What it covers
Use owners, review dates, verification evidence and controlled customer visibility.
Service and delivery
Knowledge base
Create searchable team knowledge with draft and published states.
How it works
Keep guidance searchable and reviewed
Create knowledge articles with draft and published states, clear ownership and review dates. Controlled visibility lets teams decide whether guidance is internal or ready for customers.
In practice
Track verification evidence and customer visibility before publishing.
When to use it
Useful situations
- Draft internal troubleshooting guidance before publishing.
- Give service teams searchable approved answers.
- Share only selected articles with customers.
A working path
How the work moves
Draft
Create an article with an owner, review date and intended visibility.
Review
Record verification evidence and revise the guidance before publication.
Publish
Make the approved version searchable at its controlled visibility level.
Illustrative scenario
reset instructions
A support lead drafts reset guidance for staff, verifies it, then publishes a customer-safe version after review. The author can keep technical notes internal while creating a separate published article for customers, with the owner and review date making stale guidance easier to spot.
Before you start
What to check
- Draft, team and customer visibility are separate choices.
- Article review dates need an owner to keep content current.
Can customers see drafts?
No. Customer visibility is selected deliberately when publishing.
Who can edit an article?
Editing follows the workspace's service permissions.
Get started
See your customer work in one place.
Start with the core CRM for free, then add the tools your team needs.