Clockwork CRMDocs

Knowledge Base

The Knowledge Base is your company's own store of information: policies, processes, how-to guides or anything your team needs to refer to. It holds the articles your team writes. Help → Knowledge Base opens it. Access to the Knowledge Base is controlled by team permissions. See Teams and permissions.

The page has three parts:

Part What it is
Add In the top bar. Starts a new top-level article
The article tree On the left. Every article you can see, with sub-articles nested under their parent
The article On the right. The article you have selected

When the Knowledge Base has no articles you can see, the right-hand side says Create your first article by clicking the add button in the top left of the page.

Open in Clockwork CRMEnter your Clockwork CRM address at the top of the page to open this in your Clockwork CRM.

Who can see an article

Each article has its own list of users and teams. You can see an article if you are one of its users, or a member of one of its teams. Articles you cannot see do not appear in the tree, in the search or in Spotlight search. An article you can see whose parent you cannot see appears at the top level of the tree.

Everyone who can see an article can also edit it, delete it and add sub-articles to it.

A new article starts with you as its user and the Everyone team as its team, so every user can see it until you change that. When you save an article, you are added to its users if you are not already one of them.

Finding articles

Articles are arranged in a tree on the left. Click an article to open it. Click an article that has sub-articles to open it and show or hide its sub-articles.

Search at the top of the tree narrows the tree to articles whose title contains what you type. Once you have typed more than four characters, the tree also opens the branches that hold a match.

Spotlight search also finds articles by title. See Getting around.

Reading an article

An open article beside the article tree, with its author, last update, related articles and buttons

An open article shows:

Part What it shows
Title The article's title. Under it is the title of its parent article, if it is a sub-article
Content The article itself
Supporting Documents: The files attached to the article. Click a file to download it
Originally Produced By: Who created the article, and when
Last Updated By: Who last saved the article, and when
Related Articles: The article's sub-articles that you can see. Click one to open it

Under the article are three buttons:

Button What it does
CREATE SUB-ARTICLE Starts a new article nested under this one
EDIT Opens the article for editing
DELETE Deletes the article

Writing an article

  1. Select Add in the top bar for a top-level article, or open an article and select CREATE SUB-ARTICLE to nest the new article under it.
  2. Enter the Title.
  3. Write the article in the editor under the title.
  4. Under Permissions, choose who can see and work on the article.
  5. Attach any files with Attach Supporting Documents.
  6. Select Save.

A new Knowledge Base article: title, content, permissions and attachments

Field What it does
Title The article's title, shown in the tree and at the top of the article. Required
Content The article itself, written in the rich text editor with formatting, links, tables and lists. Required
Users Under Permissions. The users who can see and work on the article
User Groups Under Permissions. The teams whose members can see and work on the article
Attach Supporting Documents Opens the file browser to choose files to attach

Save stays unavailable until the article has a title, some content, and at least one user or team. Once saved, the article opens and appears in the tree.

Attaching files

Attach Supporting Documents opens the file browser. Select one or more files. Folders cannot be attached. Each file shows as a chip beside the button. See File browser.

The files are copied into the article when you save it. Changing or deleting the file in the file browser afterwards does not change the copy in the article.

To remove a file, select the cross on its chip, then Save.

Editing an article

  1. Open the article and select EDIT.
  2. Change the title, content, permissions or files.
  3. Select Save.

Last Updated By: changes to you.

Moving and reordering articles

Drag an article in the tree to move it:

  • drop it onto another article to make it a sub-article of that article
  • drop it between two articles to move it to that place in the list

The new position is saved as soon as you drop the article, and applies to everyone.

Deleting an article

  1. Open the article and select DELETE.
  2. Confirm in Confirm Article Deletion.

The article and its attached files are deleted. An article that has sub-articles cannot be deleted: delete or move its sub-articles first.

Last updated