Add knowledge to Protodesk

Knowledge gives your team and Protodesk AI a trusted source for answering customer questions. Keep it separate from the public Help Center: Knowledge is an internal source system, while Help Center articles are customer-facing content.

flowchart LR
  Sources[Articles, files, websites, snippets] --> Knowledge[Knowledge]
  Knowledge --> Search[Teammate search]
  Knowledge --> AI[AI assistance]
  Review[Human review] --> Knowledge

Choose a source type

Open Knowledge, then choose the area that matches what you want to add.

• Create an article for information maintained directly in Protodesk.
• Upload a file when the source is a stable document.
• Add a website when published pages should be imported.
• Use a snippet for a small, focused fact or policy.

Add and organize the content

1. Give the source a clear, specific title.
2. Select the correct language.
3. Add categories or tags that help teammates find it.
4. Review the imported or written text.
5. Publish only content that is accurate and safe to reuse.

Imported content can take time to process. Wait until processing finishes before testing it.

Keep knowledge trustworthy

• Prefer the original policy or product source over a copied summary.
• Remove outdated versions instead of leaving contradictory guidance published.
• Keep one owner responsible for high-impact information.
• Never add credentials, private keys, or customer secrets.
• Re-review content after major product or policy changes.

After publishing, use Test knowledge with realistic customer questions. A source is not ready simply because it was imported successfully; the resulting answer and evidence must also be useful.