---
title: "How to Manage the Knowledge Base"
description: "Learn how to create and publish helpful self-service articles that reduce support load and empower your customers."
url: https://help.clearcrm.com/en/articles/11502026-how-to-manage-the-knowledge-base
collection: "Knowledge Base"
updated: 2026-03-30
language: en
---

# How to Manage the Knowledge Base

Learn how to create and publish helpful self-service articles that reduce support load and empower your customers.

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