Creating knowledge base articles

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.