> ## Documentation Index
> Fetch the complete documentation index at: https://docs.encoreos.io/llms.txt
> Use this file to discover all available pages before exploring further.

# IT Knowledge Base

> Self-service IT knowledge base portal for browsing, searching, and reading published help articles by category.

The IT Knowledge Base portal (`/it/knowledge-base`) provides all IT-enabled users with a searchable library of published help articles. It displays recent and most-viewed articles and supports browsing by category.

## Overview

The page renders in two modes: **browse** (default) and **search** (when the search query is ≥ 2 characters). In browse mode it shows category badges linking to `/it/knowledge-base/manage?category=<value>`, a grid of recent articles (up to 6 via `usePublishedArticles`), and a sidebar of most-viewed articles (up to 5 via `usePopularArticles`). In search mode it shows results from `useSearchKnowledgeBase`.

## Who it's for

No explicit secondary permission gate beyond the outer `ITViewGuard` (`it.view`).

## Before you start

* You must have the IT module permission (`it.view`).

## Steps

<Steps>
  <Step title="Open the Knowledge Base portal">
    Navigate to `/it/knowledge-base`. Recent and most-viewed articles load automatically.
  </Step>

  <Step title="Browse by category">
    Click a category badge to filter articles by that category. This navigates to the managed list view filtered by that category.
  </Step>

  <Step title="Search for articles">
    Type at least 2 characters in the search box. The page switches to search mode and displays matching articles.
  </Step>

  <Step title="Read an article">
    Click any article card to open the article detail page at `/it/knowledge-base/:id`.
  </Step>
</Steps>

## Key concepts

| Concept                          | Description                                                                                         |
| -------------------------------- | --------------------------------------------------------------------------------------------------- |
| `usePublishedArticles`           | Returns up to N published articles ordered by recency                                               |
| `usePopularArticles`             | Returns up to N articles ordered by `view_count` descending                                         |
| `useSearchKnowledgeBase`         | Searches articles when query length ≥ 2                                                             |
| `KNOWLEDGE_BASE_CATEGORY_LABELS` | Mapping from category key to display label (e.g., how\_to, troubleshooting, faq, policy, reference) |

## Related

<Columns cols={2}>
  <Card title="IT Service Management" icon="headset" href="/it/overview">
    IT Service Management overview.
  </Card>

  <Card title="Governance & parity" icon="scale-balanced" href="/governance/index" />
</Columns>

<Note>
  This page documents shipped product behavior. It is not medical, legal, or
  billing advice. Verify against your organization's policies and applicable
  regulations before using it for clinical, compliance, or billing decisions.
  Protected health information (PHI) shown in the product is governed by your
  tenant's access controls and is never exposed in this documentation.
</Note>

<Accordion title="Documentation sources">
  * src/routes/it.tsx
  * src/cores/it/pages/knowledge-base/KnowledgeBasePortalPage.tsx
  * src/cores/it/hooks/usePublishedArticles.ts
  * src/cores/it/hooks/useSearchKnowledgeBase.ts
</Accordion>