Getting Started
Q: What is a Product Knowledge Hub?
A: A Product Knowledge Hub is your team's centralized repository for all product-related documentation, insights, and expertise. It uses AI to automatically organize, tag, and make your knowledge searchable, enabling you to query information naturally and generate new documents based on your existing knowledge.
Q: How do I create a private Knowledge Hub?
A: You can create unlimited Personal Hubs. From your My Hubs Command Center, click "Add Product Hub" and follow these steps:
Name your hub (common titles include project names, product names or research topics)
Add a description to ensure Narratize understand its purpose
Start uploading your first documents
Q: How do I create a team Knowledge Hub?
A: Team Hubs are established by your organization admins. If you’d like to add a team hub, contact your organization admin or request another Hub via the support messenger panel in-app. Your Narratize CSM will then escalate your request to your organization admin and keep you informed of the decision.
Q: What types of files can I upload to my hub?
A: Narratize supports multiple file formats:
Documents: PDF, Word (.docx), PowerPoint (.pptx), .txt
Coming soon:
Structured data files:, .csv, Excel (.xlsx)
Images: .jpg, .png, .gif
Audio: .mp3, .wav
Video: .mp4, .mov
Web content: URL snapshots for point-in-time capture
Q: Is there a limit to how many documents I can upload?
A: The document limit depends on your subscription plan. Most enterprise plans allow unlimited documents in each hub. Contact support if you need to discuss enterprise-scale uploads and auto-import options.
Q: How do I know which documents to upload first?
A: Start with these essential uploads:
Recent meeting notes and strategy documents
Product specifications or requirements
Market research or competitive analysis
Testing data or performance studies
Any frequently referenced documentation
See this article for more specific suggestions based on your role.
Using the Knowledge Hub
Q: How does the AI understand my documents?
A: When you upload documents, Narratize's AI:
Automatically extracts and analyzes content
Generates metadata, tags, and topics
Makes everything searchable through natural language
Q: Can I edit the AI-generated metadata?
A: Yes! After upload, you'll see a preview of the auto-generated metadata. You can:
Review and adjust tags
Modify the description
Add custom instructions for how the AI should use the document
Update topics and categories
Q: How do I search for information in my hub?
A: You can search in two ways:
Keyword search: Use the search bar to find documents by title, tags, or content
Natural language chat: Ask questions like:
"What did our user research say about pricing?"
"Show me all regulatory requirements for our new product"
“Draft a product detail brief I can send to our marketing team sharing the technical product details in an easy to understand way”
Templates and Document Generation
Q: How do templates work in Narratize?
A: Templates help you generate consistent documentation quickly:
Browse templates organized by development phase (Discovery, Scoping, Development, Testing, Launch)
Templates automatically pre-fill with information from your Knowledge Hub
The system prompts you to fill any missing information
You can customize tone, length, and content before generating
Export the document and/or save it as knowledge to a hub
Q: Can I create custom templates?
A: Yes! Custom template creation is available, depending on your company’s subscription type. If available for your organization, you can:
Build templates specific to your organization's needs
Set required fields and formatting
Share templates across your team
Version control your templates
Contact your organization’s Narratize admin or your Narratize CSM to request custom templates.
Q: What if the generated content isn't quite right?
A: You have several options to refine generated content:
Ask the AI to revise specific sections, tone, or try again. Adding specific context for what you want to change will be helpful.
Manually edit in the rich text editor
Add more knowledge to your hub to add source documents for generation
Adjust tone and length using the Styler tool
Team Collaboration
Q: How do I add team members to my hub?
A: Hub admins can add team members by:
Clicking the pencil icon beside the correct Hub on your Hub dashboard
Adding members from the available dropdown
Setting appropriate permissions (viewer, editor, admin)
If you don’t see the correct email addresses here, ask your Org Admin to invite the correct users to the platform, first.
Q: What's the difference between hub roles?
