Support and knowledge base
Review knowledge base performance
Use this Pixie CRM guide to review knowledge base performance. It covers the navigation path, key controls and the checks that confirm completion.
Where to goReports → Knowledge Base Articles
Before you startIf the screen or action is missing, ask a Pixie CRM administrator to check your role and whether the relevant module is enabled. Do not work around permissions by using another person’s account.
What this helps you do
This guide shows the supported Pixie CRM route for review knowledge base performance, the values worth reviewing and the checks to make after the action.
Follow these steps
- Open Reports → Knowledge Base Articles in Pixie CRM.
- Confirm the record, date range, filter, customer or staff context that the screen is currently showing before interpreting the result.
- Review the controls that matter for this task: Date range, Article or group, Views/usage metric, Filter.
- Work through Review knowledge base performance using the supported view or action, keeping the current filters and record context visible.
- Confirm the result against the record, activity history, report output or status shown by Pixie CRM before relying on it.
Fields and controls to review
Date range
Article or group
Views/usage metric
Filter
Checks before you finish
- Confirm customer/contact and support department.
- Set priority and service context deliberately.
- Keep internal notes separate from client replies.
- Verify ticket status, assignee and outbound history.
Permissions and record safety
Keep the change accountable.Use the least destructive action available, work inside your authorised role and preserve activity or audit evidence. Obtain any required approval before financial, privacy, signature or deletion actions.