Setting Up a Knowledge Base
Knowledge bases lets you organize and deliver information specific to your business. Knowledge bases can increase the efficiency of your support reps and increase communication within 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 before you use Knowledge Base.
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Click Save.
Enabling Knowledge Base creates links to topics, solutions, and to knowledge base publishing on the 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 this topic 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 that subtopics appear when 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. Solutions can also be ordered in this way.
Knowledge bases are organized by topics and subtopics that contain solutions. You can create multiple knowledge bases that target groups of people you work with. For example, you might want to create a knowledge base that your support reps use to organize solutions for common case issues. You might create and another knowledge base for your human resources department to use to post benefit forms or employee directories.
You can also create a single knowledge base and pick specific topics and subtopics to publish to the groups of people you work with.