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
- Navigate to:
Home → Setup → Modules → Knowledge Management - Click Activate
- Set visibility options (internal/public), and configure article categories under module settings
📝 Creating an Article
- Go to Knowledge Base → New Article
- Enter:
- Title and Content (supports HTML formatting)
- Category for topic grouping
- Access Level: public, internal, or restricted to specific users
- Attach files or images as needed
- 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- Archive or deactivate outdated entries while preserving history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