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.
Navigate to Data Management → Article Management
Сlick on the New Article button to add a new one.
In the Body section, Fill in the required information
Action
Description
Knowledge Base
Select the Knowledge Base to add this article to.
Article Title
Article Title
Category
Select a category for the article. (optional, can be assigned later)
Insert the content of the article and customize it using the editor.
In the General Info section complete any additional information about the article.
Tags
Add Tags to the article, or create the new one(s). For more info on Tags check the Managing Tags page.
Lists
Add the article to List(s). For more info on Lists check the Managing Lists page.
Knowledge Base
Select the Knowledge Base to add this article to.
Category
Select a category for the article. (optional, can be assigned later)
Save the new article.
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.
Do a Preview to check the new template
If the Preview is OK, Publish the article to make it visible
The new article is done.
Add an Article Using a Template
Use the following procedure to add a new article using a template.
Navigate to Data Management → Article Management
Сlick on the New Article button to add a new one.
At the right section, open the Select Template window
Click on the check icon to select the Template to populate the new article.
On the Warning pop-up window, confirm to proceed and apply the template to the new article.
Modify the content as needed.
Do a Preview to check the new template
When ready, Publish the new article.
The new article is done.
Edit Article Content
Use the following procedure to edit an article.
Navigate to Data Management → Article Management
Сlick on the Title of the article to open it or select Open when clicking the gear button next to the article.
Make the changes needed.
Save the changes. you have three options to save your changes:
Create Major version: 1.0; 2.0; 3.0; etc.
Create Minor version: 2.1; 2.2; 2.3; etc.
Update current version
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.
When you are ready to publish the changes, click the Publish button to publish the latest version (Is Main checked).
to select the Template to populate the new article.
