Get to know DingTalk Knowledge Base
Knowledge Base is a professional and efficient enterprise knowledge management platform within DingTalk Docs. Use it to build your organization’s knowledge repository and enable internal document collaboration. It is simple to operate. Once the admin adds members, multiple users can share content and sync in real time, and Knowledge Base members can record everything produced through internal collaboration.Pain points in knowledge management
- The greatest asset of an organization is its employees, and the knowledge they create in daily work is one of the most valuable assets. In an era of rapid talent turnover, accurately preserving knowledge has become a critical task for organizations. Yet daily work often presents the following challenges:
Employees create knowledge documents using different platforms or tools, leading to fragmented knowledge.Document formats, styles, and depth vary across departments and individuals, resulting in a disorganized Knowledge Base.
Past materials are scattered across multiple locations without unified management, making efficient use impossible.Core materials are held by individual employees, making it difficult to build consensus.
Cross-team sharing within the organization is difficult, and externally distributed materials are disorganized and hard to control, making it challenging to balance efficiency and security.Improperly configured access permissions on knowledge documents may lead to leaks of sensitive information or block access to important content.
Traditional keyword search may fail to meet complex query needs, making it hard to find the required information and reducing search efficiency.Updates and changes to the Knowledge Base go unnoticed, and manual notifications are inefficient and easy to miss.
How DingTalk Knowledge Base solves these pain points
Creation
- Use folders to categorize documents. You can also display all documents in a single tree view, and add custom logos and covers so that every Space reflects its own style.
- To improve efficiency and consistency, the admin can save commonly used meeting, plan, and report documents as Team Templates. Knowledge Base members can then apply these team templates with a single click and write documents efficiently and consistently.
Accumulation
- Centrally accumulate scattered files. Save files, logs, and quick meetings to the Knowledge Base with one click. Organize them clearly using a book-style table of contents for instant clarity.
- Group Knowledge Base lets you collect, with a single click, documents scattered across message streams. Build a Knowledge Base scoped to one or multiple Group Chats so the team can collaborate easily in DingTalk Docs and accumulate knowledge over the long term. You can also bind an existing Knowledge Base to other Internal Groups within the same organization, enabling multi-group knowledge sync: update once in one group, visible to all.
- Knowledge Base provides a data dashboard. Reads, downloads, and Interaction data for every document are at a glance, and the volume of different files within the Knowledge Base is clear at a glance. Use data to support knowledge management and let more high-quality content be seen.
- Knowledge Base supports batch download. Download multiple files in one click, eliminating tedious repetitive actions and making knowledge management easy and efficient.
- Knowledge Base supports global search. Enter a keyword to retrieve all documents containing it, helping users quickly find the content they need without flipping through documents one by one.
Distribution
- For the entire Knowledge Base, the Owner and Admin can add, modify, or remove Knowledge Base member permissions. These settings apply to the whole Knowledge Base. After adding, modifying, or removing members, their permissions on all documents within the Knowledge Base are granted, adjusted, or removed accordingly.
- Configure permissions in layers across the Knowledge Base, folders, and documents for fine-grained control. Set permissions such as external sharing and adding Collaborators, and enable security settings such as watermarks and leak prevention to safeguard Knowledge Base data.
- The patented Public Publishing + Approval feature of DingTalk Docs Knowledge Base lets you share knowledge with external customers and partners after approval. They can view it without signing in, achieving both efficiency and security. It is ideal for producing externally published help guides, product specifications, and API references.
- In addition to members-only and Public within organization, the Knowledge Base sharing scope also supports Public on the internet, with Real-time editing and Comments. This makes information flow smoother and collaboration more efficient, well-suited for cross-organization material sharing, knowledge sharing, and Interaction.
