How to upload information to the knowledge base
Zoho CRM does not include a native knowledge base. For a real KB, you need to activate Zoho Desk, a separate product in the Zoho ecosystem. As a workaround, you can use the Notes module within Zoho CRM. The full process takes 15 to 20 minutes. In Teeo, a single message is all it takes.
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 Zoho CRM: step by step
Requirements
- ·Zoho CRM has no native Knowledge Base. For a full knowledge base you need Zoho Desk, which is a separate product within the Zoho ecosystem (it has a free plan with limitations).
- ·As a quick workaround within Zoho CRM, you can store information using the Notes or Attachments module on records, but it is not an indexable or searchable KB as such.
- ·If you already have Zoho One or a plan that includes Zoho Desk, you can activate it at no extra cost from the Zoho admin panel.
Access the Zoho admin panel
Go to accounts.zoho.com and log in. From here you can see all Zoho products available in your account. If you have Zoho One, Zoho Desk is already included. Otherwise, you'll need to activate a free trial or Zoho Desk subscription.
Activate Zoho Desk from the app panel
In the Zoho apps panel (accounts.zoho.com/u/h#home/apps), find 'Zoho Desk' and click 'Activate' or 'Free Trial'. If it's already active, click 'Open' to go directly. Zoho Desk is the product where the Knowledge Base lives.
Enter Zoho Desk and go to the Knowledge Base module
Once inside Zoho Desk (desk.zoho.com), find the 'Knowledge Base' section in the left sidebar. If it's your first time, you may need to configure a help portal. Click 'Knowledge Base' to access it.
Create or select a category
In Zoho Desk's Knowledge Base, articles are organized by categories and sections. Click 'New Category' or select an existing category matching the type of information you'll upload (e.g., 'Services', 'Pricing', 'Support').
Create a new article
Inside the category, click the 'New Article' button. This will open Zoho Desk's article editor with a title field and a rich text editor for the content.
Write the article title and content
Write a descriptive title in the 'Article Title' field. Then write or paste the information content into the editor. You can use text formatting: headings, numbered lists, bold text, images, and tables. The editor works like a standard word processor.
Configure article visibility and language
In the right panel, configure who can see the article: 'All' (public to everyone), 'Registered Users' (registered users only), or 'Agents' (internal agents only). Also select the article language if you manage a multilingual portal.
Publish the article to the Knowledge Base
Once the content is reviewed, click the 'Publish' button in the upper right of the editor. The article will be published to your Zoho Desk Knowledge Base and available to your agents and/or customers based on the visibility setting.
Frequently asked questions
Does Zoho CRM have a native knowledge base?
No. Zoho CRM does not include a native knowledge base. For a complete knowledge base with indexable articles, you need to use Zoho Desk, which is a separate product in the Zoho ecosystem. Within Zoho CRM you can only store information as Notes or Attachments on individual records.
Is Zoho Desk paid or included in Zoho CRM?
Zoho Desk has an independent free plan with basic features. If you have Zoho One or a bundle that includes Zoho Desk, it's already available in your account at no extra cost. If you only have Zoho CRM, you'll need to activate Zoho Desk separately.
Do Zoho Desk knowledge base articles appear in Google?
Yes, if you configure the help portal with a custom domain or use the subdomain Zoho provides, articles can be indexed in Google. Zoho Desk allows you to configure meta titles, meta descriptions, and custom URLs to improve article SEO.