How to edit information in the knowledge base
To edit information in the Zoho knowledge base you need to access Zoho Desk, the separate product where articles live. You must locate the article, open the editor, modify the content, and republish it. The process takes 10 to 15 minutes. In Teeo, a message with the update is all you need.
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 Zoho CRM: step by step
Requirements
- ·Zoho's Knowledge Base lives in Zoho Desk, not Zoho CRM. You must access desk.zoho.com to edit articles.
- ·When editing a published article, changes are not reflected in the portal until you click 'Publish' or 'Update'. Saving as a draft does not update the visible article.
- ·Zoho Desk stores article version history on Professional plans and above, allowing you to revert changes if needed.
Log in to Zoho Desk
Go to desk.zoho.com and log in with your Zoho account. Remember that the Knowledge Base is in Zoho Desk, not Zoho CRM. Make sure you have agent or administrator permissions to edit articles.
Access the Knowledge Base module
In the left sidebar of Zoho Desk, click 'Knowledge Base'. You'll see an overview with all categories and published articles in your help portal.
Navigate to the article's category
Find the category where the article you want to edit is located. Categories are listed in the left panel of the Knowledge Base. Click the corresponding category to see the articles within it.
Locate the specific article
Within the category, find the article you want to modify. You can use Zoho Desk's internal search bar to find it faster. Type keywords from the title in the top search bar.
Open the article for editing
Click on the article title to open it. In the article view, click the 'Edit' button or the pencil icon in the upper right. This will open the article's text editor.
Make the necessary modifications
In the rich text editor, locate the section you want to change and make your modifications: update text, correct information, add new sections, or remove outdated content. The editor supports text formatting, images, and tables.
Review changes before publishing
Before publishing, use the 'Preview' option in the editor to see how the updated article will look in the help portal. Verify that the formatting, links, and content are correct.
Publish the updated article
Once the changes are reviewed, click 'Update' or 'Publish' in the upper right of the editor. The article will be updated in Zoho Desk's Knowledge Base immediately and the changes will be visible in the help portal.
Frequently asked questions
Can I edit knowledge base articles directly from Zoho CRM?
No. Knowledge base articles live in Zoho Desk, which is a separate product from Zoho CRM. To edit them you must access desk.zoho.com with your Zoho account. There is no direct access to the article editor from the Zoho CRM interface.
Are changes to a Zoho Desk article published immediately?
Only if you click 'Update' or 'Publish' after editing. If you save as a draft ('Save as Draft'), changes are not reflected in the help portal visible to users. You must always confirm publication for changes to take effect.
Does Zoho Desk save the change history of articles?
Yes, on Zoho Desk Professional and Enterprise plans the version history of each article is saved. This allows you to view previous versions and revert changes if an edit was incorrect. On the free plan this feature may not be available.