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Knowledge Base

The Knowledge Base is where you create and manage articles organized into categories known as FAQ Lists. Articles can be written for internal reference (agent/technician facing) or surfaced to end users on the self-service portal.

Knowledge Base overview

FAQ Lists

FAQ Lists act as categories or groups for organizing your articles. You can create lists for different topics, teams, or audiences. Each list can contain multiple articles and can be configured to be visible internally, externally on the self-service portal, or both.

Articles

From within a FAQ List you can create and manage articles:

  • New Article - create a standard knowledge base article
  • New News Article - create a news-style article for announcements or updates
  • All Articles - browse all articles within the selected FAQ List

Portal Visibility

Articles and FAQ Lists can be published to the self-service portal, making them accessible to logged-in end users. This is useful for providing self-service guides, FAQs, policy documentation, and other reference material directly to your organization's users without requiring agent interaction.