---
title: Knowledge Base
slug: mydesken/knowledge-base
description: Learn how to register a VIP user in the system by following these simple steps: Go to the "Administration > Time of Attendance" section, click on "Create", and provide the required information. Set the priority level from 1 to 5, and the system will displ
createdAt: 2023-10-10T16:14:05.543Z
---
**Administrator**
# What is a Knowledge Base?
The Knowledge Base is the company's virtual library — the place where all important information about products, services, processes, and internal procedures is stored. It's here, in the settings, that you create and manage all this content.
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🗂️ **Organize** everything in one place.
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👥 **Control **who accesses each piece of content
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🚀 **Speed up** customer service with readily available information.
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🤖 Feed the **AI** with articles to suggest solutions in tickets.
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# 1 - Setting up the Knowledge Base
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## 1.1 - How to access
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**Open Settings**
In the top menu, click on ⚙️ **Settings**.
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**Access the Knowledge Base**
In the left-hand sidebar, click on **Knowledge Base**. A list of all created folders will be displayed.
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**💡 Tip:**
Two folders are pre-created by default in My Desk. You can use them, edit them, or create new ones as needed for your company.
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# 2 - Create new folder
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Folders organize knowledge base articles. Before adding knowledge, a folder must be created.
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**Click on + New folder**
In the upper right corner of the screen, click the :FontAwesome[]{icon="fa-solid fa-folder-plus"}** New Folder** button. A window will open in the center of the screen.
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**Enter the folder name**
Enter a name that easily identifies the group of contents that will be contained within it.
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**Configure notifications**
Enable the option "Notify the author of all knowledge status changes" if you want the creator of each article to be notified every time the article's status changes.
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**Define the access profile**
Click **Add **to define which groups will have access to the folder and with what permissions. There are two types of permissions:
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🔵 Reading
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The user can access and read the articles in the folder. They cannot create or edit content.
**Visible situations:**
`In drawing` `Under review` `Reviewed`
`In publication` `Published` `Archived`
**Visible notifications:**
`In drawing` `Under review` `Reviewed`
`In publication` `Published` `Archived`
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🟢 Reading and creation
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The user can access, read, and create new articles. They can also perform actions on existing articles.
**Available actions:**
`Publish` `Approve` `Review`
`Archive/Unarchive` `Delete`
**Visible Situations and Notifications:**
`In drawing` `Under review` `Reviewed`
`In publication` `Published` `Archived`
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**Groups**
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Select a group from the dropdown list to which the folder will be linked, thus distinguishing access to its content.
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**💡 Tip:**
Each group can only be used once per profile configuration in each folder. It is not possible to edit a permission that has already been created—to change it, delete it and create a new one.
Items marked with a red asterisk are required. \*
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**Save the folder**
Click **Save **to create the folder with all the defined settings.
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# 3 -
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To edit a folder, follow the steps below:
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**Open the edition**
Click the pencil icon ✏️ inside the folder you want to edit. A window will open.
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**Make the changes**
You can change:
- Folder name;
- Notification Settings;
- Access profiles:
- Viewing existing ones;
- Create new;
- Delete existing.
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**Save**
Click **Save **to save the changes.
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# 4 -
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You can add articles of any size. Attached files can be of any type — image, video, PDF, and more.
To add knowledge, follow the steps below:
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**Open the folder**
Click on the name of the folder where you want to add the article.
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**Click on + New knowledge**
In the upper right corner, click the blue **+ New Knowledge button**. A window will open.
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**Fill out the form**
Fill in the fields below and click **Save**.
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**Folder **`autofilled`
Displays the selected folder. Cannot be changed.
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**Title **`mandatory`
Article title. Cannot be the same as another existing article. 250 character limit.
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**Version **`autofilled`
It always starts at **1.0.** Automatically updated with each new version saved.
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**Author **`autofilled`
Filled with your username as the article creator.
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**Approver** `opional`
Person responsible for approving the article before publication.
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**Document type** `mandatory`
Classify the content. Available options:
`Frequently Asked Questions (FAQ)` `News` `Document`
`Management and finance plan` `Communication plan`
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**Origin** `mandatory`
Indicates the origin of the need for the article. Options:
`Knowledge` `Event` `Change` `Incident` `Problem`
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**Privacy**
Define who can view the article. Options: **Public**, **Internal**, or **Confidential**.
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**Access**
Displayed only when privacy is set to **Public**. Define whether access will be **Internal **or **External**.
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**Creation date** `autofilled`
Date of the day the article is being created. Cannot be changed.
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**Expiration date** `mandatory`
Date on which the article will no longer be active. This option encourages frequent maintenance and updating of content. Select the date on the calendar.
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**Publication date** `optional`
The date on which the article will be or has been published.
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**Content **`mandatory`
Article body. Use the formatting bar to structure the text. No character limit.
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**Attach files** `optional`
Upload one or more supplementary files to complement the article.
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**Actions** `optional`
Defines the next step for the article in the publishing workflow. If saved without choosing an action, the article is automatically saved as "**In Draft**". Available options:
`Enviar para revisão` `Enviar para aprovação` `Enviar para publicação` `Publicar` `Arquivar`
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**💡 Regarding approval:**
When an article is submitted for approval, the approver can **approve** or **reject** it. In case of rejection, a justification must be provided.
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**Save**
Click Save to save the changes.
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**Note**: Items marked with a red asterisk are required.
# 5 - View Knowledge
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To view the knowledge within a folder, follow the steps below:
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**Open the folder**
Click on the desired folder. All articles will be displayed in blocks.
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**Search or filter**
Use the **search bar** to search by article name, or the **filter** to search by situation.
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# 6 - - Version control
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You can **edit** all documents, and in addition, during editing there are two new options: Version Knowledge and Archive Old Version.
You can edit the following options:
- Title;
- Document Type;
- Origin;
- Privacy;
- Access;
- Expiration Date;
- Content;
- Attach Files;
- Actions.
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To edit the knowledge base of a folder, follow the steps below:
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**Open the folder**
Click on the desired folder. All articles will be displayed in blocks.
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**Search or filter**
Use the **search bar** to search by article name, or the **filter** to search by situation.
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**Click on the edit button **:FontAwesome[****]{icon="fa-solid fa-pencil"}** for the knowledge you wish to edit.**
A window will open in the center of the screen with all the available options.
Edit as desired.
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**Save**
Click **Save **to save the changes.
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### 6.1 - Share knowledge
After the knowledge base is published, it's possible to version the document; that is, each saved change creates a new version of the document, with the previous version saved as it was created.
To version the knowledge base, simply click on the action key, as shown in the image below.
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### 6.2 - Archive Older version
It's also possible to keep an older version alongside the new version of the knowledge.
To do this, simply click on the action key as shown in the image below.
It's possible to activate both keys and save, performing two actions at once.
# 7 - Delete knowledge
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To delete a piece of knowledge, follow the steps below:
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**Open the folder**
Click on the folder containing the article you want to delete.
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**Click on the trash can icon**
Locate the article and click the delete icon 🗑️.
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**Confirm the deletion**
A confirmation message will appear: "*Are you sure you want to delete this knowledge?*". Click **Delete** to confirm or **Cancel** to return.
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**⚠️ Attention:**
Deleting an item is permanent and cannot be undone. Please check before confirming.
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