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.
Knowledge base — for customers
- Open Support / service → Knowledge base.
- Write the article and put it in a group.
- Publish it. Customers see it in their portal and the chatbot can answer from it.
- Reports & analytics → Reports → Knowledge base articles shows what is actually read — which is what tells you what to write next.
Wiki — for your team
- Support / service → Wiki book → Wiki books for the structure, Wiki articles for the content.
- Posted by me and Bookmarks are the two views you will use daily.
Notes — for you
Support / service → Notes is personal. Notes can also be attached directly to a customer, a lead, a project or a ticket, which is usually the better place for them.
Tour guide
Support / service → Tour guide builds a guided walkthrough for people new to your workspace — a written onboarding that runs inside the product.
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