Introduction and Configuration of the Knowledge Base Module

Module User Guide Knowledge Base Module

Before You Begin

> **Activation required:** The Knowledge Base module must be enabled before use. > Go to **Settings → System Upgrade**, locate the **Knowledge Base** module, and activate it. > Once enabled, the **Knowledge Base** menu item will appear in the CRM navigation bar.

Overview

The Knowledge Base module is a centralised place to store, organise, and share information within your organisation. You can create articles with rich content (text, images, videos, tables, code, and more), group them into categories, and control who can read each article using access levels.

Opening the Knowledge Base

  1. Log in to LoyalAxis CRM.
  2. Locate the top navigation bar.
  3. Click **Knowledge Base**.
  4. The Knowledge Base Dashboard opens.

Dashboard

The Dashboard is the home screen of the Knowledge Base. It shows several information widgets:
  • **Total Entries** — the number of articles in the knowledge base, broken down by access level.
  • **Total Categories** — how many categories exist.
  • **Recent Items** — the five most recently created entries with quick-view links.
  • **By Category** — a bar chart showing how many entries belong to each category.
  • **Access Distribution** — a breakdown of entries by access level.
  • **Most Active** — the top five categories ranked by entry count.
  • **Quick Actions** — shortcut buttons to create a new entry, open the knowledge list, or go to category settings.

Customising the Dashboard Layout

You can personalise which widgets are shown and where they appear.
  1. Click the **Edit Dashboard** button (top-right of the dashboard).
  2. The dashboard enters edit mode. Each widget shows a dashed border.
  3. **Drag** a widget by its header bar to move it to a new position.
  4. Click the **×** button on a widget to hide it.
  5. To add a hidden widget back, click the **Add Widget** drop-down and select the widget.
  6. Click **Reset Layout** to restore the default arrangement.
  7. Click **Done** to exit edit mode.
Your layout is saved automatically in the browser and persists between sessions.

Browsing the Knowledge List

The Knowledge List shows all articles in a searchable, filterable table.
**To open the list:**
  1. In the Knowledge Base navigation bar, click **Knowledge Base**.
  2. Click **Knowledge List**.

Searching

  1. Type a keyword in the **Search knowledge entries…** box on the right sidebar.
  2. Click the search icon or press **Enter**.
  3. The table updates to show matching entries.

Filtering by Category

  1. In the right sidebar, find the **Filter by Category** panel.
  2. Click a category name to filter the list to that category only.
  3. Click **All Categories** to remove the filter.
  4. You can select multiple categories at once. Selected categories appear as coloured chips at the top of the filter panel. Click the **×** on a chip to deselect it.

Filtering by Publisher

  1. In the **Filter by Publisher** panel, start typing a user name (at least 2 characters).
  2. Select one or more users from the drop-down results.
  3. The list filters to entries created by those users.

Filtering by Access Level

  1. In the **Filter by Access Level** panel, click an access level name to filter.
  2. Click **All Levels** to remove the filter.
  3. Multiple access levels can be selected at the same time.

Clearing All Filters

When any filter is active, an **Active Filters** bar appears above the table. Click **Clear All** to reset every filter at once.

Table Columns

ColumnDescription
TitleThe article title
CategoryWhich category the entry belongs to
PublisherThe user who created the entry
Access LevelWho can read the entry (shown as a coloured badge)
StatusPublished or Draft
Created AtDate the entry was created
ActionsView, Edit, and Delete buttons

Pagination

Use the **Previous** / **Next** buttons at the bottom of the table to move between pages. Change the **Rows per page** drop-down to show more or fewer entries at once.

Creating a New Entry

  1. In the Knowledge Base navigation bar, click **Knowledge Base → Create Entry**.
Alternatively, click **Create Entry** from the Dashboard Quick Actions widget, or the **+ Create Entry** button in the Knowledge List.
  1. The entry editor opens.

Step 1 — Enter a Title

Click the **Title** field at the top and type the article title. The title is required.

Step 2 — Write the Content

The main content area uses a block-based editor. Each block is a self-contained piece of content.
**To add a block:**
  1. Click the **+ Add Block** button at the bottom of the content area.
  2. Choose the block type from the menu:
Block TypeUse for
TextParagraphs, lists, bold/italic text, links
HeadingSection headings (H2/H3)
ImageUploading or linking an image
VideoEmbedding a video by URL
CodeDisplaying formatted code
CheckboxTo-do style checklist items
ButtonCall-to-action buttons
FileAttaching a downloadable file
TableStructured data in rows and columns
SeparatorA horizontal dividing line
**To reorder blocks:** Drag the block by its handle icon to a new position.
**To delete a block:** Click the trash/delete icon on the block.

Step 3 — Select a Category

In the right sidebar, find the **Category** panel. Click a category name to assign this entry to it. You can navigate nested categories using the tree. Only one category can be selected per entry.