DingTalk Knowledge Base use cases
New employee onboarding
Pain points: When new employees join, they often spend significant time learning company policies, business processes, and team culture. The process is time-consuming and inefficient, and information transfer can be incomplete. Solution: With DingTalk Knowledge Base, organizations can build a structured onboarding module that includes company introductions, organization structure, role responsibilities, and guides for common tools. New employees can quickly find what they need by searching or browsing the table of contents, reducing onboarding time and cost while ensuring information accuracy and completeness.Project collaboration and information sharing
Pain points: Project team members come from different departments. Information silos hinder communication and slow down project progress. Solution: DingTalk Knowledge Base can serve as the hub for project collaboration. Create project documents, Meeting Minutes, and task assignments. Team members view updates in real time, comment, and edit collaboratively. Enable Knowledge Base activity notifications to ensure information sync and decision transparency, improving project execution.Cross-organization collaboration
Pain points: When sharing project materials, technical specifications, or standard operating procedures with external partners, every change to the published Knowledge Base web page requires going through an approval process. As a result, information cannot be updated and synced in time, affecting partner efficiency and project progress. In addition, since external partners cannot directly comment or edit in the Knowledge Base, all feedback and revision suggestions must go through email or meetings, increasing communication cost and time. Solution: DingTalk Docs and Knowledge Base support Public on the internet sharing with Real-time editing and Comments. Share the document Link with people outside the organization, such as suppliers and customers. They can click the Link to access the document, view it, and comment, making information flow smoother and collaboration more efficient. View the attachment “Public Publishing.mp4” in DingTalk Docs.Customer service and support
Pain points: Customer service teams must respond quickly and accurately to customer inquiries, but the lack of a unified Knowledge Base leads to inconsistent or delayed responses. Solution: Build a customer service Knowledge Base that includes FAQs, product manuals, and service policies. Through intelligent Q&A in the Knowledge Base group, agents can quickly find answers and improve service quality.Project document management and knowledge accumulation
Pain points: During a project lifecycle, large amounts of scattered documents and information accumulate in Group Chats. They are often disorganized, and once the project ends, valuable knowledge and documents can easily be lost and unable to be reused. Solution: With Group Knowledge Base, you can collect documents scattered in project Group Chats with one click, and organize them by project phase or topic. This enables systematic management and long-term accumulation of knowledge. Even after the project ends and the Group Chat disbands, the knowledge is preserved and passed on.Customer success stories
Awinic Electronics: Quantify enterprise knowledge assets through Knowledge Base
Pain points: There are many internal tools, but their security capabilities are inconsistent, and there is no unified platform, making efficient and accurate use of information impossible. The organization does not know what knowledge assets exist, how many there are, or how they are used. As a result, excellent knowledge and experience cannot be accumulated, which severely hinders management in a high-tech, knowledge-intensive industry. ❎ Before using Knowledge Base- Internal and external materials had roughly six accumulation paths. Materials were scattered across individual computers and various cloud drives, with no system.
- Document classification was poorly organized, making materials hard to find and search efficiency low.
- Sharing and inheritance of documents and experience was insufficient. Materials were sent point-to-point and passed by word of mouth, with poor shareability.
- Multiple systems and paths overlapped, making it hard to form good document usage habits.
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Built department Knowledge Bases and Knowledge Groups for unified accumulation, such as the technology department’s “Technical Materials Knowledge Base” and “Technical Service Knowledge Portal”.
- For accumulating and inheriting project development experience.
- To provide document support for resolving and preventing recurring technical issues.
- Designed a clear Knowledge Base table of contents structure for orderly upload, download, and creation.
- Search by keyword to quickly locate the required file content.
- Pinned Knowledge Bases for one-click access.
- Results: Within 2 months of launching the technical team’s Knowledge Base, 5,208 files were accumulated, with single-document reads peaking at 180.
- Solved by Knowledge Base: Online and unified accumulation of materials within the organization, with the Knowledge Base structure designed to systematically manage department and organization knowledge.
