Creating Articles
Knowledge base articles let you publish self-service content for your team or clients directly inside PMSuite. Each article captures a single topic -- a policy explanation, a how-to guide, an FAQ answer -- and makes it available around the clock through the in-app Knowledge Base. This keeps repetitive questions out of your ticket queue.
Who can use it: Users with permission to manage the Knowledge Base (typically Company Admin or HR Manager).
Prerequisites
- At least one Knowledge Base Category must exist so you can file the article under a topic area.
- If you plan to attach files, have them ready on your device before starting. See Article Files & Attachments for supported formats.
How to Access
Navigation: Sidebar Knowledge Base (/account/knowledgebase) then click the Add New Article button in the top-right corner.
Steps
Step 1: Open the Article Form
From the Knowledge Base list page, click Add New Article. A form opens with all the fields needed to compose and publish a new article.
Step 2: Set the Audience
Choose the audience for the article: Client or Employee. This controls which group can see the article in the Knowledge Base.
The in-app Knowledge Base you are writing for is separate from PMSuite's own public help center at pmsuite.co/help. Your articles are visible only within your workspace to the audience you select here.
Step 3: Enter the Article Heading
The Article Heading is the headline readers see in search results and the article list. Keep it descriptive and specific:
- Good: "How to Request Annual Leave"
- Good: "IT Equipment Return Policy"
- Avoid: "Leave Info" or "Policy"
A clear heading improves discoverability when readers search the Knowledge Base.
Step 4: Select a Category
Choose an Article Category from the dropdown. Categories group related articles and help readers browse by subject. If no suitable category exists, create one first -- see Knowledge Base Categories.
Step 5: Write the Description
The Description field provides a rich-text editor with formatting tools:
- Bold, italic, and underline for emphasis.
- Headings to break long articles into scannable sections.
- Bullet and numbered lists for step-by-step instructions.
- Links to other articles, external pages, or internal resources.
- Code blocks for technical snippets or configuration values.
- Tables for structured information like policy tiers or comparison data.
Write as if explaining to someone encountering the topic for the first time. Start with a brief summary, then break the detail into logical sections. Keep paragraphs short and use headings generously -- most readers scan before they read.
Step 6: Upload File (Optional)
If the article references downloadable resources -- PDF handbooks, templates, policy documents -- attach them using the Upload File field. See Article Files & Attachments for details on supported formats and size limits.
Step 7: Save
Review all fields and click Save. The article is added to the Knowledge Base under the selected category and becomes searchable and browsable immediately.
Article Form Fields Reference
| Field | Required | Description |
|---|---|---|
| Audience (Client / Employee) | Yes | Controls who can see the article in the Knowledge Base. |
| Article Heading | Yes | Headline shown in search results and the article list. |
| Article Category | Yes | Topic area the article belongs to. |
| Description | No | Rich-text body of the article. |
| Upload File | No | File attachment alongside the article content. |
Editing and Updating Articles
You can edit an article at any time after saving:
- Navigate to the Knowledge Base and locate the article.
- Click the article title to open it.
- Click Edit to modify any field -- heading, description, category, audience, or attachments.
- Click Save to apply the changes.
Effect on Other Features
- Full-text search: Articles are searchable by heading and content through the Knowledge Base search. See Searching the Knowledge Base.
- Categories: Articles inherit their browse structure from categories. Reorganizing categories changes where articles appear. See Knowledge Base Categories.
Limitations
| Limitation | Workaround |
|---|---|
| Articles are scoped to one audience (Client or Employee) per article. | Create a second article with the same content for the other audience if both groups need it. |
| No scheduled publishing -- articles go live immediately on save. | Prepare content externally and paste it in when ready to publish. |
Troubleshooting
Category Dropdown Is Empty
Problem: No categories appear when creating an article.
Cause: No categories have been created yet.
Solution: Create at least one category first. See Knowledge Base Categories.
Article Not Appearing for the Expected Audience
Problem: A saved article is not visible to certain users.
Cause: The Audience field may be set to the wrong group.
Solution: Edit the article and verify the Audience is set to Client or Employee as intended.