Knowledge-Base can be used as a self-service guide or support reference for the team to understand the system. It can be referred to as speed up the resolution of client issues. These could be used to guide and create a new Knowledge-base article for the users to get guidance from the earlier experience team. It helps to deliver the client support requirement.
The knowledge-Base module in SuiteCRM allows the administrator/User to create new articles. It copies the topic and contents of the existing Knowledge-base articles and automatically suggests related articles search, it speeds up search requests given by the user. In this article, we are going to see how to create an article in SuiteCRM, and how to use the details for further purpose. Also get to know how to use knowledge base in SugarCRM.
Knowledge-base in SuiteCRM
SuiteCRM comes with an in-built feature to help you create your own knowledge-base in SuiteCRM. A user with admin privileges can create it using the ‘Knowledge Base’ module in the CRM. Once a knowledge-Base article is created in the system it can be attached to multiple categories. Then a suite CRM user can access and use this article when conducting a search or traversing under the respective category.
Steps to add an article in Knowledge Base in SuiteCRM
To add Knowledge Base in SuiteCRM, follow the below steps. It is however, recommended that you organize your entire knowledge base beforehand and put a correct structure. This will help the users to navigate and arrive at the correct knowledge base quickly.
- Step 1: Defining the Knowledge-base in SuiteCRM.
- Step 2: Knowledge-Base Fields.
- Step 3: Creating a Knowledge-base article
- Step 4: Create categories of Knowledge-base articles.
Defining Knowledge-base in SuiteCRM
- Log in to a CRM instance with valid credentials. The user needs to be a person with admin access or developer level role access.
- Click on “Knowledge Base” to open the ‘Knowledge Base’ module that enables you to create and manage articles through the ‘Knowledge Base’ as shown in the screenshot below.
Knowledge Base’ Fields
The Knowledge-Base module contains the below fields to create an article in SuiteCRM as shown in the below screenshot.
In the edit view page fill the following fields.
| Field | Description |
| Tittle | The name of the article should be as informative as possible. |
| Status: | It is a drop-down list where it shows the status of the article
Draft, Expired, Pending, Not Published, Published. |
| Revision: | It specifies the version of the article. |
| Body: | Enter a detailed description of the article. When entering the topic, matches are found for the topic or text of the Knowledge-Base article and it shows the text formatting in the body. |
| Resolution: | It indicates a brief solution. |
| Author | The name of the author is to be given. |
| Approver: | Select the user of the article. |
Dropdown list of status
It shows the status of the article the drop-down includes Draft, Expired, Pending, Not Published, Published.
Users can track the article status based on the status.
| Status | Description |
| Draft | It indicates the initial state and incompleteness of the article |
| Expired | It indicates the validity time has come to end. |
| In Review | It indicates the article started for publishing is still under publishing |
| Not Published | It indicates the article is not published. |
| Published | It indicates the article is ready to see. |
Creating a Knowledge-base article
In the above steps, we have seen are the fields in a knowledge-Base module.
Next create an article and publish it under the ‘Knowledge Base’.
The below screenshot shows the steps to show it as a Published article.
- Step 1: Enter the name of the article
- Step 2: Enter the above information and can use the common editing tools to format the article like align paragraph, Heading, font.
- Step 3: Select the status as “Published”
- Step 4: Click on the “Save”
- Here is a List view of the Knowledge-base articles are shown in the below screenshot with different statuses.
How to create categories of Knowledge-base Articles
If there are large numbers of articles it can be defined into separate categories in the Knowledge-Base article.
- We can add multiple categories to one article as shown in the below screenshot.
- Users can change the user for creating categories.
- Click on the categories for the Knowledge-Base article as shown in the below screenshot.
How to search for an article in ‘Knowledge Base’
- Click on the Filter in the list view as shown in the below screenshot.
- Click on the Quick filter and give a title name to search the records with similar articles as shown in the below screenshot, and click on search.
- Where it shows all the respective titles in the list view as shown in the below screenshot.
Advantages of Knowledge-base article module in SuiteCRM:
- A CRM Knowledge-base system enables your teams to create, maintain, and easily publish.
- It shares the custom business and product information through easy -to use.
- Easily transfer the details from support to create a Knowledge-base article.
- It manages the clients’ queries.
Knowledge-Base in CRM is an effective way to create and manage articles for all business purposes. Held between you and your organization and your customers, along with the functionality to create/edit.
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The post How to create Knowledge-base in SuiteCRM first appeared on Veon Consulting.