the screenshot in every single article he used it in individually, he updates the existing file in File Library with the new screenshot.  This approach has some great advantages:

  • It's a real time-saver for editors (one update in File Library rather than manually editing a bunch of articles)
  • It keeps the File Library from getting bloated with old/outdated/duplicate copies of files
  • It guarantees that everywhere the screenshot was used, it's updated to the latest version of the file

We strongly recommend updating files from the File Library!

To make this kind of update:

  1. Go to Library > Files.
  2. Find the file you'd like to edit (use search or the Labels filters if necessary).
  3. Click on that file.
  4. Click the Edit link in the lower left corner or just above the file thumbnails on the left.
    Select file and click one of the two Edit links
  5. Click the Upload New File button in the lower left.
    Upload New File
  6. Navigate to and select the new version of the file you want to replace the existing one.
  7. The name of the file you've selected will display in the lower left corner. If this is correct, click the Save File button in the lower right.
    Confirm new file to be uploaded in lower left is correct and Save File

As the warning at the top of the pop-up notes, while most articles will update immediately, some can take up to an hour to update. Contact us if you have issues with a file not updating.

Working with links to other websites

There are two different ways you can link to websites outside of KnowledgeOwl:

  • URL redirects, in which an entire article or category in your knowledge base redirects to another site
  • links included within the text of an article

This article will walk you through working with both types of links.

URL redirects

In some cases, you may want clicking on an article or category in your knowledge base to redirect someone to an external website, such as your company's employee portal or help desk. To get this behavior, you'll set up the content as a URL redirect. You can set up redirects at the category and article level.

Category URL redirects: New category

You can create a new category from scratch as a URL redirect by checking the URL Redirect option when you create the category. This will prompt you to add the URL you want to redirect the category to:
Sample new category URL redirect configuration

If you click Add and Edit (or save the category and later open it for editing), you'll see the Category Type listed as URL Redirect and two new fields under the Category Description:

  • Redirect URL: the URL this category will redirect to
  • Redirect Link Behavior: determines whether clicking on this article in your knowledge base will open the URL in a new tab or the same tab (default selection is Open link in same tab)

Once you Save, anyone opening this category will be redirected to the URL you've entered in the Redirect URL.

For example, this category will redirect to the KnowledgeOwl pricing page:

Sample category editor with URL redirect configured

Category URL redirects: Update existing category

You can also change any existing category to a URL redirect by changing the Category Type dropdown. If your existing category has subcategories or articles in it, though, this may make it hard for people to navigate to that content.

Article URL redirects

Create the article as you would normally.

In the article editor, check the box under URL Redirect:

URL Redirect option in article editor

This will add two new fields under your Full Article title:

  • Redirect URL: enter the URL you want this article to redirect to here
  • Redirect Link Behavior: determines whether clicking on this article in your knowledge base will open the URL in a new tab or the same tab (default selection is Open link in new tab)

Once you've filled out both fields, click Save.

Sample article set up as URL redirect

Note: As the warning on this page says, any content in the editor will be ignored when a URL redirect has been enabled.

Insert link to another website in your article body

To insert links to other websites, click the Insert Link button or press Ctrl + K on your keyboard:

This will open a pop-up where you can enter the information for your link:

Here's what each field does:

  1. URL (required): the URL of the site you wish to link to
  2. Text (required): the text that will be displayed in the article 
  3. Title (optional): the text that will be displayed when a user hovers their mouse over the link without clicking it
  4. Name (optional): if you'd like to reference this link as an anchor for quick navigation in your article, or to link from somewhere else
  5. Open in New Tab (optional): when a user clicks on this link, should they be redirected to it in the current tab, or should they be redirected to a new tab?

Once you've set the traits for your link, click Insert. Your link should now be visible.

Here's a sample link: See how amazing owls are


Tip: If you already have a line of text in your article you want to use for a link, you can highlight that text before clicking the Insert Link option. This will auto-populate the Text field.

