Create Article Variants

Article Variants are the actual content within your Articles. Knowted differentiates between Articles and Article Variants (the specific version of the content) to enable advanced machine learning optimisation to serve your customers the best possible product documentation for your products.

How to Create an Article Variant

1. Ensure you have already created an Article.
2. From the Knowted dashboard, click Articles.
3. Locate your desired Article and click New Variant.
4. Enter the content details and click Save.

Article Variant Fields Explained

When creating a variant, you will see several key fields:

• Title: The public-facing title of the article.
• Excerpt: A brief summary displayed on your default help center to help users find the right content.
• Article Content: The main body of your article.
• SEO Settings (Right Sidebar): These populate your meta tags, helping your articles rank higher on search engines like Google.

Article Variant Types

Under the Configuration section, you can assign a "Type" to your variant to control how it is served to your audience:

• Control: This is your primary "live" version. Each Article can only have one Control version at a time.
• Test: These variants are used for A/B testing. Knowted’s optimization engine serves these to a segment of your customers to measure performance.
• Draft: These versions are for internal use and are not visible to customers.
• Archived: These are hidden from customers but kept for your historical records.

How Knowted Optimisation Works

Knowted uses machine learning to compare your Test variants against your Control variant. By tracking the following metrics:

• Helpfulness rate: Does the user say this article was helpful?
• Contact Support rate: Does the user read the article, then still go on to contact your support team.

Knowted automatically serves your test variants against your control variant to maximise helpfulness rate and minimse contact support rate. This in turn, gives your customers the best experience and helps you increase your CSAT and reduce support costs.