Setting Up a Knowledge Base
Knowledge bases let you organize and share information specific to your business, can increase the efficiency of your support reps, and improve communication in your company.
To enable the Knowledge Base feature:
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Go to Setup > Company > Enable Features.
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Click the CRM subtab.
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Under Support, check the Knowledge Base box.
You must have the Customer Relationship Management feature enabled to use Knowledge Base.
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Click Save.
Enabling Knowledge Base creates links to topics, solutions, and to knowledge base publishing on Lists > Support > Topics.
You can create a hierarchy of topics and subtopics to organize your knowledge base solutions. When you create a new topic, you can place it under a parent topic by selecting the parent topic in the Subtopic Of field.
Solutions are attached to topics and subtopics. When you publish a parent topic, the subtopics and solutions under that parent topic are also published.
You can change the order of subtopics when they're published. Go to Cases > Customer Service > Topics. Click Edit next to the topic you want to arrange. On the topic record, click the Subtopics tab. Use the Move Up, Move Down, Move to Bottom and Move to Top buttons to place the subtopics in the required order. You can order solutions the same way.
Knowledge bases are organized by topics and subtopics that contain solutions. You can create multiple knowledge bases for different groups of people you work with. For example, you can create a knowledge base for support reps to organize solutions for common case issues, and another one for HR department to post benefit forms or employee directories.
You can also create a single knowledge base and choose which topics and subtopics to share with each group.