Help center Core configuration Knowledge base Manage reusable knowledge-base files Updated Monday, October 26, 2026 · Marc Staine The File Repository keeps reusable images and documents available to article and template authors. A maintained folder structure helps authors find approved files and avoids unnecessary duplicate uploads. Applies to: Supportbench Core. Location: Settings → Knowledge Base → File repository. Access and available controls depend on your role and account capabilities. Before you begin You need permission to edit this configuration. Ask an administrator if the page is available but its editing controls are not.Review the current configuration and where it is used before making a change. Available choices depend on your account, enabled modules, division access and role.Use a test record or a controlled test account for behavior checks. Do not change production routing or send customer messages just to try an example. Configure and verify Open Settings → Knowledge Base → File Repository, or the repository picker in a supported editor.Browse/search for the existing file before uploading another copy.Use permitted folder/file actions and verify the resulting location and content.Insert the file through the editor and check its rendered result for the intended audience. Settings reference Folders and filesSettingWhat it controlsHow to chooseSearch / FoldersFinds repository files and their folder location.Use consistent names and a simple folder structure.New / Rename / Move folderOrganizes folders, including moves to root.Review the destination before moving content.Delete folderDeletes only an empty folder.Remove or relocate its contents deliberately first.UploadAdds a file; the same folder/name can replace an existing file.Check for an existing file before uploading a replacement.Open / InsertOpens the file or inserts its repository reference into the consuming editor.Verify the file and intended audience before inserting it.Move file / Delete fileMaintains an existing repository item.Review article and template references before either operation. Behavior to knowRepository administration requires the file-repository edit permission and the Knowledge Base module. Browsing/insertion and administration can have different access.Deleting a file can break articles or templates that reference it. Verify links after moving or replacing a file; do not assume every existing reference will be rewritten. Recommended use Use terminology that agents and customers already understand. Explain the intended meaning in the description.Keep the initial configuration small enough for people to choose consistently. Add options when they represent a real operational difference.Review existing references before renaming, changing scope, or deleting. Where supported, deactivate an obsolete option before considering permanent deletion. Worked example Create a clearly named folder for approved product images.Upload a sanitized image after checking the folder for an existing file of the same name.Insert the repository reference into a test article and preview it.Check the intended reader can view the file before publishing the article. Troubleshooting ProblemWhat to checkThe item is missing from a picker.Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.The form rejects a save.Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.An existing record still shows an old value.A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed. Related configuration Knowledge Base → Configure article templates and AI authoring guidanceKnowledge Base → Organize knowledge-base topics and accessOrganization → Configure agent roles and division access Was this article helpful? Yes No Thank you for your feedback.