How do agents trust an article is still accurate?

Every article can carry an owner and a next-review date, and a verified article shows a verification badge so an agent knows it has been checked. A content-health view surfaces what is going stale, so the library stays current instead of quietly drifting out of date.

Can agents find articles while working a ticket?

Yes. Articles live in the same CRM as your tickets, so an agent working a ticket can search the knowledge base and pull up the right answer in the same app. Because support and the knowledge base share one CRM, there is nothing to copy between separate tools and no second window to open.

Can customers help themselves before opening a ticket?

Yes. Publish articles to the public and they render in a branded help center your customers can browse and search, so they find the answer themselves before writing in. The embeddable AI Customer Support Agent draws from those same verified public articles, cites its source, and hands off to a person when it is unsure.

Which plan includes the knowledge base?

The knowledge base and the public help center are included on Business and Ultra, alongside tickets and Feedback. Business from $166.66/mo billed annually. Every plan starts with a 14-day trial for $2.99, credited to your first month. Cancel anytime before it ends and you are never charged the subscription.

Knowledge Base

Write your answers once, find them in seconds

A help library your support team writes, verifies, and publishes inside the CRM. Author with a slash menu and blocks, keep articles verified with an owner and a review date, search across everything the moment a question comes in, and publish to a branded help center your customers can search themselves.

Included on Business and Ultra, on the same record as your tickets. No separate docs or help-center tool to buy.

Start your 14-day trial

Back to articles

Getting started with pipelinesSaved

Pipelines give every deal a home. Start with four stages and rename them to match how your team actually sells.

Create your first pipeline
Add stages that match your process
Move deals with drag and drop
Automate stage follow-ups

Each stage carries its own close probability, so the board totals a weighted forecast as deals move between columns. Rename the four defaults before you import anything.

Name a stage for the exit condition it tests, not the work inside it, and every rep files the same deal the same way.

Type / to insert a block. Changes save automatically.

Workflow

Approved

PublishSend back

Details

Owner: Ana Ruiz
Reviewer: Leo Marsh
Next review: Oct 1, 2026
Verification: Verified· Jul 2, 2026

Revision history

Getting started with pipelinesSaved

Pipelines give every deal a home. Start with four stages and rename them to match how your team actually sells.

Create your first pipeline
Add stages that match your process
Move deals with drag and drop
Automate stage follow-ups

Type / to insert a block. Changes save automatically.

Authoring

Write with a slash menu and blocks

Write the answer once and the whole team reuses it. Type / to drop in a heading, a list, a callout, or an image, format the steps inline, and every agent reads the same article.

Slash and block editingType / to insert a block, no toolbar hunting, so an article comes together fast.
Headings, lists, and imagesStructure the steps so they are easy to scan in the moment.
Built for your agentsAn internal library, written by support for support.

Verification

Keep every answer current and trusted

An out-of-date answer is worse than no answer. Give each article an owner and a next-review date, mark it verified once it is checked, and a content-health view shows you what is going stale before an agent sends it to a customer.

Owner and review dateEach article has someone accountable and a date it is due to be checked again.
Verified badgeA checked article shows it has been verified, so agents trust what they reuse.
Content healthSee at a glance which articles are stale or overdue, and fix them before they spread.

Lifecycle

Draft, publish, archive

Every article moves through a clear lifecycle, so the team always knows what is ready and what is still in progress.

1
Draft
Refine it privately, out of the way.
2
Published
Live for the team the moment it is ready.
3
Archived
Retire stale answers, keep the history.

Organized so it scales

Group articles into categories and subcategories so a new agent can browse the library without knowing exactly what to search for.

CategoriesTop-level groups that match how your team thinks about the product.
SubcategoriesNest a level deeper so a large library still navigates easily.
Tidy as it growsThe hundredth article is as easy to find as the first.

Find the right answer fast

When a customer writes in, an agent searches the whole library and lands on the answer in seconds, not on a guess about who replied last.

Search across articlesOne search spans the library, no browsing category by category.
Answer in the momentFind guidance while on the ticket, so replies stay fast and consistent.
Scales with the libraryMore articles means more answers, not more clutter.

Help center

Publish to a branded help center your customers search

The same articles your team writes can go straight to your customers. Publish an article to the public and it renders in a branded help center your customers browse and search, so they find the answer before they ever open a ticket. You choose which articles are public and which stay internal.

Branded and customer-facingYour help center carries your brand, and customers search it without an account.
You control what is publicPublish an article public or keep it internal, article by article, from the same editor.
Verified articles onlyOnly published, verified content goes public, so customers never read a draft or a stale answer.

Public help centerBusiness+

See the AI Customer Support Agent that answers customers from these same verified articles.

Northwind Supply

How can we help?

When is the next day cutoff?

Ask

Laureo AI

Orders placed before 2:00 PM ship the same day and arrive the next business day.

Sources

Delivery windows and cutoffs
Track your order status

Generated by Laureo AI from this help center's verified articles.

Northwind Supply

How can we help?

When is the next day cutoff?

Ask

Laureo AI

Orders placed before 2:00 PM ship the same day and arrive the next business day.

Sources

Delivery windows and cutoffs
Track your order status

Generated by Laureo AI from this help center's verified articles.

Tickets

Right there while your agents work a ticket

The knowledge base lives in the same CRM as your tickets, so an agent searches the library and answers without leaving the customer record. Contact, company, history, and answer all in one app.

Search while on a ticketFind the answer in the same app, no break in focus to switch tools.
On the same recordThe library sits next to tickets, contacts, and deals. No second tool to sync.
One source, two audiencesThe same verified article answers your agent on a ticket and your customer in the help center.

Security

Your knowledge base is isolated to your workspace, and the AI never trains on or keeps your data.

See how we keep your data safe

Pricing

The knowledge base is on Business and Ultra

Knowledge base and public help centerBusiness+

Included on Business and Ultra, alongside the ticket queue and Feedback. Business from $166.66/mo billed annually. No separate docs or help-center subscription to buy on top of your CRM.

Every plan starts with a 14-day trial for $2.99, credited to your first month. Cancel anytime before it ends and you are never charged the subscription.

Related Resources

Frequently Asked Questions

It is where your support team writes, organizes, and publishes help articles inside the CRM. Agents author articles with formatting and images, group them into categories and subcategories, move them through a draft and publish lifecycle, and search across everything when a question comes in. The articles you publish public also power a branded help center for your customers. The knowledge base is on Business and Ultra plans.

Both. Internally it is your team's answer library, and the articles you publish to the public also render in a branded, customer-facing help center your customers can browse and search. You control which articles are public and which stay internal, so the same authoring surface serves your agents and your customers. The embeddable AI Customer Support Agent answers from those same verified public articles.

Help Scout Docs and Zendesk Guide are standalone help-center products you buy and run alongside your CRM. The Laureo knowledge base lives in the same CRM as your tickets, contacts, and deals, so an agent reads the customer record and searches the right article in the same app, and the articles you publish public render in a branded help center for your customers, with no separate help-center subscription to buy or sync.

Put your answers in one place

A knowledge base your team writes and searches while working a ticket, published to a branded help center your customers can search too. Included on Business and Ultra.

Start your 14-day trial

14-day trial for $2.99, credited to your first month. Cancel any plan at any time before the end of your billing cycle, no contract fees, no 30-day notice, no penalties.