About knowledge base management in LogMeIn Resolve

Your knowledge base in LogMeIn Resolve is a collection of articles that help your agents and potentially your end-users get self-service support. This feature requires a Premium license.

A knowledge base simplifies the process of sharing information across your organization. The first step to create a knowledge base is to add articles either manually or by importing them from PDF files. After you add your articles to LogMeIn Resolve, your content is indexed so that your agents can find it. You can also make these articles available to your end-users who can read them in the Customer Portal.

Create a knowledge base article

To share knowledge with agents and your end-users, you must first add your content to LogMeIn Resolve.

In the Console, go to the Knowledge base menu.
Select Create new article at the top of the page.
Add a title to your article and type the content that you want to share.
You can use standard formatting tools as well as add tables, links, images, and code samples.
Optional: To make your article searchable for your end-users, toggle the Visible to end-users option in the top-right corner.
This turns your article searchable both in the Customer Portal and in the GoPilot chat window.
Optional: Label your article so that agents in your organization can search for it by its label.
If you do not add any label, LogMeIn Resolve does that for you based on the title and content of the article.
Save your article.
Your content is indexed and is now available in LogMeIn Resolve.

Results: When you edit an existing article, you see a Related articles section in the bottom right, which lists all articles in your knowledge base with similar content to the current article. This helps you decide whether you want to merge multiple articles and eliminate duplicated content.

Working with knowledge base articles in the Console

Discover how to manage knowledge base articles in the Console by publishing, renaming, deleting, importing, exporting, and linking them to tickets.

When working with a single article, select More actions

on the right of an article to see what you can do with it:

Make the article visible to end-users: The article becomes "published" so that customers can read it in the Customer Portal. You can also filter for Published and Unpublished articles in the Console by selecting the respective filter above the list of your articles.
Copy the URL of the article: To share it with another agent or an end-user.
Rename the article: This changes the title of the article without opening it.
Download the article: Articles in PDF format are downloaded as is, whereas articles in text format are downloaded in a compressed Markdown file.
Upload a new version of a PDF article: In this case, the old version is overwritten and the AI generates a new summary of the article.
Move an article to a folder: You can organize your articles into folders and subfolders to group them by topic. You can also drag and drop articles into folders. Grab the article by its selector on the left of the title.
Delete the article: When you no longer need it.
Read an AI-generated summary of the article: This is useful for getting a quick overview of longer articles.
Add or remove labels: Labels help you organize your articles, and you can also search articles by their labels.

Once the knowledge base management system indexes the content of an article, it will be available in the following features of LogMeIn Resolve:

In GoPilot chat
In the Helpdesk assistant

The following example shows GoPilot searching the knowledge base for an answer.

Import articles to your knowledge base

You can only import PDF files from your hard drive as articles.

On the Knowledge base page, select Import in the top-right corner.
Navigate to the PDF file that you want to import.
You can select multiple files to import as individual articles, but the size of a PDF file cannot exceed 20 MB.
Select Open when you are done.

Results: Articles are imported one by one.

Delete articles

On the Knowledge base page, select the articles that you want to remove.
Select Delete articles on the right.
Your articles will be instantly unavailable to other agents and your end-users. If an article is linked to a Helpdesk ticket, that link is also removed.

Tip: On the Knowledge base page, you can delete a single article by selecting on the right of an article.

Download articles

In the Console, go to the Helpdesk page and select the articles that you want to export.
Select Download articles on the right.

Results: Articles stored in Text format in LogMeIn Resolve are Zipped and downloaded as a Markdown file. Articles in PDF format are downloaded as they are.

Tip: On the Knowledge base page, you can download a single article by selecting

on the right of an article.

Link articles to tickets

In the Console, go to the Helpdesk page and open an existing ticket.
Go to the Related tab and select the Articles page on the left.
To link articles, do the following:
- To link an article that GoPilot recommends, click the plus icon on the right of the listed article.
- Select Link articles on the right to add articles from your knowledge base. You can add any number of articles to a ticket. Select Link article when you are done.
Save your ticket.

Change the columns to display in table view

You can view knowledge articles in two layouts: table layout and card layout. The default is table layout that gives you the most compact view. However, even in table layout, you can show or hide the necessary columns.

