Knowledge Base Settings

Organize your help articles into categories so customers and agents can find answers quickly.

Article categories

Categories group related articles together. When customers browse your knowledge base through the portal, they see articles organized by category. Go to Settings → Knowledge Base to create, rename, or remove categories.

Each article belongs to one category. Removing a category does not delete its articles, but they will become uncategorized until reassigned.

Publishing to the portal

If your Client Portal is enabled and the Knowledge Base visibility toggle is turned on, published articles become accessible to anyone who visits your portal. Draft articles remain visible only to your team inside FyneDesk.

Start small Begin with 2 to 3 categories covering your most frequently asked questions. You can reorganize later as your knowledge base grows.

How AI uses your knowledge base

When AI features are enabled, the Assist Me tool draws from your published knowledge base articles to draft replies. The more comprehensive your articles, the better the AI suggestions will be.