[Sugester V2 EN](https://sugester.intum.pl/kb/sugester-v2-en.md) / [Knowledge Base](https://sugester.intum.pl/kb/sugester-v2-en/knowledge-base.md)

# [Knowledge Base Module – Help and Documentation Center](https://sugester.intum.pl/kb/sugester-v2-en/knowledge-base-module-help-and-documentation-center.md)

<div style="font-family: Arial, sans-serif; line-height: 1.6;">
<h4 style="font-size: 1.5em; margin-bottom: 0.5em;">Knowledge Base</h4>

<div style="background: #f5f5f5; padding: 15px; border-radius: 8px; margin-bottom: 20px;">
    <strong>In this article:</strong>
    <ul style="margin: 10px 0 0 0; padding-left: 20px;">
        <li><a href="#introduction">Introduction</a> – what the Knowledge Base is for</li>
        <li><a href="#entries">Creating Entries</a> – articles and editors</li>
        <li><a href="#categories">Categories</a> – organizing content</li>
        <li><a href="#search">Search</a> – finding articles</li>
        <li><a href="#helplinks">Helplinks</a> – contextual help in the application</li>
        <li><a href="#comments">Comments</a> – moderation and interaction</li>
        <li><a href="#statuses">Statuses</a> – tagging entries</li>
        <li><a href="#forums">Forums</a> – discussions and ideas</li>
        <li><a href="#domains">Custom Domain</a> – KB at your address</li>
        <li><a href="#seo">SEO</a> – optimization for search engines</li>
        <li><a href="#privacy">Privacy</a> – access control</li>
    </ul>
</div>

<h4 id="introduction">Introduction</h4>
<p>
<strong>Knowledge Base</strong> is a tool that allows customers to quickly and conveniently get answers to frequently asked questions. It enables easy access to information about products or services, eliminating the need to contact support.
</p>
<p>
The Knowledge Base serves as both a public help center for customers and internal documentation for the team.
</p>

<img src="https://s3.eu-west-1.amazonaws.com/attachments.intum.net/31076/cms/assets/kb-01-lista.png" alt="Knowledge base list" style="max-width: 100%; margin: 15px 0;">

<h4 id="entries">Creating Entries</h4>
<p>Each entry in the Knowledge Base contains:</p>
<ul>
    <li><strong>Title</strong> – the article's headline</li>
    <li><strong>Content</strong> – the main content (text, images, links)</li>
    <li><strong>Category</strong> – assignment to a thematic section</li>
    <li><strong>Tags</strong> – keywords that facilitate searching</li>
    <li><strong>Attachments</strong> – downloadable files</li>
</ul>

<p><strong>Content Editors:</strong></p>
<ul>
    <li><strong>Markdown</strong> (default) – a simple text format with live preview. Ideal for technical documentation.</li>
    <li><strong>HTML</strong> – a visual editor (WYSIWYG) with formatting. Better for marketing content and graphically rich materials.</li>
</ul>

<p><strong>Publication Scheduling:</strong></p>
<p>You can set a future publication date – the entry will be automatically published at the specified time. Useful for planning announcements and updates.</p>

<h4 id="categories">Categories</h4>
<p>
Categories allow for the division of content by thematic areas, making it easier for users to quickly find the information they need.
</p>
<ul>
    <li><strong>Hierarchy</strong> – main categories and subcategories (up to 2 levels)</li>
    <li><strong>Priority</strong> – determining the order of display</li>
    <li><strong>Image</strong> – icon or picture for the category</li>
    <li><strong>Privacy</strong> – a private category automatically hides all entries within it</li>
</ul>

<h4 id="search">Search</h4>
<p>
The Knowledge Base has an advanced full-text search engine:
</p>
<ul>
    <li>Search by title, content, and tags</li>
    <li>Filtering by category, author, date</li>
    <li>Sorting: by title, date, popularity, number of views</li>
    <li>Results consider user permissions (private entries)</li>
</ul>

<h4 id="helplinks">Helplinks – contextual help in forms</h4>
<p>
<strong>Helplinks</strong> are small <strong>?</strong> icons visible next to form fields in Sugester. Clicking them displays a tooltip with a brief description of the field, and the arrow at the bottom leads to the full article in the Knowledge Base.
</p>

<p><strong>How does it work?</strong></p>
<ol>
    <li>An icon <strong>?</strong> appears next to the form field</li>
    <li>Click it — a tooltip with a description of that field will open</li>
    <li>Click the arrow <strong>›››</strong> at the bottom of the tooltip — you will be taken to the full article in the Knowledge Base, directly to the relevant section</li>
</ol>

<p><strong>Where can you find helplinks?</strong></p>
<p>Helplinks appear in the forms of the most important modules:</p>
<ul>
    <li><strong>CRM</strong> – customer record (name, email, phone, VAT number, status...)</li>
    <li><strong>Tasks</strong> – task form</li>
    <li><strong>Forms</strong> – form builder</li>
    <li><strong>VoIP</strong> – telephony settings</li>
    <li><strong>WebChat</strong> – chat configuration</li>
</ul>