Testing links to other websites

Once a link is in an article, you can quickly see what URL it's pointing to:

  • Click anywhere in the text of the link to get a small pop-up menu
  • Click the Open Link option

Editing links to other websites

Once you've already inserted a link, you can edit it:

  • Click anywhere in the text of the link to get a small pop-up menu
  • Click the Edit Link option
  • Make any changes you need and click Update

Removing links to other websites

If you want to remove a link and it's related text, you can simply delete it as you would any other text in an article. But if you'd like to remove the link and keep the text:

  • Click anywhere in the text of the link to get a small pop-up menu
  • Click the Unlink option


Working with anchors

Anchors are a great way to navigate between or link to specific sections in your article, like manually inserting invisible bookmarks. To use anchors, you'll need to:

  1. Create the anchor itself
  2. Insert a link pointing to the anchor

Note: if you're thinking of using anchors to create clickable navigation like a table of contents at the top of a long article, consider using a Topic Display category. Or try our Article Table of Contents instead! It will update automatically as you add and edit content.

Creating anchors

Our new editor does not have a dedicated "Insert Anchor" button. For now, the best way to create an anchor is to add it directly in the Code View.

To create an anchor in the new editor:

  1. Put your cursor where you'd like to add the anchor.
  2. Click the Code View button. 
  3. Add this code, adjusting "anchorName" to be the name you'd like to use for your anchor:
    <a id="anchorName"></a>
  4. Save

An example looks like this:

Once that anchor exists, you can insert links to it either from the same article or from a different article.

Insert a link to an anchor within the same article

  1. Click the Insert Link button
  2. Type the anchor name into the URL field, and add a # in front of it (e.g. #this-is-an-anchor)
  3. Type the way you want the link to look into the Text field (e.g. Click Here)

Insert a link to an anchor in another article

Before you start, you'll need to know the anchor's name and the article's name. There are two ways to add this link. If your URLs rarely change, you can Insert a Link using the URL of the article with the anchor. If your article URLs might change, you'll want to Insert Link to Article and then add the anchor afterward.

Method one: Insert a link using the article URL

  1. Navigate to the article you're linking to, and copy the article's URL after the .com (for example, this article's URL is https://support.knowledgeowl.com/help/working-with-anchors - we need /help/working-with-anchors)
  2. Click the Insert Link button and paste the URL into the URL field.
  3. Add a # to the end of the URL, followed by the anchor name (e.g. /help/working-with-anchors#this-is-an-anchor).
  4. Type the way you want the link to look into the Text field (e.g. Click Here). 
  5. Click the Insert link.
  6. Be sure to save your article once you're done!

Method two: Insert link to article and add anchor

  1. In the article you want to add the link to, click the Insert Link to Article button.
  2. Type the name of the article you want to link to and set the link text. Insert the link. 
  3. Then click the link and select "Edit Link." In the URL field you'll see an #badLink field rather than a true url. This is how we handle references to other KnowledgeOwl articles.
  4. Add a # and the text of the article name (e.g. #this-is-an-anchor) after the closing bracket for the hg-id: 
  5. Click the Update link to save your changes.
  6. Be sure to save your article once you're done!

Use cases

Most commonly, anchors are used to handle navigation within or between articles. If you're trying to create a set of clickable headings like a table of contents at the top of an article, see Article Table of Contents. But they can be great for quick navigation back to the beginning of an article, or for getting people directly to an often-used section.

Case one: Quick navigation

Linus, our trusty Owl Documentarian, knows that some steps aren't always completed in order. Some articles have multiple headings and subheadings and he wants to be sure that people can easily find referenced steps or information.

For these kinds of articles, inserting a link to an anchor in the same article allows him to quickly cross-reference concepts in the same article and encourage exploratory navigation.

Case two: Back to top

Linus tries to keep all of his articles short, sweet, and to the point. But some articles just end up being long. He likes to use an Article Table of Contents at the top, and for linear step-by-step guides, this is enough. But what about articles that are very long because they provide a lot of examples or answer a lot of Frequently Asked Questions? Linus hates making people scroll up a long way. It's hard when you don't have fingers.

