What is Document360?

Here is an overview and a navigation guide to help you get started with your Document360 experience.

What is Document360?

Document360 is a knowledge management platform that allows you to create and curate a self-service public, private, or mixed access Knowledge base.

When using Document360, you'll interact with several key interfaces:

• My Projects

• Knowledge base portal

• Knowledge base site

• Document360 AI - Eddy AI

• Resources

My projects

The project dashboard is the first thing you see when logging in to Document360. The dashboard features all the projects you own, projects associated with a team account, and projects associated with a reader.
Here, each project will have a visibility tag to indicate the type of project (public, private, or mixed).

Knowledge base portal

The Knowledge base portal is where you can:

• Create Category, Articles, and Templates

• Manage files, team accounts, and readers

• Set up branding, domain, security, and more for the Knowledge base site

  

Here are some elements you'll find on the knowledge base portal:

1. Overview page

2. Documentation

3. Interactive decision trees

4. API Documentation

5. Feedback manager

6. Analytics

7. Widgets

8. Drive

9. Settings

10. Search

11. Open Site

NOTE

Anything created and/or configured on the Knowledge base portal will affect what an end-user or reader would see on the Knowledge base site.

1. Overview page

The Overview page provides a unified view of your Document360 project. It displays your content activity, assigned tasks, article performance, comments, and project metrics based on your role and workspace selection, allowing you to monitor and manage your documentation work from a single page. You can hover over the Home icon to quickly access the Overview, Tasks, Recent, Starred, and Recycle bin pages.  

From the Overview page, you can:

• Track pending tasks based on workflow status, review reminders, as well as feedback assigned to you in the Feedback manager.

• Access and manage recently updated articles, as well as starred articles or folders for quick reference.

• Monitor article performance metrics such as views, reads, likes, and dislikes.

• Respond to inline comments or @mentions across articles you’ve contributed to.

• As an Admin, view critical project data such as user and reader counts, storage usage, failed searches, and the most recent backup.

Each section is presented as a separate card and includes filtering, search, and quick access actions. This gives you a quick overview of your documentation and enables you to take action without navigating away.

NOTE

The visibility of certain cards and actions depends on your portal and content role, and the features available as part of your Document360 subscription plan.

2. Documentation

The Documentation page is where you'll create and maintain the tree-view folder structure of categories that will keep your articles organized. Start a knowledge base by creating a Category and then populate them with Subcategory and Articles.

Drag and drop categories and articles to reorder, hide, rename, and delete them using the More options () menu that appears when you hover your mouse over any item in the .

a. All articles

The All articles section allows you to perform bulk operations (publish, hide, move, delete, etc.) on multiple articles at once, saving time compared to performing these actions individually on each article.

b. Recent

The Recent page helps you quickly return to articles you’ve worked on recently. It automatically tracks the articles you’ve viewed or updated in the past 30 days.

c. Starred

The Starred section contains the articles you marked as favorites. This allows quick access to important articles.

d. Recycle bin

The Recycle bin section includes a list of articles and categories deleted in the past 30 days. You can restore the deleted categories and articles within that time frame.

e. Site builder

You can personalize the look and feel of your knowledge base site from the Site builder section.

You can choose the desired logo and icon for your knowledge base site. From this section, you can also customize the brand colors, font, and styling of the site.

f. Content tools

The Content tools, as the name implies, contain all the necessary tools to manage your article and project content.

You can manage the following features from this menu.

• Content reuse - Manage all the variables, snippets, templates, and the glossary.

• Import and Export - Manage all your project import and export activities from this section. In this section, you can export your content as a PDF or migrate content from other knowledge management tools.

• Content essentials - Manage the project-level find and replace, review reminders, tags, and SEO descriptions from the menu.

• Feedback manager - View and respond to articles and no search feedback from a unified module.

• Workflow designer - Craft your workflow statuses and sequence from this section.

g. Categories & Articles (Category manager)

Writing and publishing articles in Document360 is simple: pick your category, create an article(title and slug), add SEO details, and publish to your knowledge base.

When you update or edit an article (Fork), Document360 will create a new Article revision without affecting the live/public workspace.

You can make the necessary changes and republish when you're ready. You can identify the updated articles in the knowledge base site using the Article status indicators. Document360 maintains all the workspaces to check the differences between them.

3. Interactive decision trees

Interactive decision trees allow you to guide readers through step-by-step decisions or troubleshooting processes using visual, branching logic. Each step can include text, images, videos, and interactive inputs to simplify complex workflows.

