How to upload information to the knowledge base
Freshsales does not include a native knowledge base. To manage knowledge articles you must connect Freshdesk, Freshworks' support product, which requires creating or linking an additional account and navigating an entirely different interface before you can upload your first article.
How to do it in Teeo
“Add to the knowledge base: [information about our services]”
The information is saved to the knowledge base instantly and the assistant can use it right away.
How to upload information to the knowledge base in Freshsales: step by step
Requirements
- ·Freshsales does NOT have a native knowledge base. This feature requires Freshdesk, a separate Freshworks product with its own pricing.
- ·You need an active Freshdesk account linked to your Freshsales account.
- ·Knowledge base articles live in Freshdesk, not Freshsales; agents must switch applications to consult them.
- ·The Freshdesk plan required for a full KB is Growth ($15/agent/month) or higher.
Open Freshworks Neo Admin Center
Log in to your Freshworks account. Click the grid icon (Apps) in the top-left corner and select 'Admin Center' to manage the product ecosystem.
Verify Freshdesk is activated
In Admin Center, go to the 'Products' section. Confirm that Freshdesk appears as active. If you don't have it, click 'Add Product' and select Freshdesk to start the activation process (may take several minutes).
Access your Freshdesk account
Click the grid icon again and select 'Freshdesk' from the list of applications. The Freshdesk dashboard will open in a new browser tab.
Navigate to Solutions (Knowledge Base)
In the Freshdesk dashboard, click 'Solutions' in the left sidebar. This is Freshdesk's knowledge base section.
Create or select a category
Click '+ New Category' to create a category to organize your content (e.g., 'Services'). Type the name in the 'Category Name' field, add an optional description, and click 'Save'.
Create a folder inside the category
Inside the newly created category, click '+ New Folder'. Give the folder a name (e.g., 'FAQs') and configure visibility: 'All Users', 'Logged in Users', or 'Agents Only'. Click 'Save'.
Create a new article
Inside the folder, click '+ New Article'. The article editor opens with a title field and a rich text editor.
Write the article content
In the 'Title' field, type the article name. In the body, use the editor to add text, images, videos, or attachments. You can use the Freddy AI assistant to suggest content improvements by clicking 'Freddy Suggestions'.
Configure article properties
In the right panel, set: 'Folder' (confirm the correct folder), 'Tags' to aid searchability, 'SEO Title' and 'Meta Description' if the KB is public. Also review the 'Author' field.
Publish the article
Click the 'Publish' button (green) in the top-right corner to make the article available. If you prefer to save as a draft first, use the dropdown arrow next to the button and select 'Save as Draft'.
Frequently asked questions
Does Freshsales have its own knowledge base?
No. Freshsales does not include a native knowledge base. To have this functionality you need Freshdesk, Freshworks' support product, which is a separate application with its own pricing plan.
Can I use Freshsales notes as an alternative knowledge base?
Notes and attachments on Freshsales records can store specific information about a contact or deal, but they don't offer centralized search, categories, or publishing capabilities that characterize a real knowledge base.
Is the Freshdesk knowledge base available to Freshsales agents?
Only if agents have active access to Freshdesk. The two products do not share an interface: agents must manually switch to Freshdesk to consult articles, which interrupts the workflow in Freshsales.