The knowledge base, the wiki and notes
Three places to write things down, for three different audiences.
Writing something down once is only useful if the next person looks in the right place. These three differ by who reads them.
Where to find itKnowledge in the sidebar, and Notes below My calendar.
Help articles — for customers
- Open Knowledge → Help articles.
- Click New article, write it and put it in a group. Use Manage groups for the groups.
- Publish it. A status of Published, Draft or Internal only controls who can read it.
- Customers find published articles in their portal, and the chatbot can answer from them.
The reports area shows which articles are actually read, which tells you what to write next.
Company wiki — for your team
- Knowledge → Company wiki → Books for the structure, Articles for the content.
- Written by me and Bookmarks are the two views you will use daily.
Notes — for you
Notes are personal by default and can be shared. See Notes and reminders.
Guided tours
Knowledge → Guided tours builds a walkthrough for people new to your workspace. Only administrators see it.
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