Knowledge Base
Build a small library of files for your staff and simple guides for your patients.
The Knowledge Base is your own library of files and links. Your staff read it. Your patients can read parts of it from their portal. You set it up as a Client Admin (the role that can change setup).
Can you skip this for now? Yes. The Knowledge Base does not block your launch. Most brands set it up in month two, after the first orders come in.
Before you start
Have these ready:
The files you want to store (PDF, image, or video)
Any web links you want to save
A short, clear title for each one
Who does what: You add and edit every entry yourself. Your staff can only read them.
Time: About 20 to 30 minutes to start a small library. There is no waiting.
Two kinds of entries
Every entry has an audience. It is for your team, or it is for your patients.
| Audience | Use it for |
|---|---|
| Internal (staff only) | Staff notes, how-to steps, training, phone scripts, and policies. |
| Patient | Simple instructions patients can read from their portal. |
Build your library
Open the Knowledge Base
In the left menu, click Knowledge base. Your library opens. A new account starts empty.
Make folders to stay organized
Click Create Folder. Type a name, then save. Good starter folders are Patient Support, Product Education, Labs, and Billing.
Add a file or a link
Click Upload Files to add a PDF, image, video, or Word doc. Click Add Link to save a web link. Give each one a short, clear title.
Choose who can see it
When you upload a file, check Visible to patients only if a patient should read it. Leave it unchecked to keep the entry staff only.
You can also right-click any entry. Then pick Show To Patients or Make Staff Only.
Remove old entries
When an entry is out of date, right-click it and click Delete. Delete is permanent, so remove an entry only when you no longer need it.
Check the audience before you save. Never mark internal staff notes as visible to patients. Write patient entries in plain, friendly words.
What to add first
Start small. Add what your team reaches for each week:
- Your patient-support script and common answers
- Your refund and rescheduling rules
- One or two product guides for your top sellers
A small, current library beats a big, stale one. You can add more any time.
Words to know
| Word | What it means |
|---|---|
| Client Admin | The role that can set everything up: branding, payments, products, team. |
| Client Staff | The role for daily work: patients, orders, messages. Cannot change setup. |
Questions people ask
Can my staff add files?
No. Staff can only read the Knowledge Base.
- You, the Client Admin, add, edit, move, and delete entries.
- Staff open the same page but see it read-only.
Where do patients see the patient entries?
In their patient portal, if the page is turned on.
- Patients see a Knowledge base page in their portal menu.
- You turn that page on or off in Settings, then Patient experience, under Patient navigation.
- Find Knowledge base in that list and make sure it is on.
- Internal entries never show to patients.
What can I add?
Files and web links.
- Files: PDF, image, video, or Word doc.
- Web links to pages you trust.
- Clear titles matter most. Staff search by title.
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