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Create and manage knowledge articles directly in Duckie when you need content that doesn’t exist in your external documentation sources.

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When to Use Custom Knowledge

Custom knowledge is ideal for:
Use CaseExample
Quick answersFAQ responses that aren’t documented elsewhere
Internal proceduresSupport team processes not in public docs
Temporary infoPromotions, outages, time-limited content
CorrectionsClarifications or updates to existing docs
Gap fillingAnswers to questions from the Gaps tab

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Creating Articles

1

Navigate to Custom Knowledge

Go to Train → Knowledge and select the Custom Knowledge tab.
2

Click Create Article

Click Create Article to open the editor.
3

Enter Title

Write a clear, searchable title:
  • Good: “How to reset your password”
  • Good: “Refund policy for subscriptions”
  • Avoid: “FAQ 1”, “Info”
4

Write Content

Use the rich text editor to write your article.
5

Add Tags

Assign tags to organize and control access.
6

Save

Click Save to publish the article.

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Writing Effective Articles

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Structure

Organize content for easy scanning: 
# How to Reset Your Password

## Steps
1. Go to the login page
2. Click "Forgot password"
3. Enter your email address
4. Check your email for the reset link
5. Click the link and set a new password

## Common Issues

### Didn't receive the email?
- Check your spam folder
- Make sure you're using the correct email
- Wait 5 minutes and try again

### Link expired?
Password reset links expire after 24 hours. 
Request a new one if yours has expired.

## Still need help?
Contact support at [email protected]

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Writing Tips

Be direct:
To request a refund, go to Account Settings → Billing → Request Refund.
Use the customer’s language:
“Can’t log in” → Write about “login problems”, not just “authentication”
Include edge cases:
What if they can’t access their email? Provide alternatives.
Add context:
Explain why, not just how: “We require identity verification to protect your account.”

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Rich Text Formatting

The editor supports:
FormatUse For
HeadingsSection titles
Bold/ItalicEmphasis
Bullet listsOptions, features
Numbered listsStep-by-step instructions
Code blocksTechnical content, examples
LinksReferences to other resources
TablesStructured data

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Tagging Articles

Tags help organize knowledge and control agent access.

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Adding Tags

  1. In the article editor, find the Tags field
  2. Select existing tags or create new ones
  3. Save the article

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Common Tagging Strategies

StrategyExample Tags
By topicbilling, technical, account, shipping
By productproduct-a, product-b, platform
By teamsupport, sales, engineering
By audiencecustomer-facing, internal-only

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Managing Articles

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Editing

  1. Click on an article to open it
  2. Make changes in the editor
  3. Click Save
Changes are immediate — agents will see updated content right away.

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Archiving

To remove an article without deleting:
  1. Open the article
  2. Click Archive
  3. Article is hidden but preserved

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Deleting

To permanently delete:
  1. Open the article
  2. Click Delete
  3. Confirm deletion
Deleted articles cannot be recovered. Use Archive if you might need the content later.

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Version History

Track changes over time:
  1. Open an article
  2. Click History
  3. View previous versions and who made changes

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Creating from Gaps

The fastest way to fill knowledge gaps:
  1. Go to Train → Knowledge → Gaps
  2. Find a gap you want to address
  3. Click Create Article
  4. The question is pre-filled as a starting point
  5. Write the answer and save

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Next Steps

Knowledge Gaps

Find questions to answer

Knowledge Tags

Organize with tags