Documentation technicians will actually search.
Organize articles in spaces, publish when ready, and surface answers in the assistant and portal.
Knowledge dies in shared drives. Core keeps KB articles searchable, permissioned, and organized by publish status—so the answer you find is the one customers are allowed to see.
Structure
Spaces for teams, topics, or audiences.
Clear hierarchy. Separate internal SOPs from customer-safe articles without duplicating tools.
Publishing workflow. Draft and publish states prevent half-written docs from leaking.
Template: new hire checklist
HR + IT steps with variables per customer
Spaces for teams, topics, or audiences.
Discovery
Search that respects access.
Full-text and fallback search. Find articles by keywords with database-backed search paths.
Assistant integration. Where AI is enabled, assistants can query KB content you authorize.
Search that respects access.
Delivery
Link articles to tickets and portal.
Shareable URLs. Generate links for customer replies with the right visibility.
Consistent answers. Reduce “tribal knowledge” when onboarding new techs.
Draft
Technician author
Review
KB owner
Publish
Portal + assistant
Link articles to tickets and portal.
Frequently asked questions
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