Building your knowledge base

Your knowledge base is really two knowledge bases in one, separated by a single visibility setting: public articles your clients can find and read themselves, and internal articles only your own agents ever see.

Public vs. internal

Set an article's visibility when you create it, and change it any time:

• Public articles appear on your client portal's help center, are fully searchable by anyone who visits, and can only be written or edited by an agent or super admin — a tenant_admin can manage their own team's public articles too.
• Internal articles never appear on the public portal under any circumstances. They're for things like escalation runbooks, known workarounds, or notes that would confuse (or shouldn't be seen by) a client — and only your own team (agent/super_admin) can create or view them at all, not even a tenant_admin.

Writing articles that actually get found

Public articles are ranked by real full-text search, not just a substring match — matching against the article title and body, ordered by relevance. A few things that help:

• Put the actual question or task in the title, the way a client would phrase it, not internal jargon.
• Keep one article to one topic. A single, focused "How do I reset my password" article gets found and read far more often than a giant "Account FAQ" that buries the same answer on page three.

The feedback loop

Every public article has a simple "Was this helpful?" Yes/No prompt at the bottom. It's intentionally lightweight — one click, no account or login required — and the running tally shows up both on the public page and in your internal editor, so you can see at a glance which articles are actually working and which ones might need a rewrite.

Where it shows up

• Public articles: your client portal's help center, plus surfaced in global search for your own agents alongside matching tickets.
• Internal articles: only inside the main dashboard, never the portal.

A good starting set

If you're building your knowledge base from scratch, a strong first batch usually covers:

1. The 3–5 questions your support team answers most often, verbatim.
2. Anything your onboarding process already explains by hand to every new client — that's already proven, reusable content.
3. One internal runbook for your single most common escalation path, so a newer agent isn't starting from zero.