A Knowledge Base That Answers Client Questions Before They Call
Write the answer once, mark it internal or client-facing, and keep every procedure and FAQ in one organized place.
Remindoo's knowledge base lets US accounting firms publish articles and FAQs for clients, keep internal procedures for staff, or share the same content with both. Articles support categories, tags, attachments and draft or published status, so answers stay organized and current.
Last updated: September 16, 2026 · Reviewed by Waqas Sagar, ACA FCCA, chartered accountant (UK) and founder of Remindoo.
Key facts
- Articles with a title, summary and rich-text body including lists, links, images, video and code
- Categories and tags on every article
- Status: Draft, Published or Archived
- Visibility: Internal, External or Both
- Supporting documents attached and external resources linked
- FAQs with rich answers, a preview step and a Read more full answer
- Custom tags that can be locked so the structure stays fixed
The problem
The same question, hundreds of times
"What do you need from me?", "Did you get my W-2?", "Where's my refund?" Every answer is typed out again by whoever picks up the phone in February.
Procedures live in one partner's head
The review process, the naming convention, the way an extension is handled: none of it is written down, so a new hire learns it by interrupting someone.
Old instructions keep circulating
A three-year-old PDF with last season's portal instructions is still being forwarded, and nobody can tell which version is current.
How Remindoo handles it
| Problem | Workflow in Remindoo | Outcome |
|---|---|---|
| Repeat client questions eat tax-season hours | Write the answer as a client-facing FAQ or article once | One approved answer your whole team can point to |
| Firm procedures are undocumented | Write them as articles with Internal visibility, categorized and tagged | New hires read the process instead of asking for it |
| Outdated guidance is still in circulation | Archive the old article and publish the replacement | One current version, with the old one out of the way |
| Content gets filed inconsistently | Agree a tag set and lock it | The structure stays fixed as more people add content |
How it works
Create an article
Open the knowledge base and start a new article. The article list shows what already exists, so you can check before writing something twice.
Add a summary and the content
Give the article a title and a short summary, then write the body. The editor supports lists, links, images, video and code blocks.
Categorize and tag it
Assign a category and add tags so the article sits with the rest of the content on that subject.
Choose status and visibility
Set the status to Draft while you work, then Published when it is ready. Set visibility to Internal for staff-only procedures, External for client-facing content, or Both.
Attach files and link resources
Attach supporting documents to the article and link external resources, such as an official IRS page, where the authority sits outside your firm.
Build your FAQs
Create a new FAQ with the question and a rich-text answer. Keep the first lines short — clients open the full answer with Read more.
Preview before you publish
Use the preview to read the FAQ the way a client will see it, then save to publish.
Lock your tag structure
Once your tag set reflects how the firm actually works, lock it so the structure stays consistent as more people write.
Want to see your own client questions turned into a published FAQ set? Book a walkthrough and we will build two on the call.
Book a demoInternal, client-facing, or both: what goes where
| Content | Visibility | Example |
|---|---|---|
| Firm review procedure | Internal | How a preparer hands a return to a reviewer and what the reviewer checks |
| How to send us your documents | External | The steps a client follows to get their W-2s and 1099s to you securely |
| Holiday hours and response times | Both | Staff need it for scheduling; clients need it before they call |
| What we need for your individual return | External | A document list clients work through before their appointment |
| Engagement letter policy | Internal | When a new letter is required and who approves scope changes |
| Extension policy | Both | Internally the cutoff date; externally what an extension does and does not do |
Remindoo vs scattered documents and email threads
| Task | Shared drive and email | Remindoo knowledge base |
|---|---|---|
| Answering a repeat client question | Retyped, or forwarded from an old thread | One published FAQ or article |
| Keeping staff-only content separate | Folder permissions, remembered by whoever set them | Internal, External or Both on each article |
| Retiring old guidance | The old file stays in circulation | Archive the article and publish the replacement |
| Finding content on a subject | Depends on the file name someone chose | Categories and tags, with a locked tag structure |
| Work in progress | A draft that looks identical to the final version | Draft status until it is ready to publish |
A starter tag structure for US firms
Agree the tag set before anyone writes. Seven broad tags carry most firms further than thirty specific ones, because everybody can remember them.
Deciding what goes internal and what goes to clients
- If getting it wrong costs the client money, write it for clients and keep it short.
- If it describes how your team works rather than what the client does, keep it internal.
- If a client would reasonably ask about it on the phone, it belongs in the FAQs.
- If it quotes a rule, link the official source instead of restating it in your own words.
- If it changes every year, put the year in the title so nobody reads last season's version.
Set visibility to External on the content you want to share approved articles and FAQs with clients from, and keep everything describing your own process Internal.
Frequently asked questions
Can I keep some articles internal to my firm?
Yes. Every article has a visibility setting of Internal, External or Both, so staff procedures can sit in the same knowledge base as client-facing content without being shared.
Can the same article serve staff and clients?
Yes. Set visibility to Both when the content is useful to everybody, such as holiday hours or the firm's response-time policy.
How do I stop old guidance circulating?
Publish the replacement and set the old article to Archived. Status is explicit — Draft, Published or Archived — so there is no ambiguity about which version is current.
Can I attach documents to an article?
Yes. Attach supporting documents and link external resources, such as an official IRS page, directly from the article.
What does locking tags do?
Locking fixes your tag structure so the set stays consistent as more people add content. Ask us to demonstrate locking against your own tag list before you roll it out to the team.
How is an FAQ different from an article?
An FAQ is a question with a rich-text answer, previewed before it is published, where clients open the full text with Read more. An article is longer-form, with a summary, categories, tags, attachments and links.
What should we write first?
Start with the five questions your team answers most in February, and one internal article covering how a return moves from preparer to reviewer. Those two cover the highest-volume interruptions in most firms.
Does Remindoo write articles for us?
No. The content is yours: your process, your deadlines and your policies. We are honest about this because generic content is exactly what clients ignore.
Related for US firms
Stop answering the same question twice
Bring the five questions your team hears most this season and we will show you how they become published FAQs and internal procedures.