Create and manage knowledge articles directly in Duckie when you need content that doesn’t exist in your external documentation sources.
When to Use Custom Knowledge
Custom knowledge is ideal for:
| Use Case | Example |
|---|
| Quick answers | FAQ responses that aren’t documented elsewhere |
| Internal procedures | Support team processes not in public docs |
| Temporary info | Promotions, outages, time-limited content |
| Corrections | Clarifications or updates to existing docs |
| Gap filling | Answers to questions from the Gaps tab |
Creating Articles
Navigate to Custom Knowledge
Go to Train → Knowledge and select the Custom Knowledge tab.
Click Create Article
Click Create Article to open the editor.
Enter Title
Write a clear, searchable title:
- Good: “How to reset your password”
- Good: “Refund policy for subscriptions”
- Avoid: “FAQ 1”, “Info”
Write Content
Use the rich text editor to write your article.
Add Tags
Assign tags to organize and control access.
Save
Click Save to publish the article.
Writing Effective Articles
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]
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.”
Rich Text Formatting
The editor supports:
| Format | Use For |
|---|
| Headings | Section titles |
| Bold/Italic | Emphasis |
| Bullet lists | Options, features |
| Numbered lists | Step-by-step instructions |
| Code blocks | Technical content, examples |
| Links | References to other resources |
| Tables | Structured data |
Tagging Articles
Tags help organize knowledge and control agent access.
- In the article editor, find the Tags field
- Select existing tags or create new ones
- Save the article
Common Tagging Strategies
| Strategy | Example Tags |
|---|
| By topic | billing, technical, account, shipping |
| By product | product-a, product-b, platform |
| By team | support, sales, engineering |
| By audience | customer-facing, internal-only |
Managing Articles
Editing
- Click on an article to open it
- Make changes in the editor
- Click Save
Changes are immediate — agents will see updated content right away.
Archiving
To remove an article without deleting:
- Open the article
- Click Archive
- Article is hidden but preserved
Deleting
To permanently delete:
- Open the article
- Click Delete
- Confirm deletion
Deleted articles cannot be recovered. Use Archive if you might need the content later.
Version History
Track changes over time:
- Open an article
- Click History
- View previous versions and who made changes
Creating from Gaps
The fastest way to fill knowledge gaps:
- Go to Train → Knowledge → Gaps
- Find a gap you want to address
- Click Create Article
- The question is pre-filled as a starting point
- Write the answer and save
Next Steps