It's a fairly common convention in websites to see a "Back to top" link at the end of various sections. This is a great use for anchors. Linus could put an explicit anchor in for this, but the way KnowledgeOwl is set up, he can actually just Insert Link, use # as the URL, and add a bit of text--like "Back to top":

For example:

Back to top

Combined with an Article Table of Contents and anchors to specific sections or sub-sections, this makes his articles very friendly for navigation.

Case three: Frequently-referenced information

There are some steps or pieces of information in the middle of an article that Linus finds himself sending to readers often. In his article "Your first 2 weeks as a Knowledge Owl," he finds that owl recruits often need to be reminded to "Always look before you leap." Sure, he could make this topic a separate topic article and then insert it into the existing article. But an anchor is fast and easy. Now, instead of telling his owl recruits to go review the entire article, or to scroll to the "Always look before you leap" section, he can give them an explicit link to myknowledgebase/help/first-2-weeks#look-before-you-leap.

So instead of telling you to go find our "It's Owl Good" article and read the bottom about search feedback, we can just send you straight to the feedback section: https://support.knowledgeowl.com/help/its-owl-good#search-feedback

Let us know if you're using anchors in other ways that would make good use cases!

Adding code

Sometimes you may want to display code for your readers to copy and paste from an article. Here's how:

  1. Select Code View in your WYSIWYG editor.
  2. Paste the code you want to display into the code view.
  3. Wrap the code using the following format: <pre><code data-language="language"></code></pre> tags.
  4. Replace "language" with the language of the code. For example: data-language="javascript"




Note: If you are showing a full script, you will want to HTML encode the opening and closing script tags so that the code does not run as is shown above. Here's an online tool you can use to encode your script.

Here's what the above code looks like when shown in an article:

  
    <script>
      alert("Hello, World!");
    </script>
  

Editor keyboard shortcuts

Keyboard (or keystroke) shortcuts can make your content creation and editing go just a bit faster. You can see a lot of the shortcuts available in the Modern Editor by clicking the ? icon on the lower bar, but we have a few that aren't shown there. Here's a list of the keystroke shortcuts we find the most useful.

Text formatting shortcuts

Ctrl + Alt + 0: Paragraph
Ctrl + Alt + 1: Header 1
Ctrl + Alt + 2: Header 2
Ctrl + Alt + 3: Header 3
Ctrl + Alt + 4: Header 4
Ctrl + Alt + 5: Header 5
Ctrl + Alt + 6: Header 6
Ctrl + Alt + 7: Preformatted text
Ctrl + Alt + 8: Div
Ctrl + Alt + 9: Blockquote
Ctrl + B: Bold
Ctrl + I: Italics
Ctrl + U: Underline
Ctrl + S: Strikethrough

Action shortcuts

Ctrl + K: Insert link
Ctrl + P: Insert Image
Ctrl + Shift + 7: Ordered List
Ctrl + Shift + 8: Unordered/Bullet list
Ctrl + [ : Decrease Indent
Ctrl + ] : Increase Indent
Ctrl + Z: Undo
Ctrl + Shift + Z: Redo

Autosave

When you edit a category or article, autosave creates a backup every 30 seconds.

If you leave without saving your changes, autosave will let you know the next time you come back to the category or article. You'll see a Recover auto-save link just above the editor:

The Recover auto-save link appears just above the editor

Click this link to open a pop-up where you can choose whether to delete or recover that autosave:

Delete or Recover the auto save.

Once you've recovered the autosave, you'll still need to Save the article to permanently save those changes.

Modern WYSIWYG editor vs legacy editor

Modern editor looking weird? Try a hard refresh: Shift+F5 on a PC and Command+R on a Mac.

The modern WYSIWYG editor is here to stay! If you aren't sure which editor you are using, here's a quick visual guide:


New KnowledgeOwl WYSIWYG Editor
Modern WYSIWYG Editor in KnowledgeOwl


Legacy KnowledgeOwl WYSIWYG Editor
Legacy WYSIWYG Editor in KnowledgeOwl

Is the legacy editor going away?

