What belongs here
- Playbooks — how a particular service is delivered, step by step.
- Client quirks — the things about a specific client that a new team member would get wrong.
- Publisher process — what each publisher in the catalog needs and how long it takes.
- Decisions with a shelf life — the pricing rule, the escalation path, the thing that was agreed once and keeps being asked.
What does not belong: anything client-facing, anything with a credential in it, and anything that is really a note about one piece of work. The last one belongs on the work order.
Desk knowledge
Service · Northwind Trading
Client
Catalog
Process
The honest caveat
It is in the comments on past work orders and projects, because that is where people write things down while they are working. A knowledge base is a place somebody has to decide to go and write, and most people never do. This is not a criticism of the feature — it is a reason to search the work before searching the knowledge base, and a reason not to build a process that assumes the knowledge base is complete.
The practical approach that works: write an article only when the same question has been asked three times, and link it from the work rather than expecting people to browse.
What this does not do
This is internal. There is no published knowledge base for clients.
An article has a current version and a last-updated date.
Nothing prompts you to re-check an article that has gone stale.
Searching here does not search work orders or projects.
Questions
Can clients see any of it?
No.
Can we attach files?
Yes.
Should client-specific notes go here or on the client?
Durable ones here; anything about one job on the work order.
Related
Services and the publisher catalog in the erp.io Client Portal — turning what you sell into orderable things, and where placements come from.
Projects tasksThe task in erp.io Projects: fields, subtasks, comments, My Tasks, and search across everything a team has ever written on a task.