In the Console, go to the Knowledge base page.
Make sure your articles are listed in table layout. If not, switch your view first.
Select the ellipses icon in the top-right corner to open the column selector panel. You have the following options:
- Title: The article's title.
- Format: The article's format, which is either text or PDF.
- Uploaded: The date when the article was created or imported.
- Uploaded by: The name of the agent who created the article.
- Labels: Labels that are assigned to the article either manually or automatically by AI.
- URL: The URL where the article is accessible to end-users.
- Indexing state: Displays whether AI has already indexed the article.
- Visible to end-users: Allows you to toggle the visibility of an article in the Customer Portal.
- Actions: Enables downloading or deleting the article without opening the article editor first. It also enables you to select the More actions option.
- Views: Displays the number of times the article was opened either in the Console or in the Customer Portal.
- Useful: Displays the number of users who found the article useful.
- Not useful: Displays the number of users who found the article less useful.
- AI referenced: Displays the number of times the article has been used in an AI-generated response to an agent or end-user question.

View articles in table or card layout

Depending on your needs, you can switch between card and table layouts. Card layout displays an AI-generated summary of articles, but provides only a few article properties. Table layout however lists all properties, but only the title of the article.

To switch between the two layouts, select the card layout or the table layout button in the top right.

Knowledge base articles in table layout:

Knowledge base articles in card layout:

Card layout provides additional management options:

Change the sorting of your articles as necessary by selecting the ellipses icon in the top-right corner. You have the following options:
- Select Uploaded to change the sorting order by date of article creation
- Select Title to change the sorting order by article title
Hover over an article and select an action from the quick actions menu at the top of the article's card. From here, you can edit, download, delete, or view additional actions to perform on an article with the respective buttons.

Set up a content approval process in your LogMeIn Resolve knowledge base

When multiple editors work in your knowledge base, an admin can set up an approval flow to make sure that your customers and agents use the right content.

Note: This feature requires a Premium license.

The content approval process allows users in your organization to take the following roles:

An "editor" can create new content and update existing articles, but they cannot publish these changes. By default, when an admin enables the approval flow, all users can only edit content.
A "publisher" can create, approve, and publish content. An admin must grant content publishing rights to at least one user in GoTo Admin.

An admin can make any user an editor or publisher, regardless of their role in LogMeIn Resolve. Here's how:

First, enable the approval process in your company.

Sign in at https://admin.goto.com.
Go to the Settings > Knowledge base page.
Toggle the Enable approval flow option.
Save your change.

Next, assign a publisher role to selected users.

Go to the People > Users page and select a user who you want to give publishing right.
On the Settings tab, toggle the Publish knowledge base articles option.
Save your change.

Approve articles in the LogMeIn Resolve knowledge base

Regardless of your role in your organization, you can create new articles, but only knowledge base managers can approve new articles and article modifications.

Content approval in LogMeIn Resolve is an optional feature. Enabling it only makes sense if your company has multiple content editors. You can enable the approval flow in GoTo Admin as described in Set up a content approval process in your LogMeIn Resolve knowledge base.

The content approval process allows users in your organization to take the following roles:

An "editor" can create new content and update existing articles, but they cannot publish these changes. By default, when an admin enables the approval flow, all users can only edit content.
A "publisher" can create, approve, and publish content. An admin must grant content publishing rights to at least one user in GoTo Admin.

Important: User roles and content management roles are completely different and independent of each other. Agents and admins can both take any content management role in the approval process.

Create draft articles for review

Create a draft article that a publisher can review.

In the Console, go to the Knowledge base page.
Select Create new article in the top right and add the content of your article.
Depending on your role, do the following:
- As an editor, select Save draft to create a draft article.
- As a publisher, either select Save draft to let someone else review your content, or select Save and publish from the drop-down to create a searchable article in your knowledge base. The latter option allows publishers to get around the approval process even if it's enabled.
Draft articles are listed on the Drafts tab of the Knowledge base page, whereas published articles are displayed on the Articles tab.

Review draft articles

In the Console, go to the Knowledge base page.
On the Actions tab, you see a Draft label next to the articles that have unpublished changes. This helps you identify the article that should be approved before publishing.
Navigate to the Drafts tab.
Open an article that you want to review.

Tip: You can "quick approve" an article without reviewing it. To do so, select an article by its checkbox and then select Publish draft from the side panel on the right.
Select Publish draft on the right to approve the article's changes.

Publish draft articles

In the Console, go to the Knowledge base page.
Navigate to the Drafts tab.
Select the article that you want to approve and publish.
The Actions side panel opens.
Select Publish draft.
The article is now moved to the Articles tab.

Frequently Asked Questions

As an agent, how do I know if the approval flow is enabled?: On the Knowledge base page, you can see an Articles and a Drafts tab.
As an agent, how do I know if I can approve articles?: On the Articles tab of the Knowledge base page, you have the Visibility to end-users toggle and the bin icon enabled. Unless you are in a publisher role, you can't delete articles or make them visible to end-users. When you are in a publisher role, you can also publish articles that editors are not allowed to do.

Article last updated: 31 January, 2025