# Knowledge base

URL: /systems/knowledge-base · Id: `system:knowledge-base`

> Knowledge base holds the articles Customers and Agents answer from, in a searchable help center that cites every answer.

Knowledge base holds the articles [Customers](/business/nouns/customer) and [Agents](/business/nouns/agent) answer from, in a searchable help center that cites every answer. A question no article answers opens a [Task](/business/nouns/task) to write one, instead of a guess.

## Summary
| Part | This System |
| --- | --- |
| Group | Support |
| Status | Beta: it works, and its Verbs may still change |
| Shelf | Wakes: offered once its Event fires |

You can ask:

- “Write a help article on resetting a password”
- “Publish the help center”
- “Which questions have no article?”

## What you get
| Part | This System |
| --- | --- |
| Starts | On for every Startup at creation, with nothing to install. |
| Wakes | On [`Conversation.answered`](/business/events/Conversation.answered) when the same question has come in five times. |
| Built from | [Search](/code/platform/search), [Vector search](/code/platform/vector-search), [AI gateway](/code/platform/ai-gateway), [Database](/code/platform/capabilities/database) |

## Nouns it owns
None.

## Verbs
| Verb | Object | Approval | Event |
| --- | --- | --- | --- |
| [Content.list](/business/nouns/content/list) | [Content](/business/nouns/content) | None | None. |
| [Content.draft](/business/nouns/content/draft) | [Content](/business/nouns/content) | None | [`Content.drafted`](/business/events/Content.drafted) |
| [Content.publish](/business/nouns/content/publish) | [Content](/business/nouns/content) | Asks first; waits 1 business hour | [`Content.published`](/business/events/Content.published) |

## Events
| Direction | Event | How |
| --- | --- | --- |
| Emits | [`Content.drafted`](/business/events/Content.drafted) | By [Content.draft](/business/nouns/content/draft) |
| Emits | [`Content.published`](/business/events/Content.published) | By [Content.publish](/business/nouns/content/publish) |

## States
None.

## Who operates it
| Part | This System |
| --- | --- |
| Accountable | [Customer Lead](/agents/customer/customer-lead) |
| Team | [Customer Team](/agents/customer) |
| Seat | A role agent holds it until a Human is seated. |
| Autonomy | `supervised` |
| Also calls its Verbs | [Content Lead](/agents/marketing/content-lead) |

## Approvals and limits
| Verb | Rule | Detail |
| --- | --- | --- |
| [Content.publish](/business/nouns/content/publish) | A person says yes first | Waits 1 business hour |

## Processes that use it
| Process | How it uses it |
| --- | --- |
| [Launches](/workflows/processes/launches) | A step calls [Content.publish](/business/nouns/content/publish) |
| [Content marketing](/workflows/processes/content-marketing) | A step calls [Content.draft](/business/nouns/content/draft) |

## Rail underneath
None.

## Views and dashboards
| View | Shows | Metrics |
| --- | --- | --- |
| The [Customer Lead](/agents/customer/customer-lead)’s view | The Metrics its accountable Role answers for. | [Month-3 retention](/agents/customer#month-3-retention), [Net revenue retention](/agents/customer#net-revenue-retention), [Logo churn](/agents/customer#logo-churn), [Repeat purchase rate](/agents/customer#repeat-purchase-rate), [First response time](/agents/customer#first-response-time), [First responses on time](/agents/customer#first-responses-on-time), [Resolution time](/agents/customer#resolution-time), [Agent resolution rate](/agents/customer#agent-resolution-rate) |

## Access
What each Access level may call here.

| Access level | May call |
| --- | --- |
| `owner` | Every Verb (3) |
| `admin` | All but 1 of 3: `Content.publish` |
| `member` | All but 1 of 3: `Content.publish` |
| `viewer` | Read only (1 of 3) |

## Import and export
None.

## Fees and pricing
None.

## Availability and limits
| Part | This System |
| --- | --- |
| Status | Beta: it works, and its Verbs may still change |

## Compliance notes
Controls it carries:

- [Point-in-time recovery](/systems/trust-and-governance/controls/point-in-time-recovery)
- [Processing definitions](/systems/trust-and-governance/controls/processing-definitions)

## Related Systems
- [Support](/systems/support)
- [CMS](/systems/cms)

## Example
A [Dataset API](/products/templates/dataset-api) of company filings gets the same question 30 times in a month: how to page past 10,000 results. Knowledge base surfaces the gap, and the [Customer Lead](/agents/customer/customer-lead) Agent writes the article. [Support](/systems/support) answers the next 30 from it, each with a citation.