Knowledge

Knowledge is the dedicated module for maintained answers. It is separate from general Collab documents and the Outreach source library.

Availability and access

Knowledge is included with Pro, Team, and Enterprise. The workspace plan enables the feature; roles control what each staff member can do. By default, Users can read, Managers can edit, and Admins and Owners can manage bases and publish. Custom roles can be configured in Roles & Permissions.

Create and organize articles

1. Open Knowledge from the workspace navigation.
2. Create a knowledge base for a product or audience.
3. Add collections to organize that base, then create an article.
4. Write the article, set its summary and audience, and add supporting attachments.
5. Set an owner and review date to keep upkeep organized.

Review and publication

Articles move through draft, review, approval, and publication. Staff with publishing permission can approve and publish. Readers see the published revision; later draft edits do not immediately replace it. Published revisions pin their content and attachments, so removing a draft attachment does not silently change an already published article.

Choose the narrowest useful audience: Public, Customers, Organizations, or Internal. A portal's login setting and the article's audience work together. Internal articles do not become public just because a base is linked to a portal.

Reuse Knowledge

• Connect bases in Shared Inbox settings to find published articles and prepare replies with source references.
• Select bases in Portal Settings to make permitted articles available to visitors.
• Link articles to Cases to keep useful answers beside a request. A staff link does not change an article's portal visibility.