Knowledge Base
Create and manage documentation, FAQs, and troubleshooting guides for your team and customers
Overview
Core's Knowledge Base provides a centralized repository for documentation, FAQs, troubleshooting guides, and SOPs. Share knowledge internally with your team or externally through the customer portal.
Spaces
Spaces organize your knowledge base into logical sections (e.g. "IT Policies", "Onboarding", "Network"). Any team member with the right permissions can create spaces.
- Creating a space: Click New Space on the Knowledge Base page, give it a name, optional description, icon, optional tags, and visibility setting (internal or portal).
- Editing a space: Open a space and click Edit Space to change its name, description, icon, tags, or visibility.
- Tagging a space: Add short tags like a customer name or category (e.g. "onboarding", "policies"). Tags are optional and used to group spaces on the Knowledge Base index.
- Grouping the index by tag: On the Knowledge Base page, toggle Group by tag to organize spaces into labeled sections. Untagged spaces appear under "Other". This works alongside grid or list view.
- Deleting a space: The person who created a space can delete it, as can admins and above. A space can only be deleted once all articles have been removed from it.
Creating Articles
Writing a New Article
- Navigate to Knowledge Base
- Click New Article
- Enter the article title
- Write your content using the rich text editor
- Set the category and tags
- Configure visibility settings
- Click Publish or Save as Draft
Rich Text Editor
The editor supports:
- Formatting: Bold, italic, headings, lists
- Code blocks: Syntax-highlighted code snippets
- Images: Upload or embed images
- Videos and other files: Drag a file into the article (or use the editor’s upload options) and it appears in the article body, including on a brand-new draft before you save for the first time
- Links: Internal article links and external URLs
- Tables: Structured data presentation
- Attachments: Downloadable files
Article Structure
Well-organized articles typically include:
- Overview: Brief summary of the topic
- Prerequisites: What users need to know first
- Steps: Numbered instructions
- Screenshots: Visual aids where helpful
- Troubleshooting: Common issues and solutions
- Related articles: Links to related content
Attachments
Attach files to any article for readers to download — useful for templates, checklists, reference documents, or any file that complements the article content.
- Open an article in edit mode
- In the right sidebar, find the Attachments section
- Click Upload file and select a file from your computer
- The file appears in the attachments list with its name and size
Attachments are visible to anyone who can view the article, including customer portal users if the article is portal-visible. Readers can download attachments directly from the article page.
To remove an attachment, hover over it in the sidebar list and click the delete icon.
External Resource Links
Link to external resources like vendor documentation, reference tools, or related websites. Unlike inline links in your article content, external resource links appear as a dedicated section below the article — making them easy to find.
- Open an article in edit mode
- In the right sidebar, find the External Links section
- Click Add link
- Enter a title, URL, and optional description
- Click Add
External links open in a new tab and are visible to portal users when the article is portal-visible.
Organizing Content
Categories
Organize articles into categories:
- Go to Knowledge Base > Settings > Categories
- Click Add Category
- Enter category name and description
- Optionally set a parent category for hierarchy
- Save the category
Subcategories
Create nested structures for complex topics:
- Hardware
- Workstations
- Servers
- Networking
- Software
- Microsoft 365
- Security Tools
Tags
Add tags for cross-category discovery:
- When editing an article, scroll to Tags
- Enter relevant tags (e.g., "password", "reset", "windows")
- Tags help users find related content across categories
Visibility Settings
Internal vs External
Configure who can view each article:
| Visibility | Who Can Access |
|---|---|
| Internal | Team members only |
| Portal - All | All customer portal users |
| Portal - Specific | Selected companies or contacts |
| Public | Anyone with the link |
Setting Visibility
- Edit the article
- Go to Settings tab
- Choose visibility level
- For portal-specific, select allowed companies
- Save changes
Customer Portal Integration
Publishing to Portal
Make articles available to customers:
- Set article visibility to "Portal" level
- Assign to a portal-visible category
- Articles appear in the customer's Knowledge Base section
Featured Articles
Highlight important articles:
- Edit the article
- Enable Featured
- Featured articles appear prominently on the portal home
Search and Discovery
Full-Text Search
Users can search across all accessible articles:
- Title and content are searchable
- Tags boost search relevance
- Recent and popular articles appear first
Related Articles
Link related articles together:
- Edit the article
- Scroll to Related Articles
- Search and add related articles
- Related articles appear at the bottom of each article
Version History
Tracking Changes
Core tracks article revisions:
- Open an article
- Click History
- View all versions with timestamps and authors
- Compare versions side by side
Restoring Previous Versions
To revert to an earlier version:
- Open the version history
- Select the version to restore
- Click Restore This Version
- The restored version becomes a new revision
Article Templates
Creating Templates
Save common article structures as templates:
- Create an article with your standard structure
- Click Save as Template
- Name the template
Using Templates
Start new articles from templates:
- Click New Article
- Select From Template
- Choose the template
- Customize the content
Analytics
Article Metrics
Track how articles perform:
- Views: Total and unique views
- Helpful votes: User feedback
- Search appearances: How often found via search
- Time on page: Engagement indicator
Identifying Gaps
Find areas needing more documentation:
- Search terms with no results: Topics to cover
- Low-rated articles: Content needing improvement
- Support tickets: Common issues without articles
Pinning Articles for Quick Access
Pin articles you reference frequently so you can read them from anywhere in Core without navigating away from your current page.
- Open an article
- Click the Pin icon next to the Edit button
- The article appears as a small card in the bottom-right corner of your screen
Reading pinned articles
- Click a pinned article card to open a large reader panel with the full rendered article content — perfect for following a procedure while working a ticket
- Double-click or Shift+click to navigate to the full article page
- Click the X on a card to unpin it
You can pin both articles and tickets. Pinned items persist across page navigations and browser refreshes.
Best Practices
- Write for your audience: Internal docs can be technical; portal articles should be accessible
- Keep articles focused: One topic per article
- Use screenshots: Visual guides improve comprehension
- Update regularly: Review articles quarterly for accuracy
- Gather feedback: Use helpful/not helpful ratings to prioritize improvements
- Link generously: Connect related articles for better navigation