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Authoring Articles in KB

You add articles to your knowledge base by creating a new article in the appropriate content type and entering the required and/or optional information.

An article is analogous to an individual document of a particular type, such as a product FAQ or a solution to a customer incident.

This section discusses the following tasks:


Add an Article to the Knowledge Base

Use the following procedure to add an article.

  1. Navigate to Data Management → Article Management
  2. Сlick on the New Article button 
    to add a new one.
  3. In the Body section, Fill in the required information

    ActionDescription
    Knowledge BaseSelect the Knowledge Base to add this article to.
    Article TitleArticle Title
    Category

    Select a category for the article. (optional, can be assigned later)

  4. Insert the content of the article and customize it using the editor.

  5. In the General Info section complete any additional information about the article.



    TagsAdd Tags to the article, or create the new one(s). For more info on Tags check the Managing Tags page.
    ListsAdd the article to List(s). For more info on Lists check the Managing Lists page.
    Knowledge BaseSelect the Knowledge Base to add this article to.
    CategorySelect a category for the article. (optional, can be assigned later)
  6. Save the new article.
  7. After saving the article there will be two new sets of buttons. 1: Workflow, 2: Article info
    For more information about the workflow check the Setting A Publishing Workflow page.
  8. Do a Preview to check the new template
  9. If the Preview is OK, Publish the article to make it visible
  10. The new article is done.

Add an Article Using a Template

Use the following procedure to add a new article using a template.

  1. Navigate to Data Management → Article Management
  2. Сlick on the New Article button  to add a new one.
  3. At the right section, open the Select Template window
  1. Click on the check icon  to select the Template to populate the new article.
  2. On the Warning pop-up window, confirm to proceed and apply the template to the new article.
  3. Modify the content as needed.
  4. Do a Preview to check the new template
  5. When ready, Publish the new article.
  6. The new article is done.

Edit Article Content

Use the following procedure to edit an article.

  1. Navigate to Data Management → Article Management
  2. Сlick on the Title of the article to open it or select Open when clicking the gear button 
    next to the article.
  3. Make the changes needed.
  4. Save the changes.
    you have three options to save your changes:
    1. Create Major version: 1.0; 2.0; 3.0; etc.
    2. Create Minor version: 2.1; 2.2; 2.3; etc.
    3. Update current version
  5. To check what version is published, go to the Versions section. Here you can see the evolution of changes and all the versions of the article.
  6. When you are ready to publish the changes, click the Publish button to publish the latest version (Is Main checked).
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