The knowledge base

Written answers this firm has published for its customers — how-tos, common questions, and this manual's own client-portal articles among them.

When you would use this: before raising a ticket, to see whether the answer is already written down.

Steps: open "Knowledge base" and search, or browse by group. Open an article to read it, and use the "was this helpful" choice at the bottom to say whether it answered your question — that feedback is what the firm uses to improve the ones that are not working.

What you will not see: an article the firm has written for its own staff, or has not published yet, never appears here, whatever it is filed under.

When it refuses: "Knowledge base" missing from your menu means this firm has not switched it on for customers; use "Contact us" instead.