Public knowledge base · your Help Center with no login

The Knowledge base holds your company's help articles and publishes the approved ones on an open page, with no login, under your brand. It solves the problem of answering the same question several times a day: the customer finds the answer on their own, the self-service chatbot starts using the same text, and the support team stops rewriting it. You write, an administrator approves, and only then does the article become visible to the public.

Every support team repeats itself. The Knowledge base exists so you write the answer once and reuse it in three places: the public page of your Help Center, the self-service chatbot and the team's internal search. An article is an ordinary CRM record, so it has history, tags and a trash bin like any other.

Where it lives

In the menu, under Marketing, open Knowledge base. The screen has four tabs: Articles, Review, Import and Feedback. The list of articles as records also lives under Service, in the Knowledge base item.

Writing an article

1. On the Articles tab, fill in the Title and the Content and click Create. The article starts with the Status set to Draft.
2. Open the article to complete the Category (Product, Process, FAQ, Onboarding or Other) and the Tags (keywords separated by commas, used by the portal search).
3. When the text is ready, click Send to review. The system saves a version of the content you submitted.
4. An administrator opens the Review tab and clicks Approve & publish, or Reject with a Reason for rejection.

Approving is what changes the Status to Published, and only a Published article appears on the public page. Draft and Archived always stay internal.

What the public sees

• The page opens with no login, with your organization's logo and the title Help Center.
• Articles appear grouped by category; the search box at the top searches the title, the content and the tags, on the server.
• Each article asks whether it was helpful, with 👍 and 👎.
• Anyone still stuck gets an I still need help form: as the person types the subject, the portal suggests related articles and only then opens a ticket.
• The page presents itself in ten languages, following the browser language of whoever visits.

Sharing the link to an article

1. Open the article as a record.
2. In the More menu, at the top of the page, click Copy help-center link.
3. Paste the address into an email, a chat or your website.

Importing and measuring

On the Import tab, paste the address of a web page or a PDF: the system fetches it, extracts the text and creates a draft for you to review before publishing. On the Feedback tab you see the Most helpful articles, the ones that Need attention (too many 👎), and the Unanswered questions, which are what the self-service chatbot was asked and found no article for. That last list is the best writing agenda there is.

Permissions and limits

• Writing, editing and sending to review: anyone with write access to the Knowledge base.
• Approving and publishing, and rejecting too: only people who administer the organization's settings.
• Every article keeps versions; you can restore an earlier version, and restoring also creates a new version (the history is never rewritten).
• Smart search by meaning needs an AI provider configured. Without one, search keeps working on text.
• The public page is isolated by organization: it shows only your company's published articles.

Common questions

• I unpublished by mistake, now what? Set the Status back to Draft or Archived: the public address stops opening immediately, without deleting anything.
• I deleted the article, did I lose the text? No. It goes to the Trash and can be restored for thirty days.
• Why does my article not appear on the portal? It is almost always a Status other than Published. Check as well that you are looking at your own organization's address.
• Does the customer need a password? No. The public Help Center is open, which is why you should only publish what anyone may read.

Open this article inside the system →