Knowledge Base Module Updates for Sugar 7.7: How It Works (Part 2)

by Fred Block on May 3, 2016

This blog post is a follow-up to the last article regarding the updates and enhancements made to the Knowledge Base module in Sugar 7.7. In this post, we'll cover the remainder of what's new and how it works to complete this overview. For more basic Sugar Knowledge Base information, please refer to the SugarCRM Support documentation.

As in the first part, the abbreviation "KB" will be used interchangeably for "Knowledge Base".

View Categories

Knowledge Base articles have a field named "Category". This is a "nested set" field meaning that there is a hierarchy or levels of the field values, and these values are maintained in a ListView. To view the categories, select the View Categories item from the Knowledge Base menu. Here is a screenshot of some categories configured in Sugar for our example. Please note that the "black" folders are "parent" folders and clicking directly on the folder icon opens it and displays its sub-folders (parent folder expanded here for "Documentation"):

Clicking the "+" button on the right side of a row inserts a new sub-category and allows you to enter the category name (use "Escape" to cancel). You may nest categories multi-levels deep if needed. If the position of the newly inserted category is not where you need it to be, you can move it up or down too. For newly created or your existing categories, maintaining them is done in the ListView using the Action menu.

The action menu for the rows contain tools to allow you to:

  • Edit: Edit the category name.
  • Move Up: Move the category up within the same folder in the hierarchy.
  • Move Down: Move the category down within the same folder in the hierarchy.
  • Move To: Moves the category to a different category.
  • Delete: Delete a category.

Here is what the menu looks like showing all of the available commands after selecting the PDF File category in our example. Hovering the cursor over the "Move To" command causes the fly-out menu to display the list of "top level" categories (folders) to move the selected category into:

Assigning a Category to a Knowledge Base Article

When a user is creating a new KB article and wants to assign a category to it (entering a category is optional), the Category field drop-down will display a list of your categories to choose from. The parent categories are shown as black folders and can be opened so a sub-category can be selected:

Please note in the screenshot above, a user can also "Create a category" on-the-fly if needed without having to back out and start again.

Searching for KB Articles with the Same Category (Quickly Filtering)

From the ListView containing all of your KB articles, if you have the Category column displayed, clicking on one of the category values will in open the same list but filtered based on your category selection. In the first of the next two screenshots, we show the ListView containing all the KB articles, two of the articles have the "Blog Article" as the category (shown highlighted).

Clicking on the "Blog Article" category name refreshes the ListView but adds the filtering as shown here and limits the results accordingly:

Tags and KB Articles

The updated Knowledge Base still supports tags. The look and feel are slightly different in Sugar 7.7, but the end game is the same for users! You can create and edit tags in the Tags module and link them to your KB articles. While adding a tag to the KB article, if a new one you need does not exist, you can create it on the fly using the "tag_name (New Tag)" link:

That wraps up the news on the updated Knowledge Base features you can use when you get your browser pointed at Sugar 7.7.

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PRODUCT: SugarCRM

AUDIENCE: Developers

Fred Block
Application Specialist at UpCurve Cloud
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