Creating and inserting a content block

You can build a content block from a paragraph, a heading, a table, a code block or a list, and the name you give it is internal: readers never see it.

You can build a content block from a paragraph, a section heading, a table, a code block or a bulleted list, from several consecutive sections, or from the text of a whole article. The name you give it is internal: readers never see it, so it exists purely to help whoever picks the block from a list later.

Create one from the help center

1. In your help center or in Knowledge admin, click Add in the top menu bar.
2. Select Content block.
3. Give it a meaningful internal name.
4. Write the passage and format it with the toolbar.
5. Click Create.

Create one from an article you are writing

1. Save the article first. The option is unavailable in an unsaved article.
2. Select the content you want to reuse. A paragraph or a section heading is the smallest unit, and selecting one sentence within a paragraph quietly takes the whole paragraph rather than refusing, so check what the block ended up holding.
3. On the top toolbar, click the insert content block icon.
4. Enter a name and adjust the formatting if needed.
5. Click Create.

Insert an existing block

1. Click where the block should go. You cannot place one inside a list.
2. On the top toolbar, click the content block icon, or use the + icon in the margin of the article body.
3. Pick the block. You can search the list by name and sort it by date or alphabetically.
4. Check the preview, then click Insert.

Who can do this

Knowledge admins can create and insert blocks in any article. An agent can create and insert them only in articles they already have permission to edit, so this needs no extra permission for the people who are writing anyway. Updating an existing block is a separate permission, which is the one worth reading about before you share blocks widely.

Name it for the person picking it from a list

Writers choose blocks from a searchable list, and the search runs on the name. "How to reach Admin Center" is findable; "Block 3" is not, and after twenty blocks nobody can find anything. A short prefix by kind, such as steps or warning, keeps the list navigable.

Write it to stand alone

The same block is dropped into different articles, so it cannot say "in the previous step" or "as mentioned above". Write it as a self-contained passage, because you cannot predict what will sit above it.

See also

• Editing and managing content blocks
• What content blocks are