Reader engagement features in Document360 are the tools that connect your knowledge base to the readers using it — giving them ways to interact with content, receive timely information, and get help without contacting support. While most of Document360's settings focus on how content is created and structured, the features in this section focus on what readers experience when they arrive at your site.
A knowledge base that readers return to, trust, and find useful on their own reduces support load, improves product adoption, and gives your team measurable feedback on what's working. The features here are designed to make that happen.
What's in this section
This section covers five areas of reader engagement, each addressing a different part of the reader's experience on your Knowledge base site.
| Feature | What it does |
|---|---|
| Smart bars | Display targeted announcement banners across your knowledge base — for feature launches, maintenance notices, or localized messages — without editing article content. |
| Cookie consent | Add a cookie consent banner or popup to your knowledge base site to comply with privacy regulations such as the EU's General Data Protection Regulation (GDPR). |
| Ticket deflectors | Embed self-service forms that suggest relevant articles to readers before they submit a support ticket, reducing inbound volume and empowering readers to resolve issues independently. |
| Sitemap | Document360 automatically generates an XML sitemap for your knowledge base so search engines can discover and index your content. Submit it to Google Search Console and Bing Webmaster Tools to improve search visibility. |
| WCAG accessibility | Understand how Document360 implements Web Content Accessibility Guidelines (WCAG) so your knowledge base is usable by readers with disabilities. |
Why reader engagement matters
Documentation that readers can find, understand, and act on — without needing to open a support ticket — is documentation that's doing its job. Each feature in this section addresses a specific gap between publishing content and readers actually benefiting from it:
- Discoverability: Readers who can't find your content through search engines or site navigation won't read it. The sitemap, smart bars, and ticket deflectors all work to surface the right content at the right moment.
- Trust and compliance: Cookie consent signals to readers that your knowledge base handles their data transparently. For regulated industries or EU-facing products, this is a baseline requirement.
- Self-service: Ticket deflectors intercept readers at the moment of frustration — when they're about to submit a ticket — and offer a faster path to resolution. Every query answered from the knowledge base is a support ticket your team doesn't have to handle.
- Accessibility: A knowledge base that excludes readers with visual, motor, or cognitive impairments is incomplete. WCAG compliance ensures your content reaches the widest possible audience.
Smart bars
Create and manage announcement banners with display conditions, positioning, and color themes.
Learn more →Cookie consent
Add a customizable cookie consent bar or popup with language-specific messages and theme options.
Learn more →Ticket deflectors
Set up self-service forms that suggest articles before readers submit support requests.
Learn more →Sitemap
Access your auto-generated XML sitemap URL and submit it to search engines for better indexing.
Learn more →WCAG accessibility
Learn how Document360 implements WCAG principles and what you can do to meet accessibility standards.
Learn more →