Slack

Slack is a collaborative digital space that helps different teams in an organization to work together seamlessly.  The environment is referred to by Slack as the Workspace.

With the new Document360 app for Slack, you will equip your support agents with a Knowledge base without leaving your Workspace. Apart from searching for articles, you or your agents would be able to create user-friendly documentation; author in the Markdown editor for any version or language in your knowledge base from Slack. 

Here is an elaborate guide for installing and putting Document360 to use in Slack, whether a web or desktop application.

Basic setup guide

Connecting Document360 to Slack

1. Go to Settings → Knowledge base portal →Extensions → Team Collaboration 
2. You can find Slack listed among the other extensions 
3. In the Slack assistant, click on the Add to Slack button 
4. The app will redirect you to Slack to grant us access to your workspace.
5. Click the Allow button and return to Document360. A success message in the place close to the Add to Slack button
6. The success message would also display the connected Slack Workspace name

Feature highlights

/doc360 Command

Once the integration between Document360 and your Slack workspace is established, you will be able to use the different functions of Document360 with the /doc360 in your conversations either in 'direct message' conversations or in a channel. 

Commands

Command: /doc360<space>help

The above command helps users by listing out the functions available with the /doc360 command in Slack. The list of commands that appear in the conversation window is only visible to you. You can get an idea and be familiar with these commands for further use if you are a new user.

Search and share articles

Command: /doc360<space>search<space>query

Once you’ve successfully integrated Document360 with your Slack workspace, your team members can instantly search for and share support articles in conversations using simple commands. This makes your interactions simpler as knowledge sharing makes it easy to add context to conversations in real time.  Rather than asking someone for information every time you need it or jumping to different tabs if you’re using it on the web.

With the new Document360 integration on your Slack workspace, you can equip your agents with all the articles from your Knowledge base without leaving the Slack environment. You can also share the searched articles by linking them to your conversation. 

To search for an article during a conversation 

1. Type in the search command (/doc360<space>search<space>query) and click on Enter
2. Select the version and language of the knowledge base you want to search
3. The search results would be populated with two options
   - Open Article where the article would be opened in a new tab
   - Link Article would send the article result in the conversation
   

Creating an article from Slack

Command: /doc360<space>create<space>Title of the article (optional)

Don’t find the article you are looking for, or would you like to add an article to your Knowledge base on the go?
Type in the /doc360 Create command followed by an optional title to open the article creation modal;
 

1. Choose the version of the Knowledge base you want to create the article
2. Select the category under which the article should be placed (You cannot create a new category from Slack. You can only add articles to any existing category)
3. Type in the content of your article using the Markdown editor
4. The article would be created in a draft state, allowing your editors to review and enhance it before publishing it on the Knowledge base.

Removing the Document360 app from the Slack workspace

Removing an already added Document360 application from the  Slack workspace is a simple process

1. From your Slack workspace, visit Slack’s App Directory
2. Select Manage in the top right
3. Choose Document360 from the list in the left-hand column
4. You will be redirected to the Document360 App info page
5. Scroll down to the Remove application and select the Remove app.