You can use this module to create structured walkthroughs for onboarding, troubleshooting, tutorials, or internal processes. Once published, decision trees appear as interactive articles on your knowledge base site and work seamlessly across all screen sizes.

To access this module, click Interactive decision tree from the left navigation panel of the Knowledge base portal.

4. API documentation

The API documentation feature in Document360 provides a complete solution for creating and managing API references. This feature allows you to create high-quality API documentation that helps users understand and consume your APIs effectively.

This API module includes the Try it! feature, which allows the users to test the API endpoints within the Knowledge base site. You can create dedicated versions of your API documentation. The feature provides an intuitive interface for uploading API references as URLs or JSON/YAML files. After uploading the OpenAPI definition, the interactive API endpoint articles are created in the Knowledge base portal. Now, end users can access the Try it! option with the available endpoints, parameters, and responses in the API documentation on the Knowledge base site.

5. Feedback manager

The Feedback manager helps you track and respond to user feedback collected from both articles and Eddy AI search queries.

It includes:

• Article feedback: Shows likes, dislikes, and comments from users on specific articles or categories. Use this to improve the quality and clarity of your documentation.

• Eddy AI feedback: Captures feedback when users interact with Eddy AI, whether they found the results helpful or received no results at all. Use this to identify content gaps or fine-tune search relevance.

You can assign feedback to team members, update statuses, view internal discussions, and export feedback data for analysis. To open the Feedback manager, select Feedback manager from the left navigation panel.

6. Analytics

Document360 includes an Analytics menu with tools to help you understand end-user engagement with your knowledge base.

Here is the list of metrics and modules you can track with the Analytics tool:

• Articles

• Eddy AI

• Search

• Team accounts

• Feedback

• Links status

• Page not found

• Ticket deflector

7. Widget

The Knowledge base widget (previously known as Knowledge base assistant, or In-app assistant) helps readers find their answers without leaving your site or application.

You can update the following Knowledge base widget settings from this menu.

• Installation & setup

• Custom CSS

• Custom JavaScript

• URL mapping

8. Drive

Centralized and cloud-based storage for Document360 projects that stores and lets team members manage all the Knowledge base artifacts (files). If you have already used any other heavyweights, such as Google Drive or OneDrive, getting accustomed to the functions in Document360 Drive should be relatively easy. You can access your Drive by clicking the Drive icon on the left menu.

9. Settings

You can set and configure all aspects of the project and knowledge base in the Project settings such as inviting team members, editing notification settings, configuring domains, setting up article redirects, and more.

The different features are mapped under the following classifications in the Settings menu:

• Knowledge base portal

• Knowledge base site

• Users & Security

• AI Features

10. 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 workspaces and languages simultaneously. The search bar is available at the top of all the modules and pages in the Knowledge base portal.

The search engine works similarly to the other search functionalities in the portal. Type in the keyword and narrow the results using filters such as workspace, language, visibility, tags, and date range. You can preview the article/category page, and then preview the article or navigate to the article in the Editor.

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

11. Open site

The Open site () action is used to navigate to and view the Knowledge base site. Clicking the icon will take you to the Knowledge base site of the workspace that is currently open in your knowledge base portal. If you are in the API documentation workspace, the Open site action will take you to the API documentation home page. If your API documentation site does not have a home page, you will be directed to the first article or category page in the API documentation.

Knowledge base site

The Knowledge base site is the website that end-users will access to read articles and find helpful answers.

Set your knowledge base access settings to public, private, or mixed. Public means it is accessible to anyone on the internet, Private is restricted by login screens, and Mixed combines elements of both public and private attributes.

Document360 AI - Eddy AI

Eddy AI is an AI writing assistant integrated into the Document360 platform. Eddy AI can help you with many actions, such as writing articles, generating SEO descriptions, and recommending article tags, titles, and related articles. Eddy AI is also available on the knowledge base site, helping your readers find information faster using assistive search and the article summarizer.

Other Resources

Got Feedback?

We actively maintain a public product feedback portal to receive customer and user feedback. It also features our roadmap, so if you're curious about what's coming to the product, this is the best place to look!

Need Help?

If you need any help or have any questions, contact us! Just click your profile avatar to:

• Send an in-app chat

• Send us an email at support@document360.com

• Read our documentation

• Watch some tutorial videos