Knowledge Base

Your Knowledge Base is a centralized help center where your organization creates and manages articles, guides, and documentation. This is your organization's own content library for sharing procedures, best practices, and information specific to your operations.

Quick Reference

Where to find it: Main Menu → Facility Operations → Knowledge Base
Who can access: Users with the Knowledge Base module enabled (contact your organizational administrator if you don't see this option)
Purpose: Organization-managed documentation and help content library

What You'll See

The Knowledge Base organizes your organization's content into topics and subtopics, making it easy to find exactly what you need. Articles are created and managed by your organization's administrators and content creators.

Figure 1: Knowledge Base homepage showing main topics and categories

Knowledge Base Structure

The Knowledge Base uses a three-level organization:

1. Topics - Main categories defined by your organization
2. Subtopics - Specific areas within a topic
3. Articles - Individual guides and documentation

This structure helps you quickly navigate to relevant content without searching through unrelated articles.

Note: The specific topics, subtopics, and articles available in your Knowledge Base are customized by your organization. Your view may look different from other facilities depending on what content your administrators have created.

Browsing Topics

Homepage View

When you first open the Knowledge Base, you'll see cards representing each major topic area.

What Each Topic Card Shows:

• Icon - Visual identifier for the topic area
• Topic Name - Main category title
• Subtopics - List of related subcategories

How to Browse:

1. Click on any topic card to see all articles in that category
2. Or click a specific subtopic name to go directly to that subcategory

Topic Organization

Topics are organized according to your organization's needs. Common topic areas might include operational procedures, training materials, troubleshooting guides, best practices, or any other content your organization finds valuable to document and share.

Searching for Articles

Search Functionality

Use the search feature to find specific information quickly.

Search Bar Location: Top of Performance Hub (searches across all Performance Hub content including Knowledge Base articles)

How to Search:

1. Click in the search box
2. Type keywords related to your question
3. Press Enter or click the search button
4. Review the results that match your query

Search Tips

Be specific: Use exact terms like "CCTV camera setup" instead of just "cameras"

Try different words: If you don't find what you need, try synonyms or related terms

Use article titles: Many article titles contain the most common search terms

Browse if search fails: Sometimes browsing a topic category reveals articles you didn't know to search for

Viewing Articles

Article Layout

Each article follows a consistent format for easy reading.

Figure 2: Individual article showing title, content, and navigation

Article Components:

Breadcrumb Navigation - Shows your current location (Topic → Subtopic → Article)

Article Title - Clear heading describing the content

Article Body - Step-by-step instructions, explanations, screenshots, and examples

Related Articles (when available) - Links to similar or related help content

Reading Articles

Text Formatting:

• Bold text - Important terms and headings
• Code blocks - Technical values or settings
• Numbered lists - Sequential steps to follow
• Bullet points - Options or features to note
• Screenshots - Visual examples of what you should see

Following Instructions:

Most articles contain step-by-step procedures. Follow them in order for best results. If a step doesn't match what you see in your system, your configuration may be different - contact support for assistance.

Links and Resources:

Articles may link to:

• Related Knowledge Base articles
• External documentation
• Video tutorials
• Support contact forms

Article Filtering

Filtering by Subtopic

When viewing a topic, use the left sidebar to filter articles by subtopic.

Available Filters:

• All Articles - Show everything in the current topic
• Subtopic Names - Show only articles for that specific subtopic
• Featured Articles - Articles marked as particularly helpful or commonly accessed

How to Filter:

1. Click a subtopic name in the left sidebar
2. The article list updates to show only matching articles
3. Click "All Articles" or the topic name to clear the filter

Featured Articles

Some articles are marked as "featured" because they cover:

• Common questions and issues
• Important setup procedures
• Best practices and recommendations
• New feature announcements

Featured articles appear at the top of topic categories and in the featured filter.

Breadcrumb Navigation

The breadcrumb trail at the top of each article helps you understand where you are and navigate back to broader categories.

Example: Home → Smart Technology → CCTV Cameras → Setting up your first camera

How to Use:

• Click any breadcrumb level to jump back to that category
• Use breadcrumbs instead of the back button for faster navigation
• Breadcrumbs show the path you followed to reach the current article

Article Not Found

If you're looking for information that doesn't exist yet in the Knowledge Base:

1. Try broader search terms - The article might use different terminology
2. Browse related topics - You might find an answer in a similar category
3. Contact your organizational administrator - Request that new content be created
4. Check back later - Your organization may add new articles regularly

Getting Help

Requesting New or Updated Content

Your organization's administrators manage Knowledge Base content. To request new articles or updates:

Contact Your Organizational Administrator:

• Submit a ticket through your organization's process
• Send an email or message via your team's communication channels
• Raise the request in team meetings
• Use your organization's feedback system

What to Include in Your Request:

• Topic or procedure that needs documentation
• Why this content would be helpful
• Who else might benefit from this article
• Any relevant details or examples

Providing Feedback on Articles

If you notice issues with existing articles:

Report to Your Organization:

• Article is outdated or incorrect
• Instructions don't match current processes
• Screenshots need updating
• Information is unclear or confusing

Your organizational administrators can update content based on feedback from users like you.

When You Need Immediate Help

If articles don't solve your issue and you need immediate assistance:

• Contact your team lead or supervisor
• Reach out to your organizational administrator
• Use your facility's internal support channels

Knowledge Base Best Practices

Bookmark Frequently Used Articles

If you refer to certain articles often:

• Bookmark them in your browser
• Copy the article URL and save it in your notes
• Share article links with team members who need the same information

Check for Updates

Articles are updated by your organization when:

• Procedures change
• New processes are implemented
• Better solutions are discovered
• User feedback identifies improvements

If an article seems outdated, contact your organizational administrator to request an update.

Search Before Asking

Many common questions are already answered in the Knowledge Base. Searching first often gives you an immediate answer and can solve your issue faster than asking colleagues or administrators.

However, don't hesitate to reach out if:

• Articles don't address your specific situation
• Instructions don't match what you see
• You need personalized guidance
• You encounter unexpected issues

Customization Notes

Organization-Specific Content

Your Knowledge Base contains content created specifically for your organization:

• Internal procedures and workflows
• Organization-specific configurations
• Custom processes and guidelines
• Role-specific instructions

Always check that article instructions apply to your situation. If something doesn't match, contact your organizational administrator for clarification.

Content Language

Knowledge Base articles are created in the language(s) your organization uses. Article content, terminology, and examples reflect your organization's preferences and regional requirements.

Additional Resources

Using the AI Agent - How to use the AI Agent to get instant answers from the Knowledge Base through natural conversation. The AI has access to all Knowledge Base articles and can provide answers with source references.

Tips and Best Practices - Effective searching strategies, navigation tips, and how to get the most value from the Knowledge Base.

Common Questions - Frequently asked questions about finding articles, navigation, and troubleshooting Knowledge Base issues.

The Knowledge Base is your first stop for self-service help. Search for answers, browse by topic, and explore articles to learn how to use Performance Hub effectively.