Knowledge Base

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

1. Navigate to Knowledge Base
2. Click New Article
3. Enter the article title
4. Write your content using the rich text editor
5. Set the category and tags
6. Configure visibility settings
7. 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:

1. Overview: Brief summary of the topic
2. Prerequisites: What users need to know first
3. Steps: Numbered instructions
4. Screenshots: Visual aids where helpful
5. Troubleshooting: Common issues and solutions
6. 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.

1. Open an article in edit mode
2. In the right sidebar, find the Attachments section
3. Click Upload file and select a file from your computer
4. 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.

1. Open an article in edit mode
2. In the right sidebar, find the External Links section
3. Click Add link
4. Enter a title, URL, and optional description
5. 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:

1. Go to Knowledge Base > Settings > Categories
2. Click Add Category
3. Enter category name and description
4. Optionally set a parent category for hierarchy
5. 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:

1. When editing an article, scroll to Tags
2. Enter relevant tags (e.g., "password", "reset", "windows")
3. Tags help users find related content across categories

Visibility Settings

Internal vs External

Configure who can view each article:

Setting Visibility

1. Edit the article
2. Go to Settings tab
3. Choose visibility level
4. For portal-specific, select allowed companies
5. Save changes

Customer Portal Integration

Publishing to Portal

Make articles available to customers:

1. Set article visibility to "Portal" level
2. Assign to a portal-visible category
3. Articles appear in the customer's Knowledge Base section

Featured Articles

Highlight important articles:

1. Edit the article
2. Enable Featured
3. 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:

1. Edit the article
2. Scroll to Related Articles
3. Search and add related articles
4. Related articles appear at the bottom of each article

Version History

Tracking Changes

Core tracks article revisions:

1. Open an article
2. Click History
3. View all versions with timestamps and authors
4. Compare versions side by side

Restoring Previous Versions

To revert to an earlier version:

1. Open the version history
2. Select the version to restore
3. Click Restore This Version
4. The restored version becomes a new revision

Article Templates

Creating Templates

Save common article structures as templates:

1. Create an article with your standard structure
2. Click Save as Template
3. Name the template

Using Templates

Start new articles from templates:

1. Click New Article
2. Select From Template
3. Choose the template
4. 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.

1. Open an article
2. Click the Pin icon next to the Edit button
3. 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

See also

• Customer Portal
• Managing Tickets