How to Manage the Knowledge Base

The Knowledge Base in ClearCRM is your 24/7 self-service library—a place to publish helpful, searchable content that lets customers solve problems without needing to contact support.

Step 1: Open the Knowledge Base

From the left-hand menu:

• Go to Service

• Click on Knowledge Base

You’ll land on a page showing all your articles in a table view. You can also switch to Kanban view, which organizes articles by group for easier browsing.

Step 2: Create a New Article

To start writing:

• Click the New Article button

• Add a title (in the Subject field)

• Choose or create a Group (e.g., Getting Started, FAQs)

• Set the visibility:

  • Internal – visible to staff only

  • Published – live and public

  • Disabled – not visible until later

Step 3: Write and Format Your Content

The article editor supports:

• Text

• Images

• Links

• Tables

• Embedded media

Use formatting to make the content easy to read and scan. Organizing your articles by group also helps readers find what they need faster.

Step 4: Publish and Launch

When your article is ready:

• Click Save

• Repeat the process to build your library

Once you're ready to make the entire knowledge base live:

• Click the Launch Knowledge Base button

• This creates a public link where your customers can browse and search your articles anytime