Knowledge Base

The knowledge base is where you write down what your team knows once, so nobody has to answer the same question twice. Each answer is a page. Your team can search the pages, the Assistant reads them when it answers, a web agent on your website answers visitors from them, and the pages you choose to publish show on a public help center.

You get it by adding the Wiki template. It gives you a group called Wiki with a list of pages, three ready-made views, and a help center that is waiting to be switched on.

Use cases

Situation	How the knowledge base helps
New teammates keep asking the same questions	Write a handbook once. Pages can sit inside other pages, so a “Team handbook” can hold “Your first week” and “Tools we use”.
Customers ask the same questions every week	Publish the answer for customers. It shows on your help center, grouped by topic, with a search box.
Rules that only your team should know	Keep the page Team only. It never shows to customers and the web agent never reads it.
Someone needs a quick answer while working	Ask the Assistant. It looks through your pages and names the ones it used.
Customers write at night	A web agent on your website answers from the pages you published, day and night.
A page is not ready yet	Save it as a Draft. Nobody outside the team sees it until you publish it.

Before you begin

Adding the Wiki. Only admins can add templates. The Wiki builds on the CRM template, so if the CRM is missing the Wiki card says to add it first.
Reading. Everyone in the workspace can open the Wiki and read every page, including drafts and team pages.
Writing. To add or change pages, a person needs to be an Editor in the Wiki group. Viewers can read but the Create button is greyed out for them.
The help center. Switching it on, and changing which pages it shows, is for admins only. Other people who open the portal settings see a note that only admins can set up portals.

Add the Wiki

Open Settings, then Objects & Groups, then Templates.
Find the Wiki card.
Choose Preview to see what gets added: the Articles list, the Wiki group with its views, and a Help centre. Nothing you already have changes.
Leave the box Add 9 example records ticked if you want to start from sample pages, or untick it to start empty. It is ticked by default.
Choose Add to workspace. A message says Wiki added.

The Wiki group now appears in your sidebar. Example pages link to their parent pages a few seconds later, so give them a moment.

What the examples are

There are nine example pages, all marked [SAMPLE] at the end of their title:

Three Team only pages nested inside each other: Team handbook, Your first week and Tools we use.
Six pages meant for customers: Opening hours, Set up your account, Track your delivery, Change or cancel an order, Pay an invoice and I can’t sign in.

The six customer pages are already published. Once you switch the help center on, customers will see them. Replace or remove them first if they do not fit your business. On the Templates page, admins see Example data with Remove example data. Removed examples can be brought back from the Deleted Bin for 30 days.

If you added the Service desk template instead, it has its own Help articles list with the same fields and works the same way. See Service Desk.

Find your way around

Open Wiki in the sidebar. A list of pages opens with a search box at the top and three views.

View	What it shows
All pages	Every page, A to Z by title, with Title, Inside page, Category, Tags, Status and Who can read it. This is the first view you see.
Team pages	Only pages set to Team only, with Title, Inside page, Category and Status.
Drafts	Only pages whose Status is Draft, with Title, Inside page, Category and Who can read it. Use it as your to-do list of pages to finish.

Open any page and it reads like a document. The big title is at the top, the main text comes first and fills the width, and the other details (category, tags, status and so on) are in a compact list below it.

A page that has no Status chosen yet does not appear in Drafts. Always pick one.

Search

Type at least three characters into the search box to search the pages. The search looks at meaning, not only exact words, so “send something back” can find a page called “How to return an order”. Results come back best match first.

Write a page

Open Wiki and choose Create.
Type the page name next to Enter Title.
Under Body, choose Add and write the text. Short paragraphs, headings, lists and bold text all work. A few clear sentences are better than a long page.
Choose a Status, Who can read it and, if you like, a Category, Tags and Inside page (see below).
Choose Finish & Close. The page is now in the list.

While you type the title, the app checks for pages that look similar. If it finds one, it asks Edit existing record? with Edit record and Keep creating. Choose Edit record to avoid writing the same page twice. Choose Keep creating if yours is truly different.

Status

Status	Meaning
Draft	Work in progress. Never shown to customers.
Published	Ready. Shown to customers if Who can read it is Customers too.
Archived	Kept for the team but never shown to customers.

Who can read it

Team only keeps the page inside your team.
Customers too lets the page appear on your help center and lets the web agent use it, once the page is Published.

A field called Shown to customers fills itself in. It says Yes only when the page is Published and set to Customers too. In every other case it says No. You cannot change it by hand, and it is the single rule that decides what outsiders can see.

Category and tags

Category is the topic customers browse by on the help center. The choices are Getting started, How-to, Troubleshooting, Billing and Policies. Tags are extra labels and show beside the page: Account, Orders, Payments, Delivery and Security. A page without a category still shows, but it is not listed under any topic.

Admins can add more fields in Settings → Objects.

Put a page inside another page

Use Inside page to place a page under another one, like a chapter in a handbook. The Inside page column in the views shows where each page sits. A page cannot sit inside itself or inside one of its own sub-pages. If you try, the app says A page can’t sit inside itself or one of its own sub-pages.

Publish a page for customers

Write the page, or open an existing one.
Set Status to Published.
Set Who can read it to Customers too. Shown to customers now says Yes.
Make sure the help center is switched on (next section).

To take a page back, set Status to Draft or Archived, or set Who can read it to Team only. It leaves the help center and the web agent straight away.

