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Configure shared article styles and callouts

Updated Monday, October 26, 2026 · Marc Staine

Shared styles make important guidance recognizable across the knowledge base. Callouts format a paragraph or block, while text styles emphasize selected words using a centrally managed appearance.

Applies to: Supportbench Core. Location: Settings → Knowledge Base → Styles & Callouts. Access and available controls depend on your role and account capabilities.

Before you begin

  • Confirm you have the relevant knowledge-base administration permission.
  • Identify the intended article audience and affected existing articles before changing shared configuration.

Configure and verify

  1. Open Settings → Knowledge Base → Styles & Callouts.
  2. Find the item in the list and open it, or choose the page’s new-item action.
  3. Enter a clear name and description. Set the fields below, including any scope, hierarchy, visibility or availability controls.
  4. Save the item and resolve any validation message. Reopen it to confirm the saved values.
  5. Check the relevant selection list or form using a user with the intended access. Repeat for an excluded user or division when scope is restricted.

Settings reference

Settings and actions

SettingWhat it controlsHow to choose
NameShared style name, up to 80 characters.Use a purpose such as Tip or Important rather than a color name.
TypeCallout or Text style; locked after creation.Choose a callout for a complete paragraph and a text style for selected words.
Available in editorMakes the style available for author selection.Retire unused choices without creating competing replacements unnecessarily.
Icon / Icon sizeNone, Information, Tip, Warning or Important; 16, 20, 24, 32 or 40 pixels.Match the icon to the message and keep it proportionate to the text.
Foreground / Background / Accent colorsControls readable text, surface and accent presentation.Check contrast in the live preview.
Accent width / Padding / Corner radiusWidth 0–8, padding 0–32 and radius 0–24.Use consistent spacing across related callouts.
Text weight / Underline / ItalicRegular, medium or semibold weight plus optional emphasis.Avoid combining every emphasis option.
Display orderOrdering from 0 through 999.Place frequently used styles first.
Preview / Contrast warningShows sample article rendering and flags contrast problems.Review before saving and check an actual article afterward.

Behavior to know

  • Changing a shared style affects all articles using it, including published content. Read the impact confirmation.
  • Dark-palette values can exist in stored configuration, but this form does not offer separate dark-color controls.

Recommended use

  • Use clear, consistent names and keep the number of shared choices manageable.
  • Review the effect on existing articles, templates and workflows before changing shared configuration.

Worked example

  1. Create a Tip callout with a small information icon and readable colors.
  2. Set consistent padding and modest accent width.
  3. Review contrast, save, then apply it to a representative article paragraph.
  4. Check the article in the agent view and portal.

Troubleshooting

ProblemWhat to check
The item is missing from a picker.Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.
The form rejects a save.Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.
An existing record still shows an old value.A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed.
  • Knowledge Base → Organize knowledge-base topics and access
  • Knowledge Base → Configure article templates and AI authoring guidance
  • Knowledge Base → Manage knowledge-base tags and audiences
  • Knowledge Base → Configure shared article styles and callouts

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