Publishing Articles in the Knowledge Base

The knowledge base is a repository of an organization's information. It can contain many different types of articles, such as:

• Frequently Asked Questions (FAQs)
• Common problems and their solutions
• Schematics
• Product user guides
• Data sheets
• Release schedules

The knowledge base should include anything that would provide customer service representatives (CSRs) with the information that they need to answer questions about a product or service A type of work performed for a customer by one or more resources. Services are schedulable activities..

Creating Articles

You can create a custom article A text-based piece of content in the knowledge base. template A framework for an e-mail message, contract, or article. Templates are used to ensure consistent layouts and content in similar types of documents. to fit every business need of your organization.

More information: Work with Articles

Approving and Publishing Articles

To preserve the integrity of the knowledge base, the addition or removal of all published articles must be approved by a user with manager privileges.

More information: Work with Articles

Organizing Articles

Articles are organized by associating them with the same subjects Categories used in a hierarchical list to correlate and organize information. Subjects are used in the subject tree to organize products, sales literature, and knowledge base articles. used by the product catalog, case management, and sales literature.

More information: Work with Subjects