Searching the Knowledge Base
The Knowledge Base is only useful if people can find what they need quickly. PMSuite provides full-text search across articles so that every user can locate the right content without submitting a support ticket.
Who can use it: All users who have access to the Knowledge Base module (Company Admin, HR Manager, Employee, Client — subject to each article's Audience setting).
Prerequisites
- The Knowledge Base must contain at least one published article. See Creating Articles to add content.
- Articles are visible based on their Audience setting (Client or Employee). Users only see articles targeted at their role.
How to Access
Navigation: Sidebar → Knowledge Base (/account/knowledgebase).
The page displays a list of articles with columns for #, Article Heading, Article Category, To (audience), and Action.
Full-Text Search
The Knowledge Base is full-text searchable. Use the search bar at the top of the Knowledge Base page to find articles by keyword.
How to Search
- Click the search bar at the top of the Knowledge Base list.
- Type your query — single words (e.g. "leave"), phrases (e.g. "annual leave request"), or key nouns (e.g. "payslip deductions").
- Review the filtered results. Click an article title to open the full article.
Search Tips
| Strategy | Example | Why it helps |
|---|---|---|
| Use specific terms | "overtime calculation" | Narrows results to the exact topic |
| Try synonyms | "PTO" or "time off" or "leave" | Different articles may use different terminology |
| Include the feature name | "attendance correction" | Matches articles written around a specific module |
Filtering by Category
Categories let you narrow the article list to a specific topic area without searching:
- On the Knowledge Base page, locate the category filter.
- Select a category name (e.g. "HR Policies", "Onboarding").
- The article list updates to show only articles in that category.
Categories are managed by Company Admins. See Knowledge Base Categories for details on creating and organizing categories.
Article Audience Visibility
Each article has an Audience field set to either Client or Employee. Users only see articles matching their role:
- Employees see articles with the Employee audience.
- Clients see articles with the Client audience.
- Company Admins and HR Managers can see and manage all articles regardless of audience.
If a search returns no results, it may be because the matching articles are targeted at a different audience.
Effect on Other Features
- Tickets: A well-maintained Knowledge Base reduces ticket volume. Encourage users to search the Knowledge Base before creating a support ticket.
- Onboarding: New employees or clients can browse Knowledge Base categories to find all relevant guides in one place.
Limitations
| Limitation | Workaround |
|---|---|
| Search matches text within articles; there is no tag-based or advanced filter syntax. | Use specific keywords and combine with the category filter to narrow results. |
| Articles are scoped to Client or Employee — there is no "all users" audience that spans both. | Create separate articles for each audience, or ask your admin to duplicate content for both audiences. |
Troubleshooting
Search Returns No Results
Problem: A search query returns zero articles even though relevant content exists.
Possible causes:
- The article's Audience does not match your role (e.g. you are a Client but the article is set to Employee).
- The search terms do not appear in the article's heading or content.
Solution: Try alternative keywords or synonyms. If you are an admin, verify the article's Audience setting and confirm the article has been saved and published.
Category Filter Shows No Articles
Problem: Selecting a category shows an empty list.
Possible causes: No articles have been assigned to that category, or all articles in the category are set to the other Audience.
Solution: Create articles and assign them to the category with the appropriate Audience setting.