I'm using Zoho helpdesk for the last 2 years. A new support department is being added and one of the relevant feature for their operation manager is rather Zoho helpdesk is able to store documents that will be used as a knowledge base for their agents. 

The funny thing is that I was already able to locate a solution to this issue a few weeks ago, but I have spent the last hour looking on the setup screen and was not able to re-locate it.

Will appreciate your help with the matter, I'm having this presentation tomorrow and  it will be nice to have the answer for it (:

Thanks