Step 4 — Set the Access Level

In the **Access Level** panel, click the radio button next to the appropriate level. The available levels are defined in Access Level Settings (see below). Common built-in levels include:
  • **Public** — visible to all users.
  • **Internal** — visible to signed-in team members.
  • **Confidential** — visible only to users assigned to specific roles.

Step 5 — Set the Status

In the **Status** panel, choose:
  • **Published** — the entry is live and visible to users with the correct access level.
  • **Draft** — the entry is saved but not yet visible to other users.

Step 6 — Save

Click the **Save** button. A green success notification confirms the entry was saved.

Importing Content from a Markdown File

If you have a pre-written Markdown (`.md`) file, you can import its content directly:
  1. Click the **Import Markdown** button in the top toolbar of the editor.
  2. Select a `.md` file from your computer.
  3. The title (taken from the `# H1` heading in the file) and all content blocks are loaded automatically.
  4. Review the imported content, set the Category, Access Level, and Status, then click **Save**.
> The Markdown file must have a `# Title` as its first heading. If no `# H1` is found, the import is rejected.

Editing an Existing Entry

  1. Open **Knowledge Base → Knowledge List**.
  2. Find the entry you want to edit.
  3. Click the **pencil (Edit)** icon in the Actions column.
  4. The same editor opens with the existing content pre-loaded.
  5. Make your changes and click **Save**.
You can also click the **View Entry** button while editing to preview the saved version in another view.

Viewing an Entry

  1. Open **Knowledge Base → Knowledge List**.
  2. Click the **eye (View)** icon next to an entry.
  3. The entry is displayed in a read-only view with all formatting rendered.
From the view page you can navigate back to the list using the **back arrow**, or jump directly to the edit page.

Managing Categories

Categories let you organise entries into logical groups. Categories can be nested (parent and child categories).
**To open Category Settings:**
  1. In the Knowledge Base navigation bar, click **Settings**.
  2. Click **Category Settings**.

Adding a Category

  1. In the form on the left, fill in:
- **Category Name** (required) - **Parent Category** — leave empty for a root category, or select a parent to make this a subcategory. - **Description** — optional notes about this category. - **Priority** — a number that controls sort order. Lower numbers appear first.
  1. Click **Save Category**.

Editing a Category

  1. In the category table on the right, click the **pencil (Edit)** icon next to the category.
  2. The form on the left fills with the existing values.
  3. Make changes and click **Save Category**.

Deleting a Category

  1. Click the **trash (Delete)** icon next to the category.
  2. Confirm the deletion in the prompt.
> Deleting a category does not delete the entries inside it. Entries become uncategorised.

Managing Access Levels

Access levels control which users can read each entry. You can create custom levels and assign them to WordPress user roles.
**To open Access Level Settings:**
  1. In the Knowledge Base navigation bar, click **Settings**.
  2. Click **Settings** (the main Settings sub-menu).
  3. Select the **Access Level Settings** tab.

Adding an Access Level

  1. Click the **+ Add Access Level** button.
  2. Fill in the form:
- **Level Name** (required) — a human-readable name, e.g. *Management Only*. - **Slug** — a machine-readable identifier. Auto-generated from the name; you can customise it. - **Color** — a colour used to identify this level in badges and charts. - **Allowed Roles** — tick the WordPress roles that can read entries at this level. Leave all unticked to make the level accessible to everyone (public).
  1. Click **Save**.

Editing an Access Level

Click the **pencil (Edit)** icon next to the level, make changes, and click **Save**.

Deleting an Access Level

Click the **trash (Delete)** icon. System levels (marked with a **System** badge) cannot be deleted.
> If you delete a custom access level, entries assigned to it may become inaccessible until reassigned.

General Settings

General Settings control default behaviour for the Knowledge Base.
**To open General Settings:**
  1. Click **Settings** in the Knowledge Base navigation bar.
  2. Select the **General Settings** tab.

Default Access Level

Choose the access level that is pre-selected when creating a new entry. This can be overridden on a per-entry basis.

Enable Shortcode

Toggle this setting on to allow the Knowledge Base to be embedded in any WordPress page or post using the shortcode:
javascript
[la24_knowledge category="slug"]
Replace `slug` with the slug of the category you want to display.
Click **Save** to apply any changes.

Entry Display Order

This setting controls the order in which entries appear on the public-facing Knowledge Base website (when Public Publishing is enabled).
**To open Entry Order Settings:**
  1. Click **Settings** in the Knowledge Base navigation bar.
  2. Click **Entry Order**.

Sort by Date

Entries appear newest-first. This is the default.

Custom Order

  1. Select **Custom Order**.
  2. A list of all published entries appears.
  3. Drag rows up or down to set the desired order.
  4. Click **Save Settings** to save the order.

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