This guide explains how to open the knowledge base and move around it easily.
Accessing the knowledge base
Open the DeskDay application.
Look at the left-side navigation menu.
Click on knowledge base.
Once opened, the knowledge base becomes your workspace for browsing and managing articles.
Understanding the knowledge base layout
The knowledge base is divided into two main sections at the top, followed by quick-access items at the bottom.
Top-level sections
Global KB
The global KB contains articles shared across all customers.
Used for common documentation
Available while working on tickets for any customer
Ideal for standard processes and FAQs
Customer folders
Customer folders are created automatically for each customer.
Store customer-specific articles
Shown only when working with the selected customer
Help keep customer information organized and separated
Quick access items
At the bottom of the knowledge base navigation, you’ll find:
Starred items
Articles you’ve marked as favorites for quick access.
Recently visited
Articles you’ve opened recently, helping you return to work faster.
Browsing folders and articles
Click a folder to open it.
Folders may contain subfolders and articles.
Click an article to open and read or edit it.
You can move freely between folders and articles without losing context.
Using search to find articles
Use the search bar at the top of the global KB to quickly find content.
Start typing keywords related to the article heading.
Results update as you type.
Click an article from the results to open it.
Search looks across global KB and relevant customer folders.
Helpful navigation tips
Use starred items for frequently referenced articles.
Use recently visited to avoid searching again.
Store reusable content in global KB.
Keep customer-specific content inside customer folders.