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Knowledge base

Knowledge base · one corpus

The answer is usually written down. It is written down somewhere else.

In a resolved ticket from March. In a policy document. In the settings screen nobody reads. In a report somebody built and shared. Six places, six searches, and a colleague who knows which one to look in.

Putting them in one index is the easy half. Making a sales team not see HR policy is the half that usually gets skipped.

Book a demoEvery capability, in one list
  • Six sources, one ranked search
  • Promotion changes the ranking, not a badge
  • Citations are what was read, not what was said
One search, six sourcesAll ranked against each other
  • Articles somebody wrotevisible everyone
  • Resolved support ticketsvisible with support
  • HR policiesvisible with people
  • The settings cataloguevisible everyone
  • Shared saved reportsvisible everyone
  • The help centrevisible per module
A document carries the module it belongs to, and one that belongs to nobody in particular stays visible to everyone — so a sales-only workspace never turns up an HR policy, and still finds the getting-started material.
Illustrative

Three answers a competitor does not have

What separates an index from something people actually use.

Each of these is answerable here, and each is a page you can read before you ever speak to us.

01

Why does search find the thing I meant rather than the thing I typed?

Four signals blended — words, a fuzzy tiebreak, meaning, and a boost for anything a curator verified — with a separate inclusion test rather than ranking alone, because ranking alone returned every row in the workspace at the bottom of the list.

Search
02

What does verifying an article actually do?

It changes where the article ranks, in the same formula every search uses. Not a badge somebody has to notice — a term in the arithmetic. And it survives every subsequent re-index, along with the categories the curator assigned.

Curation
03

Can the answer cite something that does not exist?

No. The citations are the documents retrieval returned — not something the answer generated — so a citation cannot be invented. And below a relevance floor it says there is no evidence rather than producing something plausible.

Asking it a question

Authoring

Draft and published are different fields, deliberately.

Editing a live article does not change what readers see until it is published again. Publishing an empty article is refused; republishing with an empty draft reuses what was already published rather than blanking it.

Submitting for review is legal from published as well as from draft, so an edit to something live can be routed through review without taking it down. Archiving removes it from search in the same act.

  • Categories nest, and refuse deletion twice —

    Once naming how many documents are attached, once for having children.

  • A summary writes itself when you leave it blank —

    From the opening of the article, capped — rather than showing an empty space in every search result.

  • Editing an archived article is refused by name —

    With the instruction: bring it back to draft first.

Curation

The loop that makes promoting worth five seconds.

Resolved tickets arrive in a review queue with the fix already visible — who resolved it, what worked — so the curator does not have to open the ticket to decide.

Promoting writes a note and changes where the document ranks, everywhere, immediately. And it survives re-indexing, so it is done once rather than repeatedly.

BeforeAfter a curator promotes one
  1. Connector times out on large importsTicket
  2. Import fails after a schema changeTicket
  3. Rebuilding the index after a schema changeArticle · verified
  1. Rebuilding the index after a schema changeArticle · verified
  2. Connector times out on large importsTicket
  3. Import fails after a schema changeTicket
Promotion is a term in the same ranking every search uses — not a badge. Which is why five seconds from a curator is immediately worth something.
Illustrative

The whole module

Every capability, with a page that names the screen.

Written after reading how each one actually behaves — which is why each page tells you what it refuses to do as plainly as what it does.

Finding it

Keeping it good

See every capability in one list — all 3

Questions that decide it

Including the ones about what it is not.

›Is there a public help centre for our customers?

No. "Public" here means visible to everyone in your workspace rather than only to those with the internal permission — not visible on the internet. If you need a customer-facing portal, this does not provide one.

›Is there version history on an article?

No. The version number is a counter; the previous text is overwritten. Publishing over a mistake loses what was there. Treat a major rewrite as something to keep a copy of.

›Are article views counted?

No. Searches are recorded, and a click from a search result is recorded. Opening an article directly is not counted.

›Can we organise it into separate spaces with their own access?

No. Organisation is categories and tags; access is a single internal permission across the workspace. Anything finer than that does not exist.

›How do we know what people cannot find?

Every search is logged with how many results it returned, feeding a report of the most common searches that came back empty. Usually the fastest read on what is missing.

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Bring a question your team asks every week.

The last one is the demo worth watching.

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  • Search it, misspelled, and see what comes back
  • Ask it in words and check what the answer cites
  • Promote one resolved ticket and search again
  • Ask something you have nothing written about, and read the refusal