Create and customize knowledge base articles

You can create knowledge base articles that address any inquiries your visitors may have about your business. This empowers your visitors to access organized and accessible information.

Before you get started

Before you begin working with this feature, make sure to fully understand what steps should be taken ahead of time, as well as the limitations of the feature and potential consequences of using it. 

Understand requirements

• To create knowledge base articles, users will need Knowledge base articles permissions with the Edit access and Publish access toggled on, and a Service Hub seat. 

Understand limits & considerations

• These tools are only available for migrated knowledge bases. Learn more about migrating your knowledge base.
• For knowledge bases that haven't been migrated, learn more about creating and customizing a legacy knowledge base.
• HubSpot accounts with Service Hub Professional subscriptions can create one knowledge base, with up to 2,000 articles.
• HubSpot accounts with Service Hub Enterprise subscriptions can create up to 25 knowledge bases, with up to 10,000 total articles. 
• Visitors who haven't signed in won't be able to view a category if all articles within the category have their visibility set to Single sign-on (SSO) required or Access group membership required.

Create a knowledge base article

To create a knowledge base article:

1. In your HubSpot account, navigate to Service > Knowledge Base.
2. In the upper right, click Create article.
3. In the content editor, enter a title and subtitle. Then, write the body of the article.
4. Apply formatting and add assets like videos, links, and images using the rich text toolbar in the body of the article. Learn more about editing content with the rich text toolbar. 

Please note: some styling options like colors and fonts must be edited in the knowledge base's theme.

Customize a knowledge base article's settings

You can customize a knowledge base article's settings including URL slug, language, categories, and tags. You can also customize the meta description, visibility and add code snippets to the head html. 

1. In your HubSpot account, navigate to Service > Knowledge Base.
2. On the index page, click the name of an article. 
3. In the content editor, click Settings in the top right.
4. To customize the URL slug:
   • By default, the article's URL will end in a URL slug of its title. 
   • Enter a new URL slug in the Article URL field.
   • To edit the root URL for all knowledge base articles, click Edit the root URL in settings. You'll be redirected to the knowledge base settings page.
5. To set the language of the article, click the Article language dropdown menu and select a language. Learn more about managing knowledge base articles in multiple languages.
6. To assign a category to the article, click the Category dropdown menu and select a category. Learn more about using categories in a knowledge base. 
7. To assign a subcategory to the article, click the Subcategory dropdown menu and select a subcategory. Learn more about using subcategories in a knowledge base. 

8. To add a tag to the article, click the Tags dropdown menu and select a tag, or type a new tag, then click + Add "[name of your new tag]" tag. Adding tags to an article will widen the search results it appears in. 
9. In the Meta description field, enter a description. This description will appear in search results below the article title. 
10. To change the visibility of the article, select an option in the Control audience access section:
    • Select Public to make the article's content available to any visitor.
    • Select Access group membership required to require visitors to register to view the article. Learn more about setting up registration for private content.
    • Select Single sign-on (SSO) required to require visitors to log in with your SSO provider. This option is only available if SSO has been set up for the domain where your knowledge base is hosted. Learn more about setting up SSO for your content.
11. To add a code snippet to the head HTML of the article, enter the code snippet in the Head HTML field. 
12. When you're finished customizing the knowledge base article's settings, click X to close the settings in the top right.

Preview a knowledge base article

To preview a knowledge base article:

1. In your HubSpot account, navigate to Service > Knowledge Base.
2. On the index page, click the name of an article. 
3. In the content editor, click Preview in the top right.
4. To preview the article across different device types, click the mobileIcon mobile icon or the tabletIcon tablet icon. By default, the desktopIcon desktop icon will be selected.
5. To open the preview in a new tab, click Open in a new tab in the top right.
6. To share the preview, click Copy link in the top right. The preview will only be visible to other HubSpot users in the account.
7. When you're finished previewing the knowledge base article, click Back in the top left.

Publish a knowledge base article

You can publish a knowledge base article to take the article live. You can also schedule a knowledge base article to publish or unpublish at a later date and time. 

Publish an article

You can publish knowledge base articles from the index page or content editor. 

To publish a knowledge base article:

1. In your HubSpot account, navigate to Service > Knowledge Base.
2. To publish a knowledge base article from the index page:
   • Select the checkbox next to each article you want to publish.
   • At the top of the table, click Publishing options.
   • In the dialog box, select Publish.
   • Click Publish to take your article live.
3. To publish a knowledge base article from the content editor:
   • On the index page, click the name of an article. 
   • In the content editor, click Publish or Update in the top right.

Schedule to publish or unpublish an article

You can schedule knowledge base articles to publish from the index page or content editor. Additionally, you can schedule knowledge base articles to unpublish from the content editor.

To schedule a knowledge base article to publish:

1. In your HubSpot account, navigate to Service > Knowledge Base.
2. To schedule a knowledge base article to publish from the index page:
   
   • Select the checkbox next to each article you want to publish.
   • At the top of the table, click Publishing options.
   • In the dialog box, select Schedule publish.
     • Click the date field and select the date when the article will be published.
     • Click the time field and select the time when the article will be published.
   • Click Schedule publish.
3. To schedule a knowledge base article to publish from the content editor:
   • On the index page, click the name of an article
   • In the content editor, click the dropdown menu next to Publish and select Scheduling options in the top right.
   • On the Schedule publish tab, click Schedule publish or Schedule update.
   • Click the date field and select the date when the article will be published.
   • Click the time field and select the time when the article will be published.
   • When you're finished, click Schedule.
4. To schedule a knowledge base article to unpublish:
   • On the index page, click the name of an article.
   • In the content editor, click the dropdown menu next to Publish and select Scheduling options in the top right.
   • On the Schedule unpublish tab, click Schedule unpublish.
   • Click the date field and select the date when the article will be unpublished.
   • Click the time field and select the time when the article will be unpublished.
   • When you're finished, click Schedule.