Knowledge Base

Your own organization's written guides. The article you're reading right now lives in a Knowledge Base — this is how you build one of your own.

Reading

• How to Browse the Knowledge Base — moving around the tree
• How to Search the Knowledge Base — finding an answer directly

Writing

• Knowledge Base Articles Explained — what an article is, who it can be addressed to, and how it reaches people
• How to Write a Knowledge Base Article — the composer, including related articles and the audience chips
• How to Review and Publish Knowledge Base Articles — the review queue, approving, and taking something back down

Who can read what

Every article is addressed to some combination of three audiences: your members, your team members, and the public. Those aren't suggestions — they decide who the article is served to, both in the product and on your public help site.

An article with no audience chosen reaches nobody except the people who can edit the knowledge base. That's deliberate, and the composer warns you at the point of writing rather than after publishing.

Training the AI Assistant

Separately from who may read it, each article can be marked as training material for the AI Assistant. When it is, the Assistant can answer from it and cite it — respecting the same audience rules, so a team-only article is never quoted to a customer.