> ## Documentation Index
> Fetch the complete documentation index at: https://docs.duckie.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Custom Knowledge

> Create knowledge articles directly in Duckie

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

{/* Screenshot: Custom knowledge tab showing list of articles with titles and tags */}

## 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

<Steps>
  <Step title="Navigate to Custom Knowledge">
    Go to **Train → Knowledge** and select the **Custom Knowledge** tab.
  </Step>

  <Step title="Click Create Article">
    Click **Create Article** to open the editor.

    {/* Screenshot: Custom knowledge tab with Create Article button highlighted */}
  </Step>

  <Step title="Enter Title">
    Write a clear, searchable title:

    * Good: "How to reset your password"
    * Good: "Refund policy for subscriptions"
    * Avoid: "FAQ 1", "Info"
  </Step>

  <Step title="Write Content">
    Use the rich text editor to write your article.

    {/* Screenshot: Rich text editor with formatting toolbar and content area */}
  </Step>

  <Step title="Add Tags">
    Assign tags to organize and control access.
  </Step>

  <Step title="Save">
    Click **Save** to publish the article.
  </Step>
</Steps>

## Writing Effective Articles

### Structure

Organize content for easy scanning:

```markdown theme={null}
# 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 support@example.com
```

### 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               |

{/* Screenshot: Editor toolbar showing formatting options */}

## Tagging Articles

Tags help organize knowledge and control agent access.

### Adding Tags

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

{/* Screenshot: Tag selection dropdown in article editor */}

### 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

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.

### Archiving

To remove an article without deleting:

1. Open the article
2. Click **Archive**
3. Article is hidden but preserved

### Deleting

To permanently delete:

1. Open the article
2. Click **Delete**
3. Confirm deletion

<Warning>
  Deleted articles cannot be recovered. Use Archive if you might need the content later.
</Warning>

### Version History

Track changes over time:

1. Open an article
2. Click **History**
3. View previous versions and who made changes

{/* Screenshot: Article history panel showing versions with timestamps and authors */}

## 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

{/* Screenshot: Knowledge gap with Create Article button */}

## Next Steps

<CardGroup cols={2}>
  <Card title="Knowledge Gaps" icon="circle-question" href="/knowledge/knowledge-gaps">
    Find questions to answer
  </Card>

  <Card title="Knowledge Tags" icon="tags" href="/knowledge/tags">
    Organize with tags
  </Card>
</CardGroup>