Manage your organization's internal knowledge base
The Knowledge Base is now the Knowledge section of Service
Your knowledge base lives in the Service hub, under the Knowledge section. The old /kb URL redirects there automatically. For the modern block editor, the review workflow, and the verification trust layer, see Authoring & Verifying KB Articles.
What Is the Knowledge Base?
An internal article management system for your organization.
The Knowledge section lets your team create, organize, and publish articles for internal use within your organization. Use it to document processes, product information, FAQs, troubleshooting guides, and any other reference material your team needs — and pull articles straight into a ticket reply from the Inbox to deflect repeat questions.
Knowledge Base vs. Help Center
The Knowledge Base is for yourorganization's articles — content that you and your team create and manage. The Help Center (this documentation you are reading now) is the CRM's built-in documentation about how to use the CRM itself. They are separate features.
Navigating the Knowledge Base
Find and browse articles using categories, search, and the article grid.
The Knowledge Base page is divided into two main areas:
Page Layout
Category Tree— A nested tree of all article categories and collections on the left side. Click a category to filter to only its articles; an “All” option shows every article. You can reorder categories with keyboard-operable Move-up / Move-down controls.
Article Grid— The main content area displays articles as cards in a grid layout. Each card shows a preview of the article with key metadata.
Search Bar— Located at the top of the page, the search bar lets you find articles by title or content. Results update in real time as you type.
Article Cards
Each article is displayed as a card with key information.
Card Information
Title — The article title, displayed prominently at the top of the card.
Excerpt — A short preview of the article content, truncated to fit the card.
Category — The category the article belongs to, shown as a label.
Status — The article's workflow status: Draft, Under review, Needs revision, Approved, Published, or Archived.
Verification — Whether a subject-matter expert has verified the article is still accurate.
Date — When the article was last updated.
Click on any article card to open the full article view where you can read the complete content, edit the article, or manage its status.
Organize with categories
Create meaningful categories to keep your knowledge base well-organized. Common categories include “Getting Started,” “Product Guides,” “Troubleshooting,” and “Internal Processes.” Articles can only belong to one category at a time.