Configuration of Knowledge Base in Bitrix24
A manager asks in chat: "How do I process a return?" Gets a link to a PDF from 2021 where half the items are outdated. Another manager answers from memory — differently. A third searches in messages and finds a note from a former colleague. Result: three versions of actions, none current. Knowledge Base in B24 solves this: single source, categories, search, quality control.
"Knowledge Base" Module
Knowledge Base in B24 is a tool for storing articles with hierarchical structure. Available in Services → Knowledge Base or as an element of a workgroup. Each article is formatted text with attachments, category, and access rights.
Difference from Wiki: knowledge base is built around categories and articles, not free pages. Suitable for procedures, instructions, answers to common questions — content structured by topics.
Category Structure
Categories are the skeleton of the knowledge base. Typical structure:
- Products and Services — description, characteristics, pricing
- Processes — work procedures, action algorithms
- Tools — instructions for CRM, tasks, telephony
- Personnel — vacations, sick leave, business trips, onboarding
- Templates — email templates, contracts, proposals
Inside each category are subcategories. Nesting depth no more than 3-4 levels, otherwise navigation becomes complex.
Creating and Formatting Articles
Each article contains:
- Title — specific, answers a question (not "Returns" but "How to Process a Product Return")
- Body — step-by-step instructions, description, table
- Attachments — files, screenshots, video
- Category — binding to section
- Author and update date — for quality control
The article editor supports formatting: headings, lists, tables, image and video insertion. For complex instructions, use numbered lists with screenshots of each step.
Department-Level Access
Access rights are configured at knowledge base level (if attached to a workgroup) or category level:
- Entire Company — general procedures, product information
- Sales Department — scripts, objection handling, internal pricing
- Management — financial procedures, HR policies
If knowledge base is created within a workgroup — access is inherited from the group. Convenient for departments: "Sales" workgroup contains its own knowledge base visible only to members.
Search
Built-in search indexes article titles and bodies. To improve search quality:
- Add keywords to titles
- Use synonyms in text (if employees search "return" — the word should be in the article)
- Maintain "Frequently Searched" section on the main page
Quality Control
Articles become outdated. For control:
- Assign a responsible person for each category
- Set periodic article review tasks (quarterly)
- Track last update date — articles older than 6 months marked as requiring review
What We Configure
- Category and subcategory structure for company specifics
- Article formatting templates
- Access rights by departments and roles
- Existing documentation migration to knowledge base
- Review process: responsible persons, frequency, update tasks
- Employee training: creating, searching, updating articles