Features
Your customers shouldn’t be the only ones with a help center.
Desk already gives customers a place to find answers and a place to ask when they can’t. Team Knowledge gives the people answering those questions a playbook: procedures, guided decisions, and the internal facts that should never show up on the public site.
Two sides of the same support desk
Customer knowledge answers “How do I do this?” Team Knowledge answers “How do we handle this?” Tickets sit between them. An agent working a damaged-item request can open the replacement SOP or a Decision Guide without leaving the conversation.
- SOPs for the steps everyone should follow the same way.
- Decision Guides for the branching “what’s wrong, and what next?” questions.
- Internal Reference for specs, shipping rules, and contacts customers never see.
Private by default
Team Knowledge is for people signed in to that help center. It does not appear in the public help center, public search, sitemap, or customer article suggestions. Restricted pieces can be limited further to admins and people who edit knowledge. A team on one product never sees another product’s playbook.
Written for small teams, not a training department
Checklists on an SOP are for the person reading it. They don’t rewrite the procedure. Decision Guides are a short set of questions with a clear ending — not a diagram you have to maintain in a separate tool. When you’re ready to publish, the team can find it from Team Knowledge or from the ticket they’re already on.