Knowledge Base
The Knowledge Base is your internal library of help articles. Use it to document procedures, FAQs and how-tos for your team, or guidance for your contacts. Articles are organised by category and shown to the right audience based on a visibility setting.
Where to find it
- Sidebar → Knowledge Base
The Knowledge Base module must be enabled and your role needs View Knowledge Base permission. The index page has a category sidebar (plus "All Category") and a searchable list of articles.
How to create an article
- Go to Knowledge Base and click Add New Article (visible if you have add permission).
- Complete the Article Details form.
- Save.
Article fields
| Field | Meaning | Required |
|---|---|---|
| Visibility (For Employees / For Contacts) | Who can read the article. For Employees is selected by default; For Contacts appears when the Contacts module is on. | Choose one |
| Article Heading | The title of the article. | Yes |
| Article Category | The category to file it under. Use the inline Add button to create a new category on the fly. | Yes (in the form) |
| Description | The rich-text body / content of the article; supports @-mentions. | No |
| Upload File | One or more attachments. | No |
Categories
Articles are grouped into categories.
How to manage categories
- Click the Add button next to the Article Category field to open the category manager.
- Add a category by entering a Category Name and saving.
- Rename a category by clicking its name in the list (inline edit), or delete it with the Delete button.
Categories that contain no articles you can see are hidden from non-admin users.
Who can see articles
- Articles are internal to your logged-in app; there is no public, guest-facing knowledge base.
- The Visibility setting controls the audience: employees see articles marked For Employees, and contacts see articles marked For Contacts. Admins see all.
- Viewing always also requires the View Knowledge Base permission.
Searching
Use the search box on the index page to find articles by heading. Results respect the same audience visibility and your permission scope.
Permission notes
Knowledge Base permissions use two scopes — All or Added (only articles you created):
- View Knowledge Base
- Add Knowledge Base
- Edit Knowledge Base
- Delete Knowledge Base
Tips
- Decide the Visibility before writing — point employee procedures at "For Employees" and customer-facing guidance at "For Contacts".
- Keep categories focused so readers can find articles quickly.
- Attach supporting files (templates, screenshots) directly to the article.