Is there a way to build a Knowledge Base for employees?

Freshdesk provides the capability to configure the visibility of Solution folders exclusively for Agents, enabling the creation of an Internal Knowledge Base. To achieve this, you can follow these steps:

1. Begin by creating a New Folder within the Solution section.

2. When the folder is created, you will find an Edit option (represented by a "Pen" icon) next to the Folder Name.

3. Click on the Edit option to modify the visibility settings of the folder.

4. Within the visibility settings, you can specify that the folder should only be visible to Agents.

5. By setting the visibility to Agents only, the Solution Articles added to this folder will be restricted to the agents on your Freshdesk account and remain strictly internal.

Adding a screenshot for reference:

This approach allows you to control access to specific folders within the Knowledge Base and create an Internal Knowledge Base exclusively for your agents.