Write a document
Add a knowledge document that opens a guide page, choose who can read it, and edit it later.
What it's for
List the guide pages each role needs in Resources → Knowledge. A document doesn't hold text: it opens a page of the role guides, so the steps are written in one place. Readers land on that page in their own role's guide. A new document is always saved as a draft first: nobody but administrators sees it until you publish it.
The guide text itself is changed by the team that maintains the app, not on this page.
Before you start
- You're signed in as an Administrator.
- Know which roles should read the document.
Steps
Start a new document
Click Resources → Knowledge, then New document. The page is called New document: "Opens a guide page. Saved as a draft: publish it from the document page."
Fill in the details
- Title: at least 3 characters.
- Type: SOP (picked first), Training, Policy or Other.
- Category: a short group name, for example "Onboarding".
- URL name (optional): the end of the document's page address. Leave it empty and it is "Made from
the title" ("Chat rules" becomes
/knowledge/chat-rules). - Summary: one or two lines shown on the card, up to 300 characters.
Choose who can read it
Under Who can read it once published, tick each role that should read it. The hint says "Roles that can manage knowledge always read it. With no role ticked, only they see it."
Pick the guide page
Click Guide page and type to search, for example "calendar". Pages are grouped by guide (Administrator, Manager, Chatter, …), each with its section and address. Pick one.
The button then shows the page's title and the guides that have it, for example "Calendar (Manager, Chatter, Administrator)". Under it: "Readers who open this document go to this page in their own role's guide (or, if their guide doesn't have it, in the guide of a role that does)."
Save the draft
Click Save draft (it says Saving… while it works). The document's page opens with the badge Draft. Cancel goes back without saving.
Edit a document later
On the document's page, click Edit. The page is called Edit document, with the same form. Change what you need and click Save changes.
What you should see
- The new document in the library with the badge Draft.
- Its page shows the bar with Edit, Publish and Archive, and Open the guide page. To share it, see Publish and archive documents.
Test checklist
Good to know
Edits to a published document go live at once
As the Edit document page says, saving a document that is already published changes what readers see right away. Publish changes only raises the revision number and the date.
If another administrator saved the same document while you were editing, you see "This document changed while you were editing. Reload and try again." Reload and make the change again.