# Fill the knowledge base in Customer Service

> [HTML Version](add-knowledge-base.html)

In the **Customer Service** solution, you can publish useful articles that will enable customers to find answers to typical questions on their own.

## Create article categories in Customer Service

To make it easier for users to find articles in the knowledge base, group them into categories, for example, by the name of the services provided.

**(feedback-04.png)**

Click the **+Article Category** button and enter a name. Specify the parent category to form a hierarchical structure. Click **Save**.

Now, when creating an article, the operator will be able to specify the category where it belongs.

## Create an article in Customer Service

1. Go to the **Articles** directory and click the **+Article** button in the upper right corner.

2. In the opened window, fill in the fields:

**(setup-portal-05.png)**



- **Public article**. If this option is selected, the article will be displayed on the external portal. If the option is not enabled, the article will only be available in the **Articles** directory.

- **Article category**\*. Specify the category to which the article belongs. Categories help to group articles in the directory and on the external portal.

- **Name**\*. Enter the article title.

- **Description**\*. Add the text of the article. You can use Markdown markup language or a WYSIWYG editor. Please note that this field will be unavailable if the **Customer Service Markdown** **Editor** module is disabled.

- **Service**. Indicate the service to which the article relates. For example, instructions for filling out a complaint relate to the **Complaints** service.

- **Product**. Select the [Products](crm_objects.md) directory item in the **CRM** workspace to which the article belongs.

- **Attachments**. Attach additional files, for example, sample return forms.

- **Tags**. Words or phrases from the **Tags **directory related to the article topic. Tags can be used to search for articles by their parameters.

- **Article valid until**\*. The date when the article is removed from the external portal.

- **Automatic renewal**. After the expiration date, the article will remain published without any time restrictions.

- **Approval**. To send an article for approval prior to publication, select **Yes** and specify the approver. The article will be published on the portal only after its approval.

3. Click **Save**.

After that, the created article will be saved in the directory. If the article is marked as public, it will also appear on the external portal.

By default, a [folder hierarchy](folder_tree.md) is configured for articles, so you can add more folders to divide articles by topic.