The knowledge base is where you write articles, called posts, for your customers and your team: explainers, FAQs, financing guides, maintenance tips, company news. You can publish them to a branded knowledge base, surface them inside proposals, and add a link to them in your customer-facing navigation. This article covers writing posts, publishing, and the two ways customers see them.
Writing a post
A post has a title and a rich-text body, and you can add a cover image and assign it to one or more categories to keep the knowledge base organised. Posts are written by admins and team members. Pericles, our AI assistant, can help draft a post for you; as with all AI features, that is a Pro capability (see the related Pericles article).
Each post has a draft and published state. While it is a draft, only your staff can see it, so you can work on it before it goes live. Publish it when it is ready. Posts also track a view count and an estimated reading time.
Who can see posts
- Staff (admins and team members) see every post, including drafts.
- Agents and installers can read your company's posts.
- Clients and the public see only published posts.
So a draft is safe to work on, and publishing is the switch that makes a post visible to customers.
Showing posts on proposals
You can surface posts inside a proposal. When editing a quote, pick the published posts you want to include, and they appear in their own section of the proposal with a title and a short intro you write. This is a good way to put your financing explainer or warranty overview right in front of a customer as they review their offer.
You can save your selection and intro as company defaults, so the same helpful posts appear on every new quote automatically. The section can be reordered or hidden on any individual proposal.
The knowledge base link in your navigation
You can also give customers a standing link to your whole knowledge base. In the knowledge base settings you can:
- Turn on the navigation link so a knowledge base link appears in your customer-facing navigation.
- Set the link text (for example "Resources", "Help", or "Learn").
- Set the knowledge base title shown at the top of the page.
With this on, customers browsing a proposal or the portal can jump to your full library of published posts at any time.
Comments and feedback
Posts support discussion and a simple helpfulness signal:
- Comments. Readers can comment on a post, with threaded replies and likes, and the author is notified. (Unlike quote comments, post comments do not support mentions, and Pericles does not reply to them.)
- Feedback. Readers can mark a post helpful or not helpful, one rating each, and the author is notified. The counts help you see which articles are landing.
Quick reference
- Write and publish: draft a post, then publish it to make it visible to customers.
- Organise: use categories so the knowledge base stays tidy.
- Put it in proposals: select posts on a quote, with a title and intro, and save them as defaults for every quote.
- Add the nav link: turn on the knowledge base link and set its text so customers can browse everything.
Related articles
- The Client Portal. Where customers read your published posts and see the navigation link.
- Team Members, Roles, and Permissions. Who can write posts versus who can only read them.
- Pericles, Your AI Assistant. AI help for drafting posts.
