Every network accumulates knowledge that lives nowhere in particular: how to quote a job, what the brand standards are, which supplier to use for what, how to handle a complaint. It ends up in email attachments, in a folder somebody set up three years ago, and in the head of whoever has been there longest. The Knowledge Base is where it goes instead.
It is your own library of articles, written by you, inside Gorilla Dash. Select Knowledge Base in the left-hand menu to reach it. Articles can be for your team only, shared with the tribes, made available to organisations beneath yours, or published publicly for your customers to read.
This is not the Gorilla Dash Help Centre
The guides you are reading now are the Gorilla Dash Help Centre — documentation about the software, written by Gorilla Dash. Your Knowledge Base is documentation about your business, written by you. They use the same machinery and look similar, which is why they are easy to confuse, but you cannot edit ours and we do not write yours.
Where the two do meet is publishing. Your own articles can be made public and given their own support page for your customers, in exactly the way this page works. The guide on publishing to your support screen explains how.
What is on each screen
| Screen | What it is for |
|---|---|
| Knowledge Base | The browsing view, grouped by category. This is what your team sees when they come looking for something. |
| Articles | The full list, for finding and managing articles as an administrator. |
| Categories | The headings articles are filed under, and the order they appear in. |
| Help Links | Attaching one of your articles to a screen in Gorilla Dash, so the help there opens it. Two screens can be linked to today, both on a team member's own profile. |
| Settings | Automatic translation into the languages your network uses. |
Where to start
Build the categories first, even if you only have three. An article with nowhere sensible to sit tends not to get written, and a library that grew without categories is very hard to reorganise once people have started linking to things in it.
Then write the five articles your tribes ask about most often. You will know what they are, because somebody answers those questions by email every week. Those five will be read more than the next fifty put together.