Knowledge Base
Knowledge Base gives your team a searchable internal wiki for SOPs, troubleshooting notes, site quirks, and field-ready how-to articles inside ToolbagCRM.
When to use this
Use Knowledge Base when important job knowledge is stuck in one person's head, scattered across text threads, or hard for technicians to find from the truck.
It is especially useful for:
- Standard operating procedures for common service calls.
- Troubleshooting guides for recurring equipment problems.
- Customer- or property-specific notes, such as access instructions or "tricky boiler" details.
- New-hire orientation material and office procedures.
- Vendor part numbers, preferred suppliers, and handoff notes your crews need quickly.
Before you start
- Confirm the plugin is included in your plan.
- Open Settings → Features and make sure Knowledge Base is enabled.
- Decide who can draft articles, publish articles, and archive outdated guidance.
- Gather a few high-value SOPs or field notes to seed the first articles.
Add your first article
- Open Knowledge Base from the main navigation.
- Select New Article.
- Enter a clear Title (required) and Body (required).
- Add a Category, comma-separated Tags, and a one-line Summary if they will help crews scan the list.
- Choose Draft while the article is being reviewed, or Published if it is ready for field use immediately.
- Select Save Article.
The article body preserves line breaks and blank lines. Use short headings, ordered steps, and checklists so the article remains readable on a phone.
Organize and find articles
The page includes four summary cards: Total Articles, Published, Drafts, and Total Views. Use them to see whether the library is growing and whether crews are actually opening the content.
Use the list controls to keep the library useful as it grows:
- Filter status tabs: All, Published, Drafts, or Archived.
- Search by article title or summary.
- Filter by All categories or any category already used by an article.
- Review each card's status badge, view count, and last-updated date before deciding what to edit or archive.
Review, publish, archive, or delete
Article cards expose the workflow actions your team needs to maintain the library:
- Read opens the article in a modal and increments the view count after the article is fetched.
- Edit updates the title, category, tags, summary, and body. The edit dialog keeps the article status unchanged; use the card actions to move status.
- Publish appears on articles that are not already published.
- Archive appears on articles that are not already archived.
- Delete permanently removes the article after a confirmation prompt. Use deletion only for mistakes or duplicates; archive stale guidance when you may need historical context.
Articles can be Draft, Published, or Archived.
- Use Draft for new or incomplete guidance.
- Use Published for articles crews can rely on during real jobs.
- Use Archived for guidance that should no longer be used but may need to remain available for historical reference.
Schedule a recurring review of your most important articles so pricing rules, safety steps, vendor numbers, and customer-specific notes do not go stale.
Tips
- Start with the three procedures your team answers questions about most often.
- Keep each SOP short, ordered, and written for field use.
- Include a Verify section so technicians know how to confirm the work is complete.
- Put words crews actually search for in the Title or Summary; category and tag filters are helpful, but search currently matches title and summary.
- Check Total Views and per-article view counts during reviews. A critical SOP with no views may need a clearer title, summary, or rollout reminder.
- Prefer Archive over Delete for outdated guidance so the team does not accidentally recreate the same stale procedure later.
Troubleshooting
The Save Article or Save Changes button is disabled
A non-empty Title and Body are required. Fill in both fields before saving. Category, tags, summary, and status are optional.
Articles are hard to find
Check whether the article has a useful summary, category, and tags. Search matches title and summary, so include the customer name, equipment type, symptom, or job phrase your team is likely to type.
A published article should not be used anymore
Use Archive instead of leaving duplicate guidance published. Then publish one current article with the preferred steps and a clear title.
A duplicate or mistaken article was created
Open the article card and use Delete only when the record is truly a mistake. For old but historically useful guidance, archive it instead so the team can tell it was intentionally retired.