I was unsuccessful in updating a knowledge article created in Word. I followed the typical path of opening it in Word but got an error message. Nothing else worked. I'm also unable to retire it or save any changes. The only way I know to fix this iss...
Hello all,What is the best way to have pre-populated HTML-formatted text display on Knowledge article template fields? I thought this could be accomplished using templates, but I can't figure out how to have pre-populated, standard-formatted text app...
Hi. I am trying to change the Knowledge Block short description after the block has been published and inserted into an article. I was told that blocks don't work that way and that I should just create a new block. Does anyone know how to change the ...
hi there, I'm looking to attach documents to published knowledge articles. They are various types. Is there a way they can be either added to a searchable library or made searchable themselves as part of the knowledge base I uploaded them to? (I mana...
Testing KB access and wondering if user criteria is not defined what is the default user access for that KB.
Hi, Following on the the KMUG in April about metrics I have been investigating our very low attach rate for knowledge base articles on incidents. We found that analysts are often sharing links from the 'Customer Comments' or Email functions of Servic...
We've been having an issue recently where an article with images will be published and then we'll get feedback that the images are missing and when I go back to the article it's the alt text visibile. Is there something I should be doing to make sure...
Can anyone recommend/share their practices for identifying self-service article gaps? I have been auditing Virtual Agent chat logs, high reassignment tickets, and our generic request tickets for ideas, with better success in the HR space than the IT ...
We are on Xanadu release, going in a couple of months to Yokohama. Is it possible for me to make a guided tour for someone with less access than me? For example, I am a knowledge manager and I have access to all our knowledge bases. Can I make a g...
Hi fellow KBMs, In the Article versions tab, when ever we edit an article, all previous versions get todays date in the "modified on" and "updated" column. The only column that seems OK is the "created" column. With the print screen attached, can you...
We just turned on Ownership Groups for our knowledge articles to test. We are experiencing an issue when someone creates a new article for a ownership group they are not in. It allows them to choose that group and save the article draft. However once...
I've been asked to suggest what Taxonomy Topics we want in our IT section and I have no idea how best to use this functionality and our devs want to do all the setup, and that means I cant play around with it. What is the best way to use this and set...
Has anyone experienced the Taxonomy topic in the Taxonomy_topic field being removed out after you checkout an existing article to make a new version or if you click 'translate' and create a new draft of an existing translated version? What is odd to ...
Hi All!I am a Knowledge Manager building a solution for GBS structure. There is a need to have a secure, controlled governance of articles, so I decided to do the following:Create ownership groups for HR, Marketing etc to ensure creation of content r...
Hello again people.Another question...so having been thrown in the deep end with managing the knowledge process, of which I've zero experience, I want to review what we currently have, as it seems that the majority of the organisation doesn't' engage...
