How to upload documents to the knowledge base
Uploading a document to Zoho's knowledge base requires accessing Zoho Desk, creating or editing an article, and attaching the file as a downloadable resource. The process takes around 20 minutes. In Teeo, you attach the file in the chat and it's indexed immediately.
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 Zoho CRM: step by step
Requirements
- ·The knowledge base is part of Zoho Desk, not Zoho CRM directly. Zoho Desk must be active in your plan.
- ·Knowledge base articles can be public or internal. Verify visibility settings before publishing.
Access Zoho Desk
Go to desk.zoho.com and log in with your credentials. If you have Zoho One, you can navigate to Zoho Desk from the main Zoho app dashboard.
Go to the Knowledge Base module
In the left navigation bar of Zoho Desk, click the Knowledge Base icon (open book). If you don't see it, it may be under the main modules menu.
Select or create a category
The knowledge base is organized into categories and sections. Choose an existing category where you want to publish the document, or click '+ Add Category' to create a new one.
Create a new article
Inside the selected category, click '+ New Article'. Enter a descriptive title for the article that identifies the document's content.
Write or paste the article content
In the rich text editor, add a brief description of the document and its purpose. This text will be indexed by the knowledge base search engine.
Attach the PDF file
In the editor toolbar, find the attachment icon (paperclip) or the 'Attach Files' option. Click it, select the PDF file from your computer, and wait for the upload to complete.
Configure article visibility
Before publishing, in the right panel choose whether the article will be 'Public' (visible to external customers) or 'Internal' (agents only). Also select the relevant department if applicable.
Publish the article
Click the 'Publish' button in the top-right corner. The article with the attached document will be available in the knowledge base. Agents can search for it and share it directly from tickets.
Frequently asked questions
Can I upload documents directly to the knowledge base in Zoho CRM without using Zoho Desk?
Not directly. The knowledge base as such belongs to Zoho Desk. However, you can attach documents to individual records (contacts, deals, accounts) within Zoho CRM using each record's 'Attachments' section, or use Zoho WorkDrive for centralized storage.
Is there a file size limit for attachments in Zoho Desk articles?
Yes. The maximum file size per attachment in Zoho Desk is 20 MB. If your PDF exceeds that, consider compressing it or uploading it to Zoho WorkDrive and sharing the link in the article.
Can customers download the PDF directly from the public Zoho Desk knowledge base?
Yes, if the article has public visibility. The attached file will appear as a downloadable link at the bottom of the article in the customer portal. Make sure the article is published and not in draft status.