How to edit information in the knowledge base
Editing knowledge base information in Freshsales means leaving the CRM and working in Freshdesk, a separate application in the Freshworks ecosystem. You must locate the correct article among categories and folders, edit it in the text editor, and republish it for the changes to take effect.
How to do it in Teeo
“Edit in the knowledge base: the entry about [topic] should now say [new information]”
The entry is updated in the knowledge base immediately.
How to edit information in the knowledge base in Freshsales: step by step
Requirements
- ·Freshsales has no native knowledge base. Articles live in Freshdesk, a separate Freshworks product.
- ·You must have active access to Freshdesk with edit permissions on Solutions articles.
- ·If the article was published, saving it publishes directly; if it was a draft, you must publish it manually again.
- ·Changes are not reflected in Freshsales; agents only see them when switching to Freshdesk.
Switch to Freshdesk from the app menu
In Freshsales, click the grid icon (Apps) in the top-left corner. In the dropdown menu, select 'Freshdesk'. The Freshdesk dashboard will open in a new tab.
Go to the Solutions section
In the left sidebar of Freshdesk, click 'Solutions'. You'll see the category and folder structure of your knowledge base.
Locate the article to edit
Browse through categories and folders to find the article you want to modify. Alternatively, use the search bar at the top of Solutions and type keywords from the article title.
Open the article
Click the article title to open it. You'll see the current published content along with editing options in the top-right area.
Activate edit mode
Click the 'Edit Article' button (pencil icon or text button) in the top-right corner. The article will open in the rich text editor with all formatting options.
Make the necessary changes
Modify the title, article body, or both as needed. You can update text, images, links, or attachments. Use the editor toolbar to apply formatting. The Freddy AI assistant can suggest improvements by clicking 'Freddy Suggestions'.
Update properties if needed
In the right panel, review and update 'Tags', 'SEO Title', 'Meta Description', or 'Folder' if the article needs to be relocated within the knowledge base.
Save and publish the changes
Click the 'Publish' button (green) to save and publish the changes immediately. If the article was in draft, the button will say 'Save'; you'll need to click 'Publish' separately for it to become visible.
Frequently asked questions
Why do I have to use Freshdesk to edit the knowledge base if I already have Freshsales?
Because Freshsales does not include a knowledge base module. This functionality belongs to Freshdesk, Freshworks' support product. They are independent applications that share a login but have separate interfaces and data.
Can I edit knowledge base articles directly from a deal or contact in Freshsales?
No. There is no direct link from Freshsales records to the Freshdesk article editor. You always need to go to Freshdesk separately to edit any knowledge base article.
Do edits made in Freshdesk sync automatically with Freshsales?
There is no content synchronization between the two platforms. Articles edited in Freshdesk are only visible in Freshdesk. Freshsales agents must switch applications to see the updated content.