On what basis we are creating the KB articals

[kranthi2]

Hi,

Please help me out On what basis we are creating the KB articles.

 because i have created a new portal based on the issue type i am going to populate the knowledge articles, here i want to understand how can figure out and how we are going to create.

Any specific things we need keep in mind.

Thanks,

[Dr Atul G- LNG · Accepted solution]

Hi @kranthi2 

KA are created to help the user, so that the incident count can be reduced. 

Ex. How to configure email in phone

How to book a meeting room and much more.

Not only this, we create KA to support SD team for quick resolution as well, like some agent work on an incident and he/she ceate KA so that in case in future if issue come, KA can be referred.

KA like the notes we prepare in our studies.