The internal knowledge base

A knowledge base is the shared library of answers your team draws on so everyone resolves the same issue the same way. In KudosCRM this knowledge base is internal — built for your support agents, not the public — so they can find a vetted answer fast while working a ticket instead of reinventing it each time.

This guide writes an article, publishes it, and searches the library. It also draws a clear line: the live knowledge base is internal and agent-facing. A public, self-serve help center for customers is on the roadmap, not live today.

Who this is for

Support leads and admins who curate team answers, and agents who write up and search vetted solutions while handling tickets.

Before you start

• A KudosCRM account with permission to create and publish knowledge base articles.
• A repeatable answer worth documenting — a fix, a policy, or a how-to your team explains often.
• An understanding that this library is internal and agent-facing; a public help center is on the roadmap.

Internal and agent-facing — and sanitized
The knowledge base is internal today: it's for your support agents, not a public self-serve help center (that's on the roadmap). Articles carry a slug, a state of draft, published, or archived, and helpful and view counters. Article content is sanitized both on save and on serve, so what agents read is clean and safe. There's no public customer-facing rendering of these articles yet.

Use the internal knowledge base, step by step

1. Write a new article
   Create an article for a repeatable answer — say 'Resetting a locked account' or 'Our refund window and how to process one'. Give it a clear title and write the steps your agents need.
2. Let the slug generate
   Each article gets a slug — a clean, URL-friendly identifier like resetting-a-locked-account — so it has a stable handle agents can reference and link to within the library.
3. Save as a draft while you refine
   Keep the article in draft while it's being written or reviewed. A draft isn't part of the searchable, ready-to-use library yet, so work-in-progress doesn't reach agents before it's vetted.
4. Publish when it's ready
   Move the article to published so it appears in the agent-facing library and shows up in search. Content is sanitized on save and again on serve, so what your team reads stays clean and safe.
5. Search the library from a ticket
   While working a ticket, search the knowledge base to find the right answer fast — for example, an agent helping Globex Inc. searches 'refund' and pulls up the vetted process instead of guessing.
6. Track helpful and views, then archive what's stale
   Watch the helpful and view counters to see which articles are pulling their weight. When an answer goes out of date, archive it so it leaves the active library without being deleted from your history.

What you get

• A vetted, internal library your support agents search while working a ticket.
• Articles with stable slugs and draft, published, and archived states, so only ready answers go live.
• Sanitized content on save and on serve, keeping what agents read clean and safe.
• Helpful and view counters that show which articles are working — and which to archive.

Frequently asked questions

Is the knowledge base public or internal?

It's internal and agent-facing today — built for your support team to search while working tickets, not for customers to browse on their own. A public, self-serve help center is on the roadmap, but there's no customer-facing rendering of these articles yet.

What do the article states mean?

Each article is draft, published, or archived. Draft is work-in-progress that isn't in the live library; published is vetted and searchable for agents; archived removes an out-of-date article from the active library without deleting it from your history. That keeps the searchable set current.

Is article content safe to publish?

Yes. KudosCRM sanitizes article content both when you save it and again when it's served, so unsafe markup is stripped and what agents read stays clean. Each article also has a stable slug, so it has a consistent handle within the library.

How do I know which articles are useful?

Articles carry helpful and view counters, so you can see which ones agents open and find valuable. Use those signals to spot the answers worth keeping front and center — and to archive the ones that have gone stale and stopped earning their place.

Learn more

• Knowledge base (feature) — Everything the internal knowledge base does, on the feature page.
• Customer support (feature) — How the knowledge base fits the wider support toolset.