# Knowledge Base

> Keep your company's own policies, processes and guides in one place, with control over who can read each one.

Source: https://help.clockworkcrm.com/help/knowledge-base
Last updated: 2026-09-28

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](https://help.clockworkcrm.com/admin/teams).

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**.

## 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](https://help.clockworkcrm.com/general/getting-around).

## Reading an article

![An open article beside the article tree, with its author, last update, related articles and buttons](https://clockworkcrm.blob.core.windows.net/public-internal/docs/help/knowledge-base-reading.png?v=1c326549)

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](https://clockworkcrm.blob.core.windows.net/public-internal/docs/help/knowledge-base-article.png?v=22981cb6)

| 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](https://help.clockworkcrm.com/general/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.

## Related

- [Teams and permissions](https://help.clockworkcrm.com/admin/teams), the teams articles are shared with
- [Getting around](https://help.clockworkcrm.com/general/getting-around), Spotlight search also finds knowledge base articles
- [File browser](https://help.clockworkcrm.com/general/file-browser), where attachments are chosen from