Write, review, publish, and keep knowledge base articles trustworthy
Your internal knowledge base, organized in a category tree.
The Knowledgesection of the Service hub is your team's internal knowledge base. A category tree on the left organizes articles into nested folders and collections; the main area lists articles with their status, category, owner, verification state, and health. Agents can pull articles into a ticket reply from the Inbox context panel, which makes the knowledge base a deflection engine, not just a wiki.
Write rich articles with a slash menu and reusable blocks.
Articles are written in a block editor. Type /to open the slash menu and insert a block — heading, list, code block, callout, divider, image, table, a reusable snippet, a merge variable, or a CRM block. Images are scanned for malware before they upload, and all content is sanitized when it is saved and again when it is rendered, so a pasted script can never run.
Articles move through a review workflow before they go live.
Every article has a workflow status. The status action control in the article's side panel shows only the legal next steps for the current status and your permissions, so the path is always clear:
Every saved version is kept.
Each save snapshots a revision. The revision history panel lets you see how an article evolved and roll back if needed. Revisions are append-only, so the record of who changed what is never lost.
Mark articles as verified so readers know they can be trusted.
Published does not always mean current. The verification layer adds a second signal — whether a subject-matter expert has confirmed the article is still accurate.
A user with the KB verify permission marks an article as verified. The article shows a green Verified by {name} · {date} badge so readers know it has been checked.
Choose how often the article should be re-checked. When the next-review date passes, the article is flagged as stale and the verified badge turns into an amber Needs verification warning.
Stale articles surface in the content-health dashboard with a “Verify now” action, so nothing quietly rots out of date. When an article is flagged stale, its owner also gets a notification — a quiet one in the bell, never a per-article email — and the article shows up in My Work so re-verifying it is a task you can clear, not an alert you have to remember.
See which articles need attention at a glance.
The content-health dashboard groups articles into buckets — stale, never updated, low-rated, zero-view, and flywheel-flagged — each with a live count and a quick action to fix it. Readers vote “Was this helpful?” on every article, and view counts and helpful votes feed these buckets so you can prune or improve what is not working.