Creating knowledge base articles

Create knowledge base articles to reference when assisting customers. Knowledge base articles can contain instructions for call center employees, links to websites, or separate documents for the customer.

To create knowledge base articles:

Open the Knowledge Base Articles form.
Click New Record.
Organization—Enter the organization.
Knowledge Base Article—Enter a unique code to identify the article, and then enter a title for the article in the adjacent field.

Note: If AUTOKBNUM=YES the system automatically numbers the KB article. Contact your system administrator for more information.
Language—Select the language for the article text and information.
Status—Select the status for the article.

Note: The system does not display articles with an Obsolete status during a knowledge base article search.
Department—Enter the department with which to associate the article.
Provider—Enter the provider with which to associate the article.
Service Category—Enter the service category with which to associate the article.
Service Problem Code—Enter a service problem code with which to associate the article. The system automatically populates Service Problem Code Org.

Note: The system copies Department, Provider, Service Category, and Service Problem Code to the customer request when the article is selected from the knowledge base.
Keywords—Enter words that identify the article when performing KB searches.
Remarks—Enter remarks about the article.
Article Text—Enter the body text of the article. Within Article Text you can link documents, other knowledge base articles, and external web pages to the knowledge base article you are creating with the HTML Editor. Click Hyperlink to link a document, knowledge base article, or web address.

Note: Copy and paste from existing documents to save time.
Click Save Record. The system automatically populates Created By, Date Created, Last Updated By, and Date Last Updated.