Knowledge Base Overview

The Knowledge Base provides structured articles that help agents and customers find reliable answers and documented procedures.

It can support internal guidance, authenticated information, public help content, and other configured knowledge experiences.

Core structure

Knowledge Base content is organized using elements such as:

• portals
• categories
• folders
• articles
• versions
• translations
• tags

Article lifecycle

Articles can move through controlled lifecycle states such as draft, review, approval, publication, and archive.

Published content should represent reviewed information that is appropriate for its intended audience.

Visibility

Article visibility controls who may be eligible to access the content.

Public, authenticated, internal, and restricted use cases should be managed according to your organization's policies.

Version history

Changes to important published content should be preserved through article versioning rather than replacing the historical version without a record.

Good practices

Keep articles focused, accurate, and easy to scan. Review content periodically and update it when the product, process, or policy changes.