A: There are three main roles:
Viewer: Can read, generate documents and use chat, but cannot upload or edit
Editor: Can upload, edit, generate documents, and use all features
Admin: Full access plus ability to manage team members and hub settings
Q: Can documents be private within a team hub?
A: Yes! With the right permissions, you can control document visibility:
Mark documents as "draft" to keep them private while working
Share drafts with specific team members for review/approval (approval workflows coming soon)
Publish to the full team hub when ready
Maintain version history for all changes
Q: How do I share generated documents outside Narratize?
A: You can export documents in multiple ways:
Download as Word (.docx) or PDF
Copy formatted content to paste elsewhere
Share view-only links (if enabled by your admin)
Troubleshooting
Q: My upload failed. What should I do?
A: Common upload issues and solutions:
File too large: Check if your file exceeds size limits (typically 100MB)
Unsupported format: Verify the file type is supported (all PDF, Doc, and PPT file types are currently supported)
Network issues: Try uploading again or use a smaller batch
Corrupted file: Test opening the file locally first
Q: The AI isn't understanding my industry-specific terms. How can I fix this?
A: You can improve AI understanding by:
Uploading a glossary document with definitions to relevant hubs
Using custom instructions on document metadata
Including context in your queries or adding specific terms and definitions you think are missing as you continue to chat with your knowledge
Providing feedback to the chat when responses aren't accurate
Q: I can't find a document I know I uploaded. What should I check?
A: Try these steps:
Check you’re in the correct hub (you might be in a different hub than where you uploaded your document)
Clear any active filters from your All Knowledge tab
Search by partial filename, content keywords, tags, or file type
Verify your document has been uploaded to your hub vs. if it's still in Drafts
Verify you have appropriate permissions to see Hub knowledge
Q: Why don't I see certain features mentioned in Help Articles?
A: Features may vary based on:
Your subscription plan
Your role in the hub (Viewer, Editor, Admin)
Beta features that require opt-in
Features under rapid development. Users will be alerted as soon as new features go live.
Security and Privacy
Q: How secure is my product documentation?
A: Narratize employs enterprise-grade security:
Role-based access controls
Audit trails for all actions
Regular security assessments
Q: Can I control who sees sensitive documents?
A: Yes, you have granular control through:
Hub-level permissions
Coming soon:
Document-level visibility settings
Draft/published states
Audit logs to track access
Q: What happens to my data if my company cancels its subscription?
A: Upon cancellation:
You have 30 days to export all documents
Data is retained for 90 days unless otherwise requested by your organization administrator
After 90 days, data is permanently deleted
You'll receive multiple notifications before deletion
Advanced Features
Q: What is the Research Hub feature?
A: Research Hub allows you to:
Create evidence tables from selected sources
Search external academic databases
Generate literature reviews and competitive intelligence reports
Add custom analysis columns
Export research in multiple formats
Q: Can I integrate Narratize with other tools?
A: Integration capabilities include:
API access for custom integrations.
Future: Direct integrations with PLM, ERP, document storage and other tools
Support
Q: How do I contact support?
A: Multiple support channels available:
In-app chat (bottom right corner)
Email: [email protected]
Help center: help.narratize.com
Enterprise customers: Dedicated support line (if you don’t know your Customer Success Manager’s email, contact [email protected] or send us a message in-app to request assistance)
Q: What are your support hours?
A: Support availability:
Human support: Monday-Friday, 9 AM - 5 PM EST
Intelligent chat: Always available
Self-service help center: Always available
Q: How do I report a bug or request a feature?
A: Use the messenger in the app to:
Report bugs. Use the Record Your Screen feature within the Messenger to help our support team resolve your issue quickly.
Send feature requests to our support team. We’ll add these to our customer requests and you’ll be notified when new features go live.
Track the status of your submissions
Q: Where can I find training resources?
A: Training resources include:
Interactive onboarding within the app
Video tutorials in the help center
Quarterly webinars for new users
Custom training for enterprise teams. Contact your CSM for more information. If you don’t know who your CSM is, email [email protected] for an introduction.