Creating and maintaining articles

Share your ideas and experience by creating a knowledge article. Review and provide feedback on knowledge articles, and resolve issues yourselves rather than contacting customer service or an internal helpdesk.

• Create a knowledge article
  Knowledge contributors can create and edit knowledge articles within a knowledge base to share information across your organization.
• Edit a knowledge article
  Edit knowledge articles within a knowledge base to update information shared across your organization.
• Map related articles
  Discover similar information across articles on a topic while viewing an article. You can manually map related articles or have the application automatically present related articles using machine learning (ML) algorithms.
• Map catalog items related to an article
  Manually map catalog items related to a knowledge article to enable employees to request the related product or service.
• Schedule a knowledge article for publishing
  Set a specific time and day for a knowledge article to be published automatically.
• Recall an article that is being reviewed
  Recall an article that is being reviewed to make additional changes.
• Approve an article that is being reviewed
  Approve an article that is being reviewed and create a new published version.
• Retire a knowledge article
  Initiate the retirement workflow to retire a knowledge article. Knowledge base owners and managers can view articles after they are retired but cannot search for retired articles on the Knowledge homepage and portal.
• Republish a retired article
  Instantly republish a retired article.
• Move a knowledge article
  You can move articles between knowledge bases.
• Comment on a knowledge article
  Comment on a knowledge article or reply to a comment.
• Create knowledge from incident or problem
  Create a knowledge article, so the next time the issue comes up the resolution is easy to find.
• Create an article version by importing a Word document
  Import a Word document to a knowledge article to create a new version.
• Using human readable URLs for the Knowledge article page
  Human readable URLs include more readable keywords to the URL structure.
• Select a knowledge article category
  Knowledge articles within a knowledge base are grouped by category. These groups can help you define the knowledge base taxonomy, and can help users find articles within that knowledge base.
• Associate a knowledge article with a taxonomy category
  Associate a knowledge article with a taxonomy topics to create a uniform classification structure across different kinds of content.
• Create a knowledge article from a customer service case
  Reuse information from a customer service case by creating knowledge articles from cases.
• Provide feedback on knowledge articles
  You can view and contribute to feedback on knowledge articles.