Creating knowledge

How to · Updated 2026-08-11 · Describes Sprint 35

In the Knowledge Base, name a new article, add sections and lines, tick the lines a customer may be told, save, and send it for review.

Steps

1. Open the Knowledge Base and type a title under New article.
2. Choose who can see it: your team, or customers.
3. Add a section, give it a heading, and add the lines that answer the question.
4. Tick “May be said to a customer” on every line that is safe to quote.
5. Save. Every save creates a new version; nothing is overwritten.
6. Send for review.

Why lines are marked one by one

An article usually contains both what to tell a customer and what your team needs to know first. "Check with Dana before promising a refund" belongs in the article and must never reach a customer, so quotability is per line and defaults to off.