<h5>Managing Helplinks (for administrators)</h5>

<p>Administrators see helplinks in three states:</p>
<ul>
    <li><span style="color: #3b82f6;">●</span> <strong>Blue</strong> – active, with content (visible to all)</li>
    <li><span style="color: #ef4444;">●</span> <strong>Red</strong> – active, but without content (to be completed)</li>
    <li><span style="color: #f59e0b;">●</span> <strong>Yellow</strong> – inactive (hidden from regular users)</li>
</ul>

<p><strong>How to add content to a helplink?</strong></p>
<ol>
    <li>Go to <strong>Knowledge Base → Helplinks</strong></li>
    <li>Find the helplink by key (e.g. <code>crm_client_name</code>)</li>
    <li>Click <strong>Edit</strong> and fill in:
        <ul>
            <li><strong>Content</strong> – a short description displayed in the tooltip</li>
            <li><strong>Entry</strong> – related article in the Knowledge Base</li>
            <li><strong>Section</strong> – anchor to a specific section (e.g. <code>#client-name</code>)</li>
            <li><strong>Active</strong> – check to make the helplink visible</li>
        </ul>
    </li>
</ol>

<p><strong>Automatic creation:</strong> Helplinks are automatically created (as inactive) upon the first display of the page with a field that has an assigned helplink key. The administrator only needs to complete the content and activate it.</p>

<p><strong>Statistics:</strong> Each helplink counts openings (tooltip display) and clicks (transition to the article). This allows determining which topics require better explanation.</p>

<h4 id="comments">Comments</h4>
<p>
Comments allow users to comment on articles, ask questions, and share knowledge.
</p>
<p><strong>Comment moderation:</strong></p>
<ul>
    <li><strong>Automatic approval</strong> – configuration by role (everyone, logged in, only admins)</li>
    <li><strong>Manual moderation</strong> – approving, rejecting, deleting</li>
    <li><strong>Nested replies</strong> – replies to comments</li>
    <li><strong>Attachments</strong> – files and images in comments</li>
</ul>

<h4 id="statuses">Statuses</h4>
<p>
Statuses allow tagging entries with special labels:
</p>
<ul>
    <li><strong>New</strong> – new articles</li>
    <li><strong>Important</strong> – significant information</li>
    <li><strong>Announcement</strong> – announcements and changes</li>
    <li><strong>Custom statuses</strong> – define your own with colors and priorities</li>
</ul>
<p>Statuses help users quickly identify the most current and relevant content.</p>

<h4 id="forums">Forums</h4>
<p>
The forum creation feature allows users to share their ideas, needs, and opinions.
</p>
<ul>
    <li><strong>Discussions</strong> – topics initiated by users</li>
    <li><strong>Ideas</strong> – suggestions for product improvements</li>
    <li><strong>Voting</strong> – rating posts (helpful/not helpful)</li>
    <li><strong>Moderation</strong> – content control by administrators</li>
</ul>
<p>Forums are an excellent tool supporting product development based on real customer needs.</p>

<h4 id="domains">Custom Domain</h4>
<p>
The Knowledge Base can operate under your company's own domain:
</p>
<ul>
    <li><strong>help.yourcompany.com</strong> – dedicated subdomain</li>
    <li><strong>yourcompany.com/help</strong> – as a section of the main site</li>
</ul>
<p>A custom domain increases professionalism and customer trust.</p>

<h4 id="seo">SEO – optimization for search engines</h4>
<p>Each entry can be optimized for search engines:</p>
<ul>
    <li><strong>SEO Title</strong> – a separate title for Google (meta title)</li>
    <li><strong>SEO Description</strong> – description displayed in search results (meta description)</li>
    <li><strong>Friendly URL</strong> – automatically generated from the title</li>
    <li><strong>Sections (anchors)</strong> – H2-H5 headers create a table of contents and direct links</li>
    <li><strong>Sitemap XML</strong> – automatically generated site map</li>
</ul>

<h4 id="privacy">Privacy and Access Control</h4>
<p>Control who can see your Knowledge Base:</p>
<ul>
    <li><strong>Public</strong> – accessible to everyone without logging in</li>
    <li><strong>Private</strong> – only for logged-in users with permissions</li>
    <li><strong>Mixed</strong> – some entries public, some private</li>
</ul>
<p>Privacy can be set at the level of the entire base, category, or individual entry.</p>

<h4 style="margin-top: 30px; padding-top: 20px; border-top: 1px solid #ddd;">Useful Features</h4>

<p><strong>Related Entries:</strong></p>
<p>You can link articles to each other, creating a network of related topics. This facilitates navigation and discovering additional information.</p>

<p><strong>Article Rating:</strong></p>
<p>Users can rate articles ("Was this article helpful?"). Feedback helps identify which content needs improvement.</p>

<p><strong>View Counter:</strong></p>
<p>The system counts the views of each article. This allows analyzing which topics are the most popular.</p>

<p><strong>Changelog:</strong></p>
<p>A special widget displaying recent changes and updates. Mark entries as "for changelog" to have them appear in the widget.</p>

</div>