# Document Management

The Document Management module creates and maintains help documentation and knowledge base for self-service user support.

## Overview

### Document List

View and manage all documents:

- **Title**: Document name
- **Category**: Document category
- **Status**: Draft/Published/Offline
- **Author**: Document creator
- **Created**: Creation date
- **Updated**: Last modified time
- **Views**: View count
- **Rating**: User ratings and reviews

### Create Document

Create new help document:

#### Basic Info

- **Title**: Clear and specific title
- **Category**: Select category
- **Tags**: Add keyword tags
- **Summary**: Brief content summary

#### Document Content

- **WYSIWYG Editor**: Visual editor
- **Markdown Support**: Markdown format
- **Code Highlighting**: Syntax highlighting
- **Image Upload**: Insert images and screenshots
- **Video Embed**: Embed video tutorials
- **Tables**: Insert table data

#### Document Settings

- **Access Control**: Public/Members/Specific groups
- **Display Order**: Set priority
- **Related Docs**: Link related documents
- **SEO Settings**: Set SEO keywords

### Edit Document

Modify existing documents:

- Update content
- Optimize structure
- Add new information
- Fix errors

::: tip Tip
Documents support version control. View history and restore previous versions.
:::

### Delete Document

Remove unneeded documents:

- **Soft Delete**: Offline but keep data
- **Hard Delete**: Permanently remove
- Retain view records for statistics

## Document Categories

### Getting Started

Help new users onboard:

**Includes**:
- Account registration
- First-time usage
- Basic configuration
- Common questions

### Tutorials

Detailed feature guides:

**Includes**:
- Feature explanation
- Step-by-step instructions
- Configuration methods
- Best practices

### FAQ

Frequently asked questions:

**Includes**:
- Common issues
- Quick answers
- Troubleshooting
- Solutions

### Technical Docs

Technical documentation:

**Includes**:
- API documentation
- Protocol specifications
- Technical parameters
- Developer guides

### Policies & Terms

Legal documents:

**Includes**:
- Service agreement
- Privacy policy
- Terms of use
- Refund policy

## Document Organization

### Category Management

Manage categories:

- **Create Category**: Add new category
- **Edit Category**: Modify category info
- **Sort**: Adjust category order
- **Delete Category**: Remove empty categories

### Tag Management

Manage tags:

- **Add Tag**: Create new tag
- **Edit Tag**: Modify tag name
- **Merge Tags**: Merge similar tags
- **Delete Tag**: Remove unused tags

### Directory Structure

Organize document tree:

- **Multi-level**: Support nested categories
- **Tree Structure**: Clear hierarchy
- **Drag & Sort**: Drag to reorder
- **Quick Navigation**: Tree navigation

## Document Editing

### Rich Text Editor

Powerful editing features:

- **Formatting**: Text formatting
- **Lists**: Ordered/unordered lists
- **Quotes**: Blockquotes
- **Code**: Code blocks
- **Links**: Hyperlinks
- **Images**: Image insertion
- **Tables**: Table editing
- **Videos**: Video embedding

### Markdown Editing

Support Markdown syntax:

```markdown
# Heading
## Subheading

- List item
- List item

**Bold** *Italic*

[Link](url)

\`code\`

\`\`\`language
code block
\`\`\`
```

### Version Control

Document versioning:

- **Auto-save**: Auto-save drafts
- **Version History**: Record changes
- **Version Diff**: Compare versions
- **Rollback**: Restore previous version

## Document Publishing

### Publish Settings

Configure publishing:

- **Publish Now**: Show immediately
- **Schedule**: Set publish time
- **Save Draft**: Save as draft
- **Preview**: Preview before publish

### Access Control

Control document access:

- **Public**: Everyone can access
- **Members**: Members only
- **VIP**: VIP only
- **Internal**: Staff only

### Multi-language Support

Multi-language documents:

- **Language Versions**: Create language versions
- **Language Switch**: User switches language
- **Translation Management**: Manage translations
- **Sync Updates**: Sync across languages

## Document Search

### Search Features

Help users find documents:

- **Full-text Search**: Search content
- **Title Search**: Search by title
- **Tag Search**: Filter by tags
- **Category Filter**: Filter by category
- **Search Suggestions**: Smart suggestions

### Search Optimization

Optimize search experience:

- **Ranking**: Sort by relevance
- **Highlighting**: Highlight keywords
- **Search History**: Record history
- **Popular Searches**: Show trending

## Document Interaction

### User Ratings

Collect feedback:

- **Helpful/Not**: Simple rating
- **Star Rating**: Star ratings
- **Comments**: Text reviews
- **Suggestions**: Improvement ideas

### Document Feedback

User feedback:

- **Report Error**: Report errors
- **Suggestions**: Propose improvements
- **Request Update**: Request updates
- **Live Chat**: Contact support

### Social Sharing

Share documents:

- **Share Link**: Generate link
- **Social Media**: Share to platforms
- **QR Code**: Generate QR code
- **Embed Code**: Embed in websites

## Statistics

### View Statistics

Track views:

- **Views**: Total view count
- **Unique Visitors**: Unique users
- **View Trend**: View changes
- **Popular Docs**: Most viewed

### User Behavior

Analyze behavior:

- **Reading Time**: Average time
- **Bounce Rate**: Quick exit ratio
- **Search Keywords**: User queries
- **Click Path**: User navigation

### Effectiveness

Evaluate effectiveness:

- **Helpful Rate**: Helpful rating ratio
- **Resolution Rate**: Problem solved ratio
- **Ticket Reduction**: Related ticket decrease
- **User Satisfaction**: Overall satisfaction

## Knowledge Base

### KB Structure

Build systematic knowledge base:

- **Product Knowledge**: Features and usage
- **Technical Knowledge**: Principles and methods
- **Business Knowledge**: Processes and standards
- **Problem Knowledge**: Common issues and solutions

### Knowledge Accumulation

Accumulate knowledge:

- **Ticket Conversion**: Convert tickets to docs
- **Experience Summary**: Summarize cases
- **Best Practices**: Record best practices
- **Expert Contribution**: Expert shares

### Knowledge Updates

Keep KB current:

- **Regular Review**: Periodic review
- **Timely Updates**: Update promptly
- **Deprecation Marks**: Mark outdated
- **Version Management**: Manage versions

## Document Templates

### Common Templates

Preset templates:

- **Tutorial Template**: Tutorial format
- **FAQ Template**: Q&A format
- **Troubleshooting Template**: Troubleshooting format
- **API Doc Template**: API documentation format

### Custom Templates

Create custom templates:

- Design document structure
- Define content format
- Save as template
- Reuse templates

## Collaboration

### Team Collaboration

Collaborative editing:

- **Permission Management**: Assign edit rights
- **Co-editing**: Multiple editors
- **Comments**: Add comments
- **Review Process**: Document review

### Review & Publish

Review mechanism:

1. **Create Draft**: Edit content
2. **Submit**: Submit for review
3. **Review**: Reviewer checks
4. **Publish**: Publish after approval
5. **Monitor**: Track effectiveness

## Best Practices

### Content Writing

- Clear and specific titles
- Accurate and detailed content
- Clear and easy steps
- Supporting images
- Regular updates

### Organization

- Reasonable categorization
- Clear hierarchy
- Consistent naming
- Complete indexing

### User Experience

- Simple interface
- Fast search
- Easy navigation
- Mobile-friendly

### Continuous Optimization

- Collect feedback
- Analyze usage data
- Optimize content
- Improve knowledge system

## Document Examples

### Getting Started Example

**Title**: How to Get Started

**Structure**:
1. Register account
2. Choose package
3. Configure usage
4. Common questions

### Tutorial Example

**Title**: XX Feature Tutorial

**Structure**:
1. Feature introduction
2. Use cases
3. Step-by-step guide
4. Important notes
5. FAQ

### FAQ Example

**Title**: Connection Issues FAQ

**Structure**:
- Q: Cannot connect, what to do?
- A: Detailed solution steps...

## Troubleshooting

### Cannot Save Document

Check:

1. Is network connection ok
2. Do you have edit permission
3. Is content too large
4. Is browser compatible

### Search Cannot Find

Possible causes:

1. Document not published
2. Insufficient access rights
3. Keyword mismatch
4. Search index not updated

### Format Issues

Solutions:

1. Use standard format
2. Clean copied format
3. Use templates
4. Check HTML code

## Next Steps

- [Ticket Management](/admin/users-support/tickets) - Handle user issues
- [User Management](/admin/users-support/users) - Analyze user needs
- [System Config](/admin/system/config) - Configure document system