Knowledgebase & Support

The Knowledge Management Module in MokoCRM enables organizations to create and manage a structured internal or public knowledge base. It allows teams to write, categorize, and publish articles, FAQs, and documentation to assist staff, partners, or customers.

The Knowledge Management Module in MokoCRM enables organizations to create and manage a structured internal or public knowledge base. It allows teams to write, categorize, and publish articles, FAQs, and documentation to assist staff, partners, or customers.

🧾 Enabling the Module

1. Navigate to:
   Home → Setup → Modules → Knowledge Management
2. Click Activate
3. Set visibility options (internal/public), and configure article categories under module settings

📝 Creating an Article

1. Go to Knowledge Base → New Article
2. Enter:
   • Title and Content (supports HTML formatting)
   • Category for topic grouping
   • Access Level: public, internal, or restricted to specific users
3. Attach files or images as needed
4. Save and publish

📂 Organizing Content

• Create custom Categories to group similar articles
• Use Tags or naming conventions for easier searching
• Set up user roles to manage who can edit, publish, or delete entries

🔍 Searching and Linking

• Full-text search enables fast retrieval of articles by title or content
• Link knowledge articles to:
  • Tickets (for faster support responses)
  • CRM records (for process documentation)
• Display related articles automatically based on category or tag

📊 Reporting and Updates

• Track the number of reads or views per article
• Update and republish articles as content evolves
• Archive or deactivate outdated entries while preserving history

📌 Best Practices

• Use consistent titles and formatting for readability
• Regularly review and update high-traffic articles
• Encourage staff to submit new articles or edit drafts collaboratively
• Combine with the Ticket Module to reduce support response time
• Ensure sensitive articles are marked internal-only or user-restricted