Ximalaya: Reduce employee learning, communication, and collaboration costs with Knowledge Base
Rapid business growth has led Ximalaya to expand to over a dozen product lines, with the employee headcount nearly quadrupling within a year. Faced with growing workloads and team size, Ximalaya chose DingTalk Docs and Knowledge Base as its collaboration and knowledge management tools. By enabling new ways of collaboration for production, product, R&D, and operations teams, the company has effectively improved work efficiency. Pain points: From topic planning to operational promotion and post-project review, cross-department work and communication were misaligned, making project advancement difficult. Internal standards, files, and updates were shared via offline files and email forwards, making the latest version hard to confirm and difficult to find. Employees could only learn internal knowledge by “asking around”—a costly and inefficient process. Practices:- Hot IP project management: aggregate project content in the Knowledge Base for review and access
- Accumulate weekly reports and team knowledge to drive member growth
Joyvio Group: Boost “core knowledge competitiveness” with Knowledge Base and accelerate organizational innovation
Joyvio Group believes knowledge management should not be a nice-to-have, but something every organization should prioritize today. Joyvio places knowledge management above digitalization, establishing a dedicated “Knowledge and Digitalization Center” that uses DingTalk Docs and Knowledge Base to bring this vision to life and unlock the organization’s knowledge productivity. Joyvio’s focus on knowledge management is driven by two main considerations:Pain points: Every organization has employee turnover. As a knowledge-intensive industry, Joyvio Group is especially exposed to this risk—particularly at the management level, where one person can be a one-person army. When such a person leaves without passing on their experience, that experience is lost, and so is productivity. The cost impact on the organization is enormous.Practices: Through DingTalk Docs, Joyvio turns employees’ tacit knowledge into explicit knowledge, and through Knowledge Base it manages, distributes, and innovates on accumulated documents in a structured way. This approach passes on experience and accumulates knowledge, effectively unlocking the organization’s knowledge productivity.
Quickstart with Knowledge Base
Create a Knowledge Base
- Open the DingTalk Docs home page, click Knowledge Base in the left navigation, and click New Knowledge Base in the top-right corner.
- You can use Create from template or create a blank Knowledge Base. Set the name, description, and visibility, then click Create. Once a new Knowledge Base is created, the creator becomes its admin.
Add admins and members
After creating a Knowledge Base, you can add more admins and members. Here is how: Method 1: Admin console In the Knowledge Base, click Settings in the top-right corner, or click Settings below the table of contents to open the Knowledge Base admin console. You can also click Members and permissions below the table of contents to jump directly to the admin console. In Members and permissions, add members and set their permissions. To set someone as an admin, give them Manage permission. For regular members, choose from Edit, View/Download, or View only. To change an existing member’s permissions, simply select that member and update the permissions. Method 2: Sharing panel On the Knowledge Base home page, click Share in the top-right corner. In the sharing panel, add a Contact and set their permissions. To change permissions for an existing member, click Manage permissions in the sharing panel and update the permissions for that member.Share the Knowledge Base
- Knowledge Base members can share the Knowledge Base. Click Share on the Knowledge Base home page to get a sharing Link or share directly to a Chat, and set permissions for the recipients.
- Internal sharing: To share the Knowledge Base with project members, set the scope to members only. To share with everyone in the organization—such as company policies or employee handbooks—set the scope to Public within organization.
- External sharing: For cross-organization collaboration, set the Knowledge Base sharing scope to Public on the internet, and configure whether link recipients can edit or comment.
- You can also publish a Knowledge Base as a public web page for use as a website or User Guide. Here is how:
Knowledge Base users
View Knowledge Bases
- On the DingTalk Docs home page, click Knowledge Base to see all Knowledge Bases you have access to, including those visible to the entire organization and those where you are a member or admin. Click to enter.
- On the Knowledge Base home page, you can find a target Knowledge Base by searching, or hover over a frequently used Knowledge Base and select Pin to pin it at the top for quick access.
Use the navigation bar
- Collapse the panel: Click the Collapse panel button at the top of the navigation bar to collapse it. When the Knowledge Base table of contents is collapsed, you can quickly expand or collapse the tree with your mouse to browse the structure more efficiently.
- Expand the panel: When collapsed, click the Expand panel button at the top to expand and pin the panel.
- Adjust panel width: Move the cursor to the boundary between the navigation bar and the document detail page, and drag to adjust the width.
Upload or create content
- Knowledge Base members can add various types of pages to enrich the Knowledge Base. Click the + button on the table of contents to create online documents such as Document, Spreadsheet, AI Table, Mind Map, and Whiteboard, as well as apps such as Form and AI Minutes.
- Choose Upload local file or import as online document to upload local files to the Knowledge Base, or convert local files to online documents and save them in the Knowledge Base.
Organize pages
- After adding various types of pages and content to the Knowledge Base, drag pages directly to adjust their position in the table of contents and keep the structure tidy.
- At the top of the Knowledge Base table of contents, click the table of contents arrow to sort files by file name, Created time, Update time, and more.
- Use the search box on the Knowledge Base home page or inside a Knowledge Base to search and access content you have permission for.