What is Document360?

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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

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).

1_Screenshot-My_projects


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

    Document360 interface showing article management with highlighted options for creating and reviewing articles.

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

  1. Dashboard

  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. Dashboard

This page provides an overview of your entire project and serves as a hub for contributors. In the Overview section, Team accounts can access information such as created articles, published articles, drafts, and the performance insights of published articles (views, reads, likes, and dislikes). You can use the filter option to select the time frame. You can also view other project-related information including Recently seen, Team accounts, Readers, Drive capacity, Broken links, No result searches and Last backed up date.

Dashboard overview showing article metrics and project details for team collaboration.

In the My contribution section, the user can view their contributions to the project, article performance metrics, workflow assignments, review reminders, feedback, and broken links.

Dashboard overview showing article metrics and assigned tasks for content management.


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 .

Overview of article management with highlighted sections for creating and reviewing content.

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.

Document360 interface showing article management options and selected articles for publishing.

b. Workflow assignments

The Workflow assignments section gives you an idea about what the team is currently working on, and any recently published articles.

Workflow assignments interface showing article statuses and categories for content management.

Any articles that you are assigned will show up on this page. You can filter articles based on the following workflow statuses: Draft, In review, or Published. If you missed the review due date for any article, it will appear under the Overdue category.

c. Starred

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

User interface showing starred articles and categories in a content management system.

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 in the available time frame.

The recycle bin is empty, indicating no items are currently stored.

e. Site builder

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

The interface shows site builder options and article statuses for content management.

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.

Overview of content tools and article statuses in the Document360 interface.

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.

Overview of article categories and statuses in the Document360 workspace interface.

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 (Yellow dot). 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.

Document360 interface showing troubleshooting section with drive issues listed.

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.

Document360 interface showing categories and articles for API documentation management.

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.

Document360 interface showing article management and content creation options for users.

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.

Dashboard displaying article statistics, including views, reads, and performance graph.

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.

Document360 interface showing the Knowledge base widget and options for adding widgets.

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.

Document360 interface showing file organization and recent updates in My Drive section.


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.

Settings menu for Document360 project management with highlighted options and features.

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.

Overview of articles in the Getting Started section with their statuses and tags.

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.

Document360 platform features highlighted, showcasing content migration and management tools.

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.

14_Screenshot-Knowledge_base_site_overview


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.

Eddy AI Assistant introduction with features for content creation and SEO optimization.


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!

27_Screenshot-An_overview_of_project_feedback


Need Help?

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

21_Screenshot-My_projects_Help_module


FAQs

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.

What can I do in the Knowledge base portal?

In the Knowledge base portal, you can create categories, articles, and templates, manage files, team accounts, and readers, and set up branding, domain, and security for your Knowledge base site.

What features are available in the Analytics section?

The Analytics section includes tools to track metrics such as articles, user engagement, search performance, team accounts, feedback, and link status.

Can I restore deleted articles in Document360?

Yes, you can restore articles and categories that have been deleted within the past 30 days from the Recycle bin section.

Is there an AI feature in Document360?

Yes, Document360 includes Eddy AI, an AI writing assistant that helps with writing articles, generating SEO descriptions, and assisting readers in finding information.

What is a knowledge base?

A knowledge base is a centralized repository of information designed to provide answers, guidance, and support for users, customers, or employees. It contains structured content like articles, FAQs, guides, and documentation, allowing users to easily search and access information to solve problems or learn more about a product, service, or topic. Knowledge bases are commonly used in customer support, internal training, and product documentation to streamline information sharing and improve efficiency.

Why does it show ‘Maintenance’ on the top navigation bar in the knowledge base portal?

The Maintenance badge on the top navigation bar indicates scheduled maintenance of the Knowledge base portal. The knowledge base portal will be unavailable for the scheduled time however, the Knowledge base site will be accessible to all the users.

For further assistance, please contact the Document360 support team: Contact Document360 Support.

How can I request a product demo?

We’d be happy to show you how Document360 works and help you explore the features that matter most to you. To schedule a demo, please submit a request through the Book demo page or contact our support team. Our team will get in touch with you shortly to arrange a session.