This article will guide you in setting up a knowledge base with Planfix. We’ll focus on the use of reference directories. Planfix directories are similar to other systems but have additional features that help with knowledge and project documentation management.
Create a Directory
Let’s start simple. We create a directory with two fields:
The “Subject” field is a brief description that makes it easier to identify the help article. The “Note” field holds the actual content of the article. This structure is not set in stone – you have the option to add more fields depending on your needs. Even with the basic structure, you can create a functional knowledge base and fine-tune it to fit your company’s requirements.
To get started with the knowledge base, go to the directory and create help articles on relevant topics.
Organizing the articles into groups can make navigation more convenient. Planfix also allows multi-level nesting of directories, so you can further subdivide these groups.
If you have problems subdividing the groups, don’t worry – you can add them later.
You can use pre-made texts in Planfix or write your texts and use design elements like color highlights, links, and more.
Adding Other Directory Elements
Planfix directories come equipped with a useful feature – the ability to insert links to other directory elements within the text.
You can use the icon in the text editor to insert a link to any reference book element, such as a task, comment, or even another directory element, into any Planfix text. This creates a network of interconnected knowledge base elements, making navigation more straightforward and project data management more efficient.
Use Cases: Hiring a New Employee
Let’s take a look at how you can use this feature when hiring a new sales employee. The task template might look like this:
In this template, a link to the job description is directly embedded in the task text generated every time a new sales representative is hired. Keeping the instructions in a centralized location allows for easy updates and ensures that employees follow uniform guidelines that they can readily access whenever necessary.
Use Cases: Working with Customers
Another use case for the insert link feature is to add entries to a desired directory while you work. For instance, after you have responded to a customer, you may realize that the response could serve as a standard reply for similar situations in the future. With just a click of the insert link icon, you can add an entry to the knowledge base directory without leaving the task.
Name the new entry so that it can easily be found in the future, and paste the copied text of your answer into the note:
If a similar question arises, you or your colleagues can quickly find the answer in the knowledge base and paste the text into your response to the client.
Another crucial aspect of using directories is controlling access to directory entries. For instance, if the knowledge base is intended for the entire company and there is no need to conceal certain information from specific employees, no additional settings are required. By default, all directory entries are available to all users within the company. If you need to restrict access, Planfix offers a variety of options. For example, you can grant access to a group of directory entries to a group of users, to users in specific positions, or individual users. The system also provides flexible access control for individual directory entries.