Knowledge Base

Write your answers once, find them in seconds

An internal help library your support team writes, organizes, and publishes inside the CRM. Draft an article, file it, publish it, and your agents search across everything the moment a question comes in.

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

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Authoring

Rich articles, written by your team

Write the answer once and the whole team reuses it. Format the steps and drop in the screenshots, and every agent reads the same article.

  • Rich-text authoringHeadings, lists, and images so steps are easy to scan.
  • One trusted sourceCapture the answer once instead of rewriting the same reply.
  • Built for your agentsAn internal library, written by support for support.
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. 1
    Draft
    Refine it privately, out of the way.
  2. 2
    Published
    Live for the team the moment it is ready.
  3. 3
    Archived
    Retire stale answers, keep the history.
Categories

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.
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.
  • Public help centerA customer-facing version is on the roadmap. Today the library is internal.
Public help centerComing soon

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 baseBusiness+

Included on Business and Ultra, alongside the ticket queue and customer surveys. Business from $108.33/mo billed annually. No separate docs subscription to buy on top of your CRM.

Every plan starts with a 14-day free trial. Start free, no card needed.

Related Resources

Frequently Asked Questions

It is a place for your support team to write, organize, and publish 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 knowledge base is on Business and Ultra plans.
Not today. The library is internal, built for your team and agents to answer faster. There is no public, customer-branded help center yet. A public-facing version is on the roadmap and is marked as coming. For now, treat the knowledge base as your internal answer library.
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 can read the customer record and search the right article in the same app, without switching tools. It is internal authoring today rather than a public site.
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.
The knowledge base is included on Business and Ultra, alongside tickets and surveys. Business from $108.33/mo billed annually. Every plan starts with a 14-day free trial, no card needed.

Put your answers in one place

An internal knowledge base your team writes, publishes, and searches while working a ticket, included on Business and Ultra.

Start free trial

14-day free trial. Cancel anytime.