The Knowledge Base is a repository of articles containing solutions, FAQs, and guidance for handling common support queries. When a new Case is created, SuiteCRM automatically compares the case subject against existing Knowledge Base articles and suggests relevant matches, helping support staff resolve issues more quickly without duplicating effort.
Article Title: the title of the article. Should be descriptive enough to surface in subject-based searches. Required.
Status: controls the article’s visibility: Draft (work in progress), Pending (awaiting approval), Not Published (hidden from use), Published (visible to users), or Expired (no longer current).
Article Text: the full body of the article, including the solution or guidance. Articles are surfaced as suggestions when their topic or text matches a new Case subject.
Resolution: a concise summary of the solution. This text can be copied directly into the resolution field when closing a related Case.
Version: tracks the revision number of the article.
Author: the user who wrote the article. Required.
Approved By: the user who approved the article for publication.
With a large number of articles, they can be organised into categories using the Knowledge Base Categories module. When creating a category, enter a name and description. Once saved, articles are added to a category from the Knowledge Base Articles sub-panel on the Category record.
Knowledge Base articles are automatically surfaced as suggestions on new Case records where the subject matches article content. Articles can also be linked manually from a Case record’s sub-panel.
For information on working with sub-panels and relationships, see Relationships and Subpanels.
For standard record operations including searching, editing, duplicating, and merging, see Record Management.
Content is available under GNU Free Documentation License 1.3 or later unless otherwise noted.