Knowledge360: knowledge base and articles

Turn company knowledge into articles: FAQs, solution documents and automatic article suggestions on cases.

What is it for?

Knowledge360 is your org's knowledge base: product documents, FAQs, internal procedures and solution articles live here. The goal is to entrust knowledge to the system, not to individuals.

Creating an article

1. Go to Knowledge360 > Articles and click New.
2. Enter a title, category and content; the content supports rich text.
3. Publish the article: published articles appear in search and in suggestions.

Service integration

The strongest side of Knowledge360 is how it works with Service360: the Suggested Articles card on the case page automatically lists articles matching the case subject. The support team picks from the card instead of hunting for the answer.

For a healthy knowledge base

• Write short, single-topic articles; phrase the title the way a customer would ask.
• Keep categories simple: 5 to 8 categories are enough for most orgs.
• If a case arrived twice, write its article: let the third one be solved by search.
• Update articles as the product changes; a knowledge base is only as valuable as it is current.