Knowledge Base Manager

Knowledge Base Manager gives your customers somewhere to find answers without contacting you. Done well, it removes the most common third of your support volume.

Once the add-on is active, installing it offers to open the FAQ area directly, and you can return to it from the help navigation in your dashboard.

What to write first

Do not start with a content plan. Start with your last fifty support requests and count the repeats. The top ten answers are your first ten articles.

Typical high-value topics for a distribution platform:

Topic	Why it repeats
What happens after I submit a release	Customers cannot see the review queue and assume something broke
Why a release was rejected	The same handful of metadata and artwork issues, over and over
Audio and artwork requirements	Asked before every first release
How long distribution takes	Impossible to guess, so everyone asks
How revenue splits work	The most misunderstood feature on any distribution platform
When and how payouts arrive	Money questions always generate tickets
What my membership includes	Especially at the point of upgrading

Writing articles that work

Title it as the question the customer asks, not the feature name. "Why was my release rejected?" beats "Release QC".
Answer in the first two sentences. Anyone still reading paragraph four has already given up and opened a ticket.
End with the next action. What should they do now.
One question per article. Bundled articles are unfindable by search.
Group by intent, not by your org chart. Customers do not know which of your teams owns what.

Keeping it alive

A stale help center is worse than none, because it teaches customers not to trust it.

Give one person ownership of content quality.
Review monthly against your ticket volume and add whatever is repeating.
Update articles when you change pricing, policy, or a workflow. This is easy to forget on the day of the change.
Delete anything that no longer reflects the product.

Connect it up

Point the Help center URL in Support Settings at your knowledge base so it appears where customers look for help.

When you answer a ticket with something already written up, link to the article. It reinforces that the help center is worth checking first.

Common questions

Can customers search it? Yes. That is what makes titling articles as real questions matter so much.

Should I duplicate SpaceMedia's documentation here? No. Write about your platform: your pricing, your review standards, your turnaround times, your support process. Those are the things only you can answer.

What happens if I deactivate the add-on? The area leaves the sidebar and content is no longer editable. Your articles are retained, so reactivating restores them.

How many articles do I need to start? Ten good ones covering your actual repeat questions beat fifty thin ones.