How to upload documents to the knowledge base
Freshsales does not have a native knowledge base. To manage indexed and searchable documents, you need to activate Freshdesk — Freshworks' support product — and integrate both accounts. This process requires additional setup and can take around 25 minutes. In Teeo, you attach the file and you're done.
How to do it in Teeo
“Upload this document to the knowledge base [PDF attached]”
The document is indexed in the knowledge base and the assistant can search and cite its content.
How to upload documents to the knowledge base in Freshsales: step by step
Requirements
- ·Freshsales does NOT have a native knowledge base. This functionality requires Freshdesk, a separate Freshworks product with its own plan and cost.
- ·The integration between Freshsales and Freshdesk must be active; the administrator must enable it from Admin Settings → Marketplace Apps.
- ·Within Freshsales, documents can only be attached to individual records (contacts, deals), not indexed as a knowledge base.
Verify you have an active Freshdesk account
The Freshworks knowledge base lives in Freshdesk, not Freshsales. If you don't have a Freshdesk account, go to freshdesk.com and create one. Freshdesk's free plan includes the Knowledge Base module.
Access Admin Settings in Freshsales
In Freshsales, click your profile icon in the upper right corner and select 'Admin Settings'. This opens the administrator configuration panel.
Navigate to Marketplace Apps and activate the Freshdesk integration
Within Admin Settings, find the 'Marketplace Apps' or 'Integrations' section. Locate Freshdesk in the list and click 'Connect' or 'Install' to link both accounts.
Authenticate the connection between Freshsales and Freshdesk
Enter your Freshdesk account credentials when the system prompts you. Accept the integration permissions and wait for the connection to be confirmed. This may take 1-2 minutes.
Open your Freshdesk account
Go to yourcompany.freshdesk.com and log in. From this step onward, the work is done in Freshdesk, not Freshsales.
Access the Solutions (Knowledge Base) module
In Freshdesk's top navigation bar, click 'Solutions'. This is the knowledge base module where articles and documents are managed.
Select or create a category and folder
Organize content into categories and folders before uploading the document. Click '+ New Category' or select an existing category, then create or choose a folder within it.
Create a new article and attach the document
Inside the selected folder, click '+ New Article'. In the editor, write a title and brief description for the document. Use the 'Attach File' button or the attachment icon in the toolbar to upload your PDF.
Configure the article visibility
Define whether the article is 'Internal' (agents only) or 'Public' (visible to customers). Select the corresponding option in the right-side panel of the editor.
Publish the article
Click the 'Publish' button to make the article available in the knowledge base. The attached document will be accessible to those with viewing permissions based on the chosen settings.
Frequently asked questions
Does Freshsales have a native knowledge base?
No. Freshsales does not have a native knowledge base module. To manage a knowledge base with indexed and searchable documents, you need to use Freshdesk, Freshworks' support product, and integrate it with Freshsales. This requires two active subscriptions and setting up the integration between both platforms.
How can I attach a document to a contact in Freshsales?
Within Freshsales it is possible to attach files to individual records such as contacts, accounts, or deals. Open the relevant record, scroll to the 'Files' or 'Attachments' section, and click 'Attach File'. However, this file is not indexed as a knowledge base; it is only linked to that specific record.
What is the easiest way to upload documents to a knowledge base?
The easiest way is with Teeo CRM: attach the PDF directly in the chat and type 'Upload this document to the knowledge base'. The document is indexed immediately and the assistant can search it and cite its content in future queries, with no need to configure integrations or switch platforms.