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Using wiki as internal SOPs
The same wiki tool that powers public help centres also works as an internal knowledge base for standard operating procedures, keeping team documentation private and organised by department or process. Here's how to set one up.
- Create a project wiki. Inside a project dedicated to internal documentation (e.g., "Operations" or "Company SOPs"), create a wiki. Project-level wikis are scoped to the project's access settings, so only team members with access to the project can view the wiki content.
- Organise by department or process. Create top-level category pages for each department or process area: "Sales", "Onboarding", "Client Support", "Finance", "HR". Categories act as folders in the navigation, grouping related SOPs together for easy navigation.
- Write standard operating procedures. Inside each category, create pages for individual SOPs. Use headings to structure each procedure into sections: purpose, steps, responsible roles, and exceptions. The block editor supports rich text, images, tables, and embeds, so SOPs can include screenshots, flowcharts, and reference tables alongside the written steps.
- Grant team access. Team members with access to the project can view and (depending on their role permissions) edit the wiki. Roles that should only read SOPs can have view-only access, while team leads or managers can have edit permissions. Access is controlled through the project's team assignments and role permissions.
- Keep the wiki private. Do not enable public sharing on the wiki. With public access toggled off, the wiki is only visible to logged-in team members with project access. No external URL is generated, and search engines cannot index the content.
Page structure for SOPs
A well-structured SOP page uses headings for each section, numbered lists for sequential steps, and tables for reference data like roles, tools, or deadlines. The block editor supports all of these natively, so SOPs are formatted consistently across the wiki without external document tools.
Project wikis vs workspace wikis
Project wikis inherit the project's access settings, which makes them a natural fit for internal SOPs because only team members assigned to the project can see the content. Workspace-level wikis are accessible to everyone in the workspace, which makes them suited for company-wide documentation that all roles need.
