Knowledge Base — User Guide

Knowledge Base is built around:

• Articles and article groups
• Article status (active/inactive)
• Internal vs customer visibility
• Related articles
• Search and category browsing
• Usefulness feedback

The module supports two audiences:

• Customer-facing articles available in the client knowledge area (subject to access settings)
• Internal articles for staff-only operational use

Articles: subject, description, group, slug, status, and visibility mode. Admin actions include create, edit, status change, delete, and retrieval by ID for ticket-link insertion.

Groups: structural containers for articles with create/edit/delete, activation, ordering, slugging, and color support.

Visibility: active/inactive and internal/customer controls enforced in forms and client-side access flows.

Discovery: full-text search, group/category browsing by slug, and related-article suggestions.

Quality feedback: useful/not useful voting with one vote per IP per article within 24 hours.

Access policy: knowledge base enablement, anonymous access policy, and login-required policy for customer-side viewing.

• Knowledge Base Admin: manages groups, ordering, colors, visibility policy, article status, and access policy.
• Content Editor: creates/updates article content, assigns groups, and sets visibility correctly.
• Support Agent: inserts article links in ticket replies and proposes new articles from repeated issues.
• Read-only Reviewer / Operations Reviewer: monitors quality, views, and usefulness trends without changing live content.
• Customer / Client Contact: browses, searches, reads, and rates articles when customer access is enabled.

1. Design groups first (for example: Billing, Onboarding, Inventory, Projects, Payroll, Technical Setup).
2. Define visibility policy (customer-facing, internal-only, or mixed).
3. Define publishing policy (who creates, edits, disables, deletes, and approves).
4. Define customer access model (public, login-only, or internal/staff preview).
5. Create an article template standard (title style, summary style, formatting, screenshots policy, related-article rules).
6. Use ordering and visual structure (group order, article order, colors).
7. Run a full publishing test: create group, create article, set visibility, publish, search, browse by category, verify related articles, verify usefulness voting, and test ticket-link insertion.

1) Create and publish an article

1. Open Knowledge Base in admin
2. Create a new article
3. Enter subject and description
4. Select group
5. Set internal vs customer visibility
6. Set active/inactive status
7. Save and review final URL

2) Organize content into groups

1. Create required groups
2. Set group state and ordering
3. Use list/kanban views for organization
4. Move articles between groups as taxonomy evolves
5. Adjust group colors if useful for internal scanning

3) Publish internal vs customer-facing content

1. Review intended audience before publishing
2. Mark staff-only content as internal
3. Keep customer-facing items visible to clients
4. Confirm article is active
5. Test customer URL and/or internal preview route

4) Browse, search, and use related articles

1. Browse grouped categories or search by query
2. Open article details
3. Review related articles in the same group
4. Use article links in repeated support responses

5) Collect feedback and improve content

1. Review useful/not useful signals
2. Improve weak or low-usage content
3. Add screenshots/examples and related articles where needed
4. Disable outdated articles instead of leaving them visible

• Articles by group: checks distribution and taxonomy quality
• Article views: identifies highly used topics and update priorities
• Useful/not useful feedback: measures answer quality
• Search and category quality: verifies discoverability in both flows

Recommended rhythm: monthly content-health review plus ad hoc updates when support sees repeated issues.

Knowledge Base is enabled, but customers cannot open it.
Verify customer access settings and the setting that controls anonymous viewing.

Article exists, but customer receives 404.
Check active status, slug correctness, and whether the article is internal-only.

A group cannot be deleted.
Check whether existing articles still reference that group.

Search does not find expected article.
Review subject, group, status, and whether you are searching customer-facing or internal scope.

Readers report low usefulness.
Improve structure, add examples/screenshots, and create related articles when one article is not enough.

Support agents keep repeating manual answers.
Use ticket-side Knowledge Base link insertion and convert repeated answers into reusable articles.

نظرة عامة: قاعدة المعرفة هي وحدة نشر مقالات وخدمة ذاتية داخل Xfatora، وتساعد على تحويل الإجابات المتكررة إلى محتوى منظم وقابل للبحث والمراجعة.

ما الذي تتحكم فيه: المقالات، مجموعات المقالات، حالة النشر، الرؤية (داخلي/للعملاء)، البحث والتصفح، المقالات ذات الصلة، والتصويت على فائدة المقال.

الأدوار: مسؤول قاعدة المعرفة، محرر المحتوى، موظف الدعم، المراجع التشغيلي، والعميل (بحسب إعدادات الوصول).

الإعداد قبل الإطلاق: تصميم المجموعات، تحديد سياسة الرؤية، تحديد سياسة النشر، تحديد نموذج الوصول، توحيد قالب المقالة، اختبار دورة النشر كاملة.

سير العمل: إنشاء مقالة، تنظيمها داخل مجموعة، تحديد جمهورها، اختبار الوصول، تحسينها بناءً على التصويت والاستخدام.

المراجعة الدورية: مراجعة شهرية للمشاهدات والتصويت وجودة البحث، مع تحسينات إضافية عند تكرار أسئلة الدعم.