Knowledge base articles

Goal

Publish and maintain tenant help articles for staff and (optionally) the customer portal — grouped, translated, and controlled for internal vs public visibility.

Who it is for

Support / knowledge managers with knowledge_base.view (read) and knowledge_base.manage (create, edit, delete). Setup options need knowledge_base.admin.

Preconditions

• Module knowledge_base enabled for the tenant.
• At least one article group (create groups from the articles screen → Manage groups, or ensure groups exist before assigning).
• Tenant enabled locales configured — title and body use translatable maps; if setup requires locale mirrors, every enabled locale must have title/body.
• Optional: categories and visibility scopes under Knowledge base setup.

Steps

1. Open Directory → Support → Knowledge base (route kb-articles).
2. Search with Search articles… or browse the paginated list (group, status, internal/public, active).
3. Choose New article (knowledge_base.manage).
4. On New article:
   • Select Group.
   • Enter Title and Body with TranslatableInput for each enabled locale (default locale required).
   • Toggle Internal (staff-only) vs public, and Active.
5. Save — you land on the article detail. Use Edit article to change the same fields later.
6. From the list, open an article to read, edit, or delete (confirm delete). Use Manage groups for article groups; Surveys and Knowledge base setup are sibling screens.

Result

Articles appear in the tenant knowledge base for users with view permission. Internal articles stay off the portal; active/inactive and publish workflow (direct vs draft-then-publish in setup) control what readers see. Portal visibility also follows visibility scopes and setup defaults.

Hard stops

• Missing default-locale title/body → validation 422.
• Locale mirrors required but a locale is empty → 422 (knowledge_base locale messages).
• Module disabled or missing knowledge_base.manage → create/edit redirects or API 403/422.
• Unknown category or visibility scope id (API) → 422.
• Feedback/survey endpoints fail when feedback is disabled, comment required, or survey inactive.

Related

• AI assistants hub
• Calendar