Learn about the Mozilla Support (SUMO) Knowledge Base and how it works.

What is the Knowledge Base?

The Mozilla Support Knowledge Base is a collection of support articles designed to help Mozilla products’ users navigate their product experiences confidently and independently. But it’s more than support articles:

• Custom wiki markup: Although we use MediaWiki markup (like Wikipedia) for most things, our wiki markup is designed specifically for Mozilla Support and uses some custom markup to tailor instructions based on the user's platform (e.g., Windows vs. Mac) or different Firefox versions.
• Review system: To maintain quality and reliability, all article edits go through a review and approval process before being published.
• Built-in Localization: Since most Firefox users don't speak English as their first language, the Knowledge Base also serves as a translation platform. Articles can be localized into dozens of languages to make support content globally accessible. We also have Machine Translation built into our process to support our localization contributors.

Audience & scope of the Knowledge Base

The Knowledge Base is written for a general audience, not just tech-savvy users. Our goal is to help everyday Firefox users understand features (like tabs, bookmarks, and sync) and solve common problems (like crashes or loading issues).

We prioritize content based on:

• New features and functionality
• What users ask about (in forums, article discussions, etc.)
• Article traffic and feedback
• Our experience and understanding of common pain points

This helps keep the KB focused, useful, and easy to navigate.

What topics are not officially covered in the Knowledge Base?

• Advanced customization or tweaks (like editing about:config)
• Developer-focused tools and features (like the Web Console)

Exceptions:

• If a workaround or advanced step is the only way to fix a common issue, we may document it in a troubleshooting article with approval from the product team.
• These rules also don't apply to Firefox for Enterprise articles, which are written for IT Administrators, so they can include more advanced configuration steps.

How to get started

Learn how you can contribute to Mozilla Support by writing a new article or improving existing support articles by checking out How to contribute to the Knowledge Base.