Review knowledge base performance
Follow this guide to use article views and usefulness feedback to improve self-service content. The guide then takes you through the correct route, the checks to complete before making changes, the workflow in order, and the evidence to review afterwards.
Where to goReports → Knowledge Base Articles
Before you startThe screen or action may be hidden when your role lacks permission, the related module is inactive, or a required setting has not been configured. Ask an administrator to review access rather than using another person’s account.
What you’ll accomplish
Use article views and usefulness feedback to improve self-service content. Britixo CRM keeps the result connected to the relevant customer, staff member and operational history where the feature supports those relationships. That connection is important for search, reporting, client portal visibility and future automation.
Follow these steps
- Go to Reports → Knowledge Base Articles.
- Select the required date range and confirm whether the report uses creation, due, payment or activity dates.
- Apply customer, status, staff, group, currency or other filters needed for a like-for-like result.
- Check totals and drill into the source records when a figure appears unexpected.
- Change grouping or chart options only after confirming the base filters.
- Export or print the result when required, then protect the downloaded file according to company policy.
- Record the filters used so another authorised user can reproduce the result.
Fields and decisions to review
Record title or nameCheck this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.
Related customer or recordCheck this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.
Owner or assigneeCheck this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.
StatusCheck this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.
DatesCheck this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.
Notes and attachmentsCheck this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.
Checks before you finish
- Verify the related record.
- Use clear, searchable text.
- Check visibility and permissions before saving.
- Check whether the result should be visible to a customer contact or only to staff.
- Confirm the final status, activity entry, generated document or notification before leaving the record.
Permission and data safetyDeletion, refunds, signature clearing, module changes, payment configuration and privacy actions can affect linked records or legal history. Use the least destructive action available and follow your organisation’s approval process.
Browse connected topics:paymentcheckreportcurrencyapprovalserviceclient portalnotificationsfeedbackemailcustomers
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