53.1 Knowledge Base Overview

AIUNIFY CRM includes a Knowledge Base workspace for storing reusable informational articles.

Knowledge Base access is permission-controlled. Users with view permission can access the Knowledge Base, while creating and editing articles require the corresponding Knowledge Base permissions.

53.2 Opening the Knowledge Base

Select Knowledge Base from the CRM navigation when it is available to your account.

Use the article list to locate existing information before creating another article on the same subject.

53.3 Viewing Knowledge Base Articles

Open an existing article to review its content and determine whether it already answers the question or documents the process you need.

Keeping one authoritative article for a subject is usually more useful than maintaining several near-duplicate articles.

53.4 Creating an Article

Users with Knowledge Base create permission can create a new article.

1. Open Knowledge Base.
2. Select the action to add a new article.
3. Enter the article Subject.
4. Select the appropriate existing article group.
5. Review whether the article should be an internal staff article.
6. Review whether the article should be active or disabled.
7. Enter the article Description/content.
8. Review the article.
9. Submit it.
10. Open the saved article and verify the result.

53.5 Article Subject

The Subject identifies the article in Knowledge Base lists and search contexts.

Use a clear Subject that describes what the article teaches or answers.

53.6 Selecting an Existing Article Group

Each article belongs to a Knowledge Base group.

Select the existing group that best matches the article's subject so users can find related content together.

This chapter covers selecting existing groups during normal article work. Organization-wide Knowledge Base group structure is outside this User Operations Manual.

53.7 Internal Articles

The article form supports an Internal Article option.

Use this when the article is intended for internal staff use rather than normal customer-facing Knowledge Base access.

Review this choice carefully before publishing content that contains internal procedures or other information not intended for customers.

53.8 Active and Disabled Articles

The article form also supports disabling an article.

A disabled article can remain stored without being treated as an active Knowledge Base article.

Use this for content that should be retained but should not currently be available as normal active guidance.

53.9 Article Description

The Description is the main article content and uses a rich-text editor.

Structure longer articles with headings, short paragraphs, lists, and clear instructions so readers can quickly locate the information they need.

53.10 Editing an Article

Users with Knowledge Base edit permission can update an existing article.

When editing, review the existing Subject, article group, internal/active state, slug when displayed, and Description before saving.

Update the existing article when the subject remains the same rather than creating a duplicate article for a routine revision.

53.11 Searching Before Creating

The CRM also provides Knowledge Base search functionality.

Search by the terminology a user would naturally use before creating new material. If an appropriate article exists, improve that article when permitted instead of fragmenting the information across multiple records.

53.12 Recommended Article Workflow

1. Search the Knowledge Base.
2. Open similar existing articles.
3. Decide whether to update or create.
4. Use a clear Subject.
5. Select the correct existing group.
6. Review internal and active state.
7. Write structured article content.
8. Save the article.
9. Open it again and verify formatting and visibility.

53.13 Best Practices

• Search before creating.
• Use descriptive Subjects.
• Keep related articles in the appropriate existing group.
• Use Internal Article carefully.
• Disable outdated material when it should be retained but not actively used.
• Update authoritative articles instead of creating near duplicates.
• Verify the saved article after editing.