Not anytime soon. We never want to make any change to negatively impact our customers, and we understand that many of your have grown accustomed to and work effectively in our legacy editor. What's more, the modern editor is not supported in older browsers like Internet Explorer 9, so if you are still using that, you will want to be using the legacy editor until you are able to upgrade to a newer browser.

Will you be upgrading the legacy editor?

We will not be making any enhancements to the legacy editor; all modern WYSIWYG features and functionality will be done solely in the modern editor, which is one of the main reasons we wanted to make the switch. We want to be able to add awesome new features and functionality to the editor based on your feedback, and the modern editor makes it much easier for us to do that.  We will do our best to fix any bugs that arise in the legacy editor, but our focus will be on improving the modern editor moving forward.

What are the benefits of the modern editor?

There's lots to love. In additional to a slick, modern, and clear interface, there's also better support for...

  • Images
    • Copy and paste
    • Add captions
    • Easily center
    • Choose between block (break text) or inline
    • Drag and drop responsive resize
    • Quick styles (rounded corners, circular, thumbnails, or responsive)
    • Quick alt text
  • Video
    • Embed via third-party URL or embed code without going to Source
    • Upload to KO  and embed in HTML5 video
  • Copy and paste
    • Copy and paste images
    • Copy and paste text cleanly from Word or Google Docs
  • Spacing
    • Enter/return now creates line breaks, making it easy to add manual spacing in your content
  • Styles
    • Magic wands allows you to quickly add wells, alerts, leads, and blockquotes
    • Keyboard shortcuts for common tools (more info coming soon!)
  • Tables
    • Responsive tables (percentage widths!)
    • Helpful styles such as condensed, striped, bordered, and highlight on hover


What's not working in the modern editor?


  • Windows 7 Internet Explorer 11 has some modern editor issues, including the articles not automatically scrolling or resizing and glossary items being added to the end of the articles rather than where you put them. Probably best to use another browser or stick with the legacy editor until we sort this out.
  • Small screens are not showing all the options in the WYSIWYG. If you are on a tablet, smaller laptop, or a phone, the editor probably is missing some thing right now.
  • Anchors are not currently available in the modern editor unless you want to venture into the HTML. Best use the legacy editor for that for now! 
  • Code blocks are not currently available. While you can use the preformatted text block in the paragraph dropdown for code snippets, we do not currently have a code editor with language highlighting.
  • There is currently no tool to add iFrames. Use the legacy editor for now unless you want to dive into the HTML.
  • The link tool is missing an Email option to create mailtos. You can use the legacy editor or specify a email option by prepending "mailto:" to the email address in the URL field, like "mailto:support@knowledgeowl.com".
  • Lists currently do not have the ability to choose list styles; it's currently bullets or numbers. Use the legacy editor or HTML to specify different options. 
  • Some of the legacy inline styles are missing, including keyboard, typewriter, and computer code. 
  • We are missing a div tool to wrap content and specify a class name.
  • You cannot specify your own hex colors in the color picker.
  • There's no find and replace.
  • Some articles from the legacy editor, especially ones with complex tables, don't convert well to the modern editor. If you switch to the modern editor and your articles look wrong, switch back before saving and let us know so we can help you get it converted.


SCAYT spell check

The SCAYT option is only for those using the legacy editor. The modern (new) editor uses the built-in browser spell-check.

Spell check can be enabled by default under Settings > Basic. The spell checker tool in the editor is SCAYT, which stands for "spell check as you type".

The SCAYT feature allows you specify a variety of options, including:

  • Ignore All-Caps Words
  • Ignore Domain Names
  • Ignore Words with Mixed Case
  • Ignore Words with Numbers

You can also choose from the following languages:

  • American English (default)
  • Brazilian Portuguese
  • British English
  • Canadian English
  • Canadian French
  • Danish
  • Dutch
  • Finnish
  • French
  • German
  • Greek
  • Italian
  • Latin
  • Norwegian
  • Portuguese
  • Spanish
  • Swedish

It also allows for a user generated dictionary that is store in a browser cookie. Once too large for a cookie, you can store the dictionary in your library.  

Most modern browser have a built in spell checker, which is why the feature is off by default.