Turn on the help center

The Wiki comes with a help center called Help centre that is ready but switched off. It has one page, Help articles (“Search our guides or browse by topic”), and it shows only pages where Shown to customers is Yes.

Open Features and choose Open on the Support card. Choose the Help center tab. You can also reach it from Settings → Objects & Groups → Portals.
On the help center card, choose Edit portal.
In the left column choose Help articles, then the Records tab. Here you can see that it reads the pages in the Wiki and only those marked for customers.
Switch the Off switch in the header to Live. Anyone with the link can read it. No sign-in is needed.
Choose Save portal.
Choose Share to copy the link, scan the QR code, or choose Open portal to see it as a customer does. Put the link on your website or in your emails.

If you would rather start a new help center from scratch, choose New help center on the same tab. It needs the Wiki. If the Wiki is missing, the setup offers Add help pages.

The Support page has three tabs: Overview, Help center and Web agent. Overview shows which steps are done: Publish a help center, Add a web agent and Shared mailbox. Every step is optional.

More about links, logo, closing the portal and replacing the link is in Customer Portal.

How it looks to the customer

A customer who opens the link sees a header, How can we help?, with a search box (Search for answers), then Browse by topic. Each topic shows how many articles it holds. Opening a topic lists its articles. Opening an article shows its title, its category and tags, the formatted text, and More in the same topic. A Back to articles button returns to the list.

Search. Customers type at least two characters. Results appear after a short pause as N results for “words”, each with the matching text. The search finds pages by meaning and by words, and a hit in the title counts most. If nothing matches they see Nothing matches “words” and a hint to try fewer or different words.
Formatting. Headings, lists, bold text and links show nicely. Links open in a new tab. Raw HTML in a page is ignored.
Shareable. Each article has its own address, so you can send a link straight to one answer.
What they never see. Team pages, drafts, archived pages, and any field you have hidden from outsiders.

How the Assistant uses your pages

Ask the Assistant a how-to or policy question, such as “A customer wants to return an order. What do I tell them?” It first looks through your pages and answers in its own words, naming the pages it used with an @ before the title so you can open them and check.

It only reads pages you are allowed to open.
It searches objects that open as pages and have search by meaning on. The Wiki is set up this way. You can also name another object in your question.
When you ask it to draft a reply to someone outside the company, it uses only what your help center already shows customers. Team pages and drafts are left out. The help center must be switched on for this.
If you use another assistant such as ChatGPT or Claude, the Assistant page has a Set up in Claude link to connect it so it can read your pages the same way.

Use another object as knowledge

Any object can open as a page, not only the Wiki. Admins open Settings → Objects, choose the object, and open the Record options tab. Switch on Open records as a page. Your whole team then sees its records as pages, and the Assistant treats it as a source. It is great for meeting notes or how-to guides.

How the web agent uses your pages

A web agent is a chat bubble on your website. By default it answers from exactly what your help center shows, so it reads only published pages marked Customers too, and only while the help center is Live.

It names the page an answer came from (it shows From: and the title).
If no page answers the question, it says so and offers a person.
Under Answers from in the agent’s settings, an admin can choose other objects. Each one needs at least one group ticked or one filter, such as Status equals Published. Otherwise saving fails with Choose a group or a filter for each object the answers come from. Up to ten sources can be added.
If you have no help pages yet, the web agent setup shows Add help pages, which adds the Wiki, and Write your first page, which opens it.

A page you publish is picked up by the help center, the web agent and the Assistant’s customer drafts at the same time. There is nothing to sync.

Limits and defaults

Customer search: at least 2 characters and at most 200. Up to 20 results.
Each internet address can search a help center 30 times a minute. All visitors to one workspace together share 300 searches a minute. Customers over the limit are asked to wait a few minutes.
The help center lists up to 200 pages at a time.
Search by meaning needs a moment after you save. A new or edited page is picked up in the background.
Very long pages are read for meaning only up to a limit, so keep each page about one topic.
The Assistant returns up to five sources per question by default.
A weak match is dropped, so a question with no related page returns nothing instead of a wrong page.

Troubleshooting

A page does not show on the help center

Check the page in the list: Status must be Published and Who can read it must be Customers too, so that Shown to customers says Yes. Then check that the help center is Live (Support, Help center, Edit portal). A page without a Status is not shown.

Customers search and find nothing

The page must be published for customers. Search covers the title, the text and the category and tags shown on the page. Try the words a customer would really use. A brand-new page can take a little while to become findable by meaning.

The Assistant does not mention my page

Check that you can open the page. If you asked for a customer reply, check that the page is published, marked Customers too, and that the help center is Live. If the question is about another object, name it or make sure it opens as a page.

The web agent says it cannot answer

It only reads what the help center shows, or the sources you set under Answers from. Publish the page, switch the help center on, or add the source.

I cannot see the Create button, or it is greyed out

You are not an Editor in the Wiki group. Ask an admin to add you to the group as an Editor.

I cannot add the Wiki template

Only admins can add templates. If the card says Add CRM first., add the CRM template, then the Wiki.

The template failed to add

The app says Couldn’t add the template. Nothing you had was changed, so you can safely try again. Try again in a moment.

A search says “Type something to search for” or “Searches can be up to 200 characters”

The box was empty or the question was too long. Shorten it.