Knowledge Base

Section: Knowledge & Reports
URL: /admin/knowledge_base
Page title: (2) Bază de cunoștințe

Overview

Knowledge base — articles for internal staff or external customer self-service.

Business value

Articles for internal staff (SOPs, training) and external customers (self-service help, FAQs). Every published article reduces the load on support and accelerates onboarding.

• Who uses it: Support, customer success, ops, all employees, customers
• Key benefit: Deflects 20-40% of support tickets and accelerates new-hire ramp.
• Metrics it influences: Ticket-deflection rate, KB usage, time-to-onboard

Typical use cases:

• Customer self-help portal that deflects tickets
• Internal SOPs new hires reference on day one
• Searchable solutions library across the team

At a glance

Accessing this module

From the admin sidebar, navigate to Knowledge Base, or open the URL directly:

/admin/knowledge_base

List view

The list view shows existing knowledge base records. Use it to search, filter, sort, and bulk-act on items.

Common actions

1. View existing records — open Knowledge Base from the sidebar to see the list view.
2. Search and filter — use the search box and column filters to find records.
3. Create a new record — click the Add / New button (or follow the "Create" URL above) and fill in the required fields.
4. Edit a record — click a row to open the detail view, then use the edit action.
5. Delete a record — use the row's delete action; deletion may be soft or hard depending on the module.
6. Bulk operations — select multiple rows via the checkboxes and apply a bulk action from the toolbar (export, delete, status change, etc., where supported).

Captured: 2026-05-10T09:51:26.776Z · Source: demo.crmconnect.io/admin/knowledge_base