Edit a knowledge article in Agent Workspace

Edit knowledge articles within a knowledge base in Agent Workspace to update information shared across your organization.

Before you begin

You must have contribute access to the knowledge base that stores the knowledge article you want to edit.

Note:

• If the article versioning feature is enabled, only the knowledge administrator, knowledge managers, and author can edit the checked-out version of an article. If the feature is disabled, any users with contribute access to an article can edit the draft version of the article. An administrator can disable the article versioning feature by setting the glide.knowman.versioning.enabled property (from the System Property [sys_properties] table) to false.
• If an ownership group is associated with a knowledge article, the author or reviser of the article can't contribute to the article after the article is published. An administrator can override this behavior by enabling the glide.knowman.ownership_group.override property. For more information, see Ownership groups.
• If the glide.knowman.translation.enable_translation_task property is enabled, you can’t modify the knowledge base of existing articles.

Role required: agent_workspace_user

Procedure

1. Navigate to All > Agent Workspace > Agent Workspace Home.
2. Go to Lists > Knowledge > All Articles.
3. Click a knowledge article link.
4. On the Knowledge form, click Edit.
   Note:

   If the knowledge article was created using Microsoft Word, you can edit the article only in Microsoft Word. In this case, select Open in Word to open the article in Word Online. For more information, see Edit a knowledge article in Microsoft Word.

   If you want to edit the article using the HTML editor, you can unlink the article from Word. For more information, see Unlink knowledge articles from linked Microsoft Word documents.

5. If the article versioning feature is enabled, click Checkout for a published knowledge article.
   You can only edit the latest version of a knowledge article.
6. Access the relevant related lists to modify the information.

   Table 1. Knowledge form related lists

   Related list	Description
   Details	Knowledge article content and its metadata. Note: If the article versioning feature is enabled, the default value of the Valid to date in the updated article version is automatically set based on the following criteria: If the Article Validity field in the knowledge base associated with the article is empty, the Valid to date value from the earlier version of the article is retained. If the Article Validity field in the knowledge base associated with the article isn’t empty, the Valid to date is automatically updated to start from the date the article was updated until the number of days specified in the Article Validity field (Article updated date + article validity). If you move a knowledge article to another knowledge base, the default value of the Valid to date in the updated article is automatically set based on the following criteria: If the Article Validity field in the selected knowledge base is empty, the earlier Valid to date value is retained for the knowledge article. If the Article Validity field in the selected knowledge base isn't empty, the Valid to date is automatically updated to start from the date the article was updated until the number of days specified in the Article Validity field (Article updated date + article validity). If the dictionary value of the Valid to field is modified, this dictionary value overrides the default value of the Valid to field calculated according to the Article Validity field. For more information, see Validity of a knowledge article.
   Feedback	Feedback received on the published versions of the article. To view more details about the feedback, in the Comments column, select a link for the desired version of an article.
   Feedback Tasks	Details about the feedback task created for a knowledge article version.
   Approvals	Approval history of the knowledge article.
   Article Versions	Version history of the knowledge article.
   Translated Versions	Translated versions of the knowledge article. This related list appears only when the translation management feature is enabled. To translate a knowledge article, select New. The New button on this related list appears when the glide.knowman.translation.enable_translation_task property is inactive.
   Translation Tasks	Tasks submitted for translating the article. This related list appears when the Translation Management feature and the glide.knowman.translation.enable_translation_task property to enable creation of translation tasks are enabled. For more information, see Knowledge Management properties.
   Related Articles	Related articles mapped to the knowledge article. For more information, see Map a related article in Agent Workspace.
   Related Catalog Items	Related catalog items mapped to the knowledge article. For more information, see Map a related item in Agent Workspace.
   Affected Products	Products mapped to the knowledge article. For more information, see Add an affected product to a knowledge article in Agent Workspace.

7. Optional: Research for content related to knowledge article you're authoring using Agent assist.
   1. In the contextual side panel, select the agent assist icon ().
      The search results in Agent assist display default content based on the text-based search.
   2. Click the select a search resource icon (), and then select a search resource.
      For example, to view knowledge articles, select Knowledge Articles.
   3. Optional: In the search results, you can click a resource item, such as a knowledge article, to view its content in Agent assist.
      Tip:

      For better readability, you can resize the contextual side panel for Agent assist. For a full view of the selected resource item content, select Full View. The resource item content opens in another tab within the Agent Workspace.
8. Optional: Check whether your content matches the content in an existing article.
   1. Enter your search text in the text box available in Agent assist or retain the default text, which is the short description of the knowledge article.
   2. Select the lookup icon ().
   3. Select a search resource by clicking the Select a search resource icon ().
      • To find knowledge articles that have high text similarity with the entered search text, choose Similar Articles (ML).
        Note:

        This option is available only when the Predictive Intelligence feature is enabled and your administrator has trained the similarity solution for Knowledge Management. For more information, see Train the similarity solution for Knowledge Management to find related articles.
      • To find knowledge articles that match the entered search text, choose Knowledge Articles.
9. Optional: Work with attachments.
   • Attach a file with supporting information by clicking the attachments icon () in the contextual side panel and selecting the file.
   • Download, remove, or rename an existing attachment by clicking the menu icon () displayed for the attachment.
10. Click Save.
    The article is saved and appears in the My Articles - Unpublished list. If the article versioning feature is enabled, the version of the knowledge article is incremented by 0.01. For more information, see Knowledge article version numbers.
11. Optional: Publish the article by clicking Publish.
    The knowledge article is published depending on the workflow setting of its knowledge base:

    • Knowledge - Instant Publish: The knowledge article is immediately published unless it is scheduled to be published at a later date.
    • Knowledge - Approval Publish: The knowledge article is published on approval completion unless it is scheduled to be published at a later date.
      Note:

      With an ownership group associated with a knowledge article, ownership group members can approve self-authored articles for publication. An administrator can override this behavior by disabling the glide.knowman.ownership_group.enable_self_approval property. For more information, see Ownership groups.

    For more information, see Schedule a knowledge article for publishing in Agent Workspace.

    When published, the knowledge article appears in the My Articles - Published and All Articles lists. If the article versioning feature is enabled, the version number of the knowledge article increments to the next whole number (for example, from 2.02 to 3.0). For more information, see Knowledge article version numbers.

Related tasks

• Create a knowledge article in Agent Workspace
• View a knowledge article in Agent Workspace
• Create knowledge from incident or problem

Related topics

• Using Agent Assist in Agent Workspace