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Using CRM Knowledge Base
Using CRM Knowledge Base

Adding Knowledge Base entries to the CRM and relating these to resolved Problems.

Isobel Honour avatar
Written by Isobel Honour
Updated over a week ago

Once you've acquired a new customer, it's important to ensure you retain this customer to achieve continued revenue. As we all know, it's typically more expensive to win over a new customer than retaining an existing one. 

To help you deliver high-quality, post-sale service, you can use the CRM Knowledge Base. This should act as a self-serve library of information about your products and services. The CRM Knowledge Base can be particularly helpful if you regularly deal with technical issues for example, as if the solution is documented, others can reference back to this, enabling people in your business to quickly resolve similar issues in the future.


  • You'll need CRM Admin rights in order to follow the steps in this article

Step 1: Go to Settings Centre

You'll first need to enable the CRM Knowledge Base. To do so, simply go to the Settings Centre by selecting System Settings in the navigation menu. 

Step 2: Enable Knowledge Base

Then, search for 'Knowledge Base' in the search bar. Simply click the 'Enabled' button to turn the Knowledge Base on.

Step 3: Navigate to a Problem

Now that you've enabled this feature, you can navigate to a Problem in the CRM. You'll notice a new page is now available on the left-hand side called Knowledge Base. 

Step 4: Add New Knowledge Base Entry

To add a new Knowledge Base entry, simply click the plus icon. 

A search will open where you can either relate an existing Knowledge Base entry to the Problem, or add a new Knowledge Base entry by clicking the 'New Knowledge Base Entry' button. 

Step 5: Add Knowledge Base Entry Details

You can now start recording information for this entry, including symptoms of the issue and the solution prescribed. Once happy with the information entered, click 'Create'. 

Step 6: Relate Entry to Problem

Check that you're happy to relate your new Knowledge Base entry to the Problem shown, then click 'Create'. 

Your new Knowledge Base entry will then be added to the Problem, and other CRM users will be able to search for this entry!

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