Knowledge Base
The Knowledge Base (KB) provides self-service answers to frequently asked questions and common documentation. Browse it before creating a ticket — your answer might already be there.
Accessing the Knowledge Base
- Log in to the client portal
- Click Knowledge Base in the navigation
- Browse by category or search for specific topics
Browsing by Category
The Knowledge Base is organized into categories and sub-categories:
Knowledge Base
├── General FAQs
│ ├── Account & Login
│ ├── Billing & Invoicing
│ └── Service Overview
├── Website Management
│ ├── Content Updates
│ ├── Product Changes
│ └── Domain & Hosting
├── E-Commerce
│ ├── Orders & Checkout
│ ├── Inventory
│ └── Shipping & Tax
└── Technical
├── Integrations
├── Performance
└── Security
Click any category to see articles within it.
Searching the Knowledge Base
How to Search
- Use the search bar at the top of the Knowledge Base
- Type keywords related to your question
- Results appear as you type (or click Search)
- Click an article title to read it
Search Tips
| Tip | Example |
|---|---|
| Use specific terms | "reset password" instead of "can't log in" |
| Try different words | "shipping" or "delivery" or "tracking" |
| Include the product | "BigCommerce product import" |
| Keep it short | 2-4 words work best |
Reading an Article
Each KB article includes:
- Title — what the article covers
- Content — step-by-step instructions, explanations, or answers
- Last Updated — when the article was last revised
- Attachments — additional files if applicable
If the KB Doesn't Help
If you can't find an answer in the Knowledge Base:
- Use the information you found to describe your issue better
- Click Open a New Ticket
- Reference what you found (or didn't find): "I checked the KB article about X but my situation is different because..."
- This helps the team understand you've already tried self-service
Common KB Topics
Account Management
- How to update your profile
- How to change your password
- How to add team members to your organization
- Understanding user roles and permissions
Website Maintenance
- How to request content changes
- How to update product information
- Image requirements and specifications
- How to report broken pages or links
Billing
- Understanding your invoice
- How hours are tracked
- What's included in your support plan
- How to request additional work
Technical Help
- Clearing your browser cache
- Checking if a site issue is on your end
- How to provide access credentials securely
- Understanding staging vs. production environments
FAQ: About the Portal Itself
How do I know if my issue needs a ticket vs. a KB article?
| Situation | Action |
|---|---|
| General "how to" question | Check the KB first |
| Something broken right now | Open a ticket |
| Need a change made | Open a ticket |
| Want to understand a feature | Check the KB, then ticket if unclear |
| Time-sensitive problem | Open a ticket (don't wait for KB) |
Is the Knowledge Base always up to date?
The KB is maintained by the Rhino Group team. Articles are updated as processes change. If you notice outdated information, let us know via a ticket.
Can I suggest a KB article?
Absolutely! If you find yourself asking the same question repeatedly, submit a ticket requesting a KB article on that topic. We'll create one for future reference.