Knowledge Base - Common Questions

Answers to frequently asked questions about using the Knowledge Base.

Finding Information

I can't find an article about a specific feature

Try these approaches:

• Use different search terms - Try synonyms or related words
• Browse topic categories - Sometimes you'll discover articles by exploring
• Check related topics - The answer might be in an adjacent category
• Search for broader terms - Then narrow down from the results

Example: Instead of searching "MyZone integration," try "heart rate monitor setup"

The search returns too many results

Refine your search:

• Use more specific terms (e.g., "CCTV camera night vision" instead of just "camera")
• Include feature names exactly as they appear in the system
• Try the exact error message if you encountered one
• Filter by subtopic after getting initial results

The search returns no results

Possible reasons:

• The feature may not have documentation yet
• Your search terms don't match the article content
• You may have misspelled a term
• The information might be in an unexpected category

What to try:

• Check your spelling
• Use simpler, more general search terms
• Browse related topic categories manually
• Contact support to find the right article or request new documentation

Navigation Issues

I got to an article but want to see related articles

Options:

• Click the topic name in the breadcrumb trail to see all articles in that topic
• Use the left sidebar to filter by subtopic
• Look for "Related Articles" sections (when available)
• Click the back button to return to the article list

The breadcrumbs show a different path than I expected

Breadcrumbs show the hierarchical organisation of articles, not your browsing history. An article might be categorized under a topic you didn't browse through directly if you used search.

Example: You searched for "door access" and found an article, but the breadcrumb shows: Smart Technology → Access Control → Door Setup

This is correct - it shows where the article lives in the Knowledge Base structure.

I want to return to the Knowledge Base homepage

Two methods:

• Click "Home" or the first breadcrumb level
• Go to Main Menu → Facility Operations → Knowledge Base

Article Content Questions

The article instructions don't match what I see in my system

Common reasons:

• Your user role - You may not have permission to access certain settings
• Your facility's configuration - Not all features are enabled for every facility
• Recent updates - The interface may have changed since the article was written
• Different module - You might have a different version of a feature

What to do:

1. Check your user permissions with your organisational administrator
2. Verify the feature is enabled for your facility
3. Contact support if the discrepancy seems significant
4. Request an article update if information is clearly outdated

The article references features I don't have

Not all Performance Hub features are available to every facility. Features depend on:

• Module activation - Your organisational administrator controls which features are enabled
• Integration requirements - Some features need third-party services connected
• Equipment requirements - Some features need specific hardware installed
• Regional availability - Certain features may be region-specific

To access additional features: Contact your organisational administrator to discuss enabling specific modules.

I followed the steps but it didn't work

Troubleshooting checklist:

1. Re-read the article - Make sure you didn't skip a step
2. Check prerequisites - Some procedures require setup steps first
3. Verify permissions - Ensure your user role allows the action
4. Look for error messages - Note exact error text for support
5. Check system status - Visit https://status.performancehub.co/
6. Contact support - Provide details about what happened

When contacting support, include:

• The article you followed
• Which step failed
• Any error messages
• Screenshots if helpful

Technical Questions

Can I print or download articles?

Yes, you can:

• Use your browser's print function (usually Ctrl+P or Cmd+P)
• Print to PDF to save a copy
• Copy article text to your own documents
• Bookmark articles for quick access

Note: Articles are updated regularly, so printed copies may become outdated.

Can I share article links with my team?

Yes! Each article has a unique URL that you can:

• Copy from your browser address bar
• Share via email or chat
• Add to training materials
• Include in internal documentation

Make sure: Recipients have Performance Hub access to view the articles.

Why do some articles load inside an iframe?

The Knowledge Base runs as an embedded application for seamless navigation. You might notice:

• The URL updates as you navigate
• You can use browser forward/back buttons
• Articles open in the same window
• Navigation stays consistent with the main application

This is expected behavior and doesn't affect functionality.

Article Updates and Maintenance

How do I know if an article is up to date?

Articles are reviewed and updated:

• When new features are released
• When user interface changes occur
• When users report issues or confusion
• On a regular maintenance schedule

If you notice outdated information:

1. Contact support
2. Reference the article title and URL
3. Describe what seems incorrect
4. The documentation team will review and update

Can I request a new article?

Yes! Submit article requests through:

• Support tickets (Main Menu → Support & HQ)
• Feature requests
• Direct feedback to support team

Include in your request:

• The topic or feature needing documentation
• Why it would be helpful
• What questions it should answer
• Who else might benefit

The Performance Hub team prioritizes article creation based on:

• Number of requests
• Feature importance
• User confusion or support volume
• New feature releases

How often are new articles added?

New articles are added:

• With major feature releases (always)
• When new integrations launch
• In response to user requests
• To improve coverage of existing features

Check back regularly or subscribe to release notes to learn about new documentation.

Organisation and Structure

Why are some articles in multiple topics?

Articles can only exist in one primary location, but:

• Related articles links connect similar content
• Search results may show articles from various topics
• The same feature might be referenced in multiple articles

If you think an article is miscategorized: Submit feedback through support.

What's the difference between topics and subtopics?

Topics are broad categories (e.g., "Smart Technology")

Subtopics are specific areas within a topic (e.g., "CCTV Cameras," "Audio Control")

This two-level structure helps organize hundreds of articles into manageable sections.

Why can't I see certain topics or articles?

Possible reasons:

• Permission restrictions - Some articles are only visible to certain user roles
• Feature availability - Articles for features you don't have may be hidden
• Regional variations - Some content may be region-specific

If you think you should see something: Contact your organisational administrator.

Search Functionality

Does search look at article content or just titles?

Search examines:

• Article titles
• Article body text
• Keywords and tags
• Subtopic names

This comprehensive search helps you find relevant articles even if your search terms don't exactly match the title.

Can I search within a specific topic?

Currently, search covers the entire Knowledge Base. To narrow results:

1. Perform your search
2. Look at the breadcrumb or topic indicator in results
3. Filter results mentally by the topic you're interested in

Or:

1. Navigate to the topic first
2. Browse the filtered article list
3. Use your browser's find function (Ctrl+F or Cmd+F) to search the page

Why do unrelated articles appear in my search results?

Search results may seem unrelated if:

• Your search terms appear in a different context in those articles
• Articles mention your search term tangentially
• Keywords match but the overall topic is different

Tip: Use more specific, longer search phrases to get more targeted results.

Getting Additional Help

The Knowledge Base doesn't have what I need

Next steps:

1. Contact Support - Main Menu → Support & HQ
   • Submit a ticket
   • Include what you were trying to accomplish

How do I report a problem with an article?

Report issues via:

• Support ticket (preferred method)
• Email to support

Include:

• Article title or URL
• What's incorrect or unclear
• What you expected to see
• Screenshots if helpful

The documentation team reviews all feedback and makes updates as needed.

For more guidance on using the Knowledge Base effectively, see the main Knowledge Base documentation.