Knowledge base information can consist of product information, operational procedures, and frequently asked questions, providing a reference source for an organization.

To access the knowledge base, you must have View permission enabled for the user role.

Definitions

Category

Creating a knowledge base category permits an organization to categorize articles by theme.

Subcategory

Creating a subcategory of a parent category permits finer granularity knowledge categorization.

Article

Information can be stored in the knowledge base as an article. Articles can include solutions to common issues or descriptions of product features. Articles can be associated with a device or an alert and can reference other articles.

Articles have the following properties:

FunctionalityDescription
Article IDEvery article title is prefixed with a unique article ID, such as `#2963`.
Article TitleThe title of the article, which appears in search results.
AuthorThe user who published the article and is considered the article owner.
Created DateThe date when the article was published.
Expiry DateThe end of the interval when the article is visible and active.
LikeA flag indicating the user likes the article.
RateStar icons that indicate the user-perceived quality of the article.
CommentComments about the article. When a comment is posted, the article author receives an email notification.
Activity LogA log of activities associated with the article.
HistoryAn article version history.
SearchYou can search for an article or template using the following search filters:
  • Article ID
  • Article Name
  • Category Name
  • Content
  • Article State

Template

Templates provide a model for creating articles and can be used to define a theme. Themes can be applied to articles having related information or a shared audience, providing a consistent appearance.

Save templates in different categories

As a prerequisite:

  • Knowledge base management must be enabled at the partner level.
  • Knowledge base permission must be managed at the user level.
  1. From All Clients, select the client.
  2. Go to Knowledge Base.
  3. Click the plus + icon at the bottom of the page and click Add Category.
  4. Enter a required Name.
  5. Select an optional Partner or Client Scope for the category.
  6. Choose one or more required Clients.
  7. Enter an optional Description.

The new category appears in the category navigation panel.

Add an article

  1. From All Clients, select the client.

  2. Go to Knowledge Base.

  3. Click NEW

  4. Choose the category applicable to the new article.

  5. Click Create.

  6. Enter a Subject for the article.

  7. Click Attach File to optionally associate a file with the article.

  8. Enter contextual information using the editor.

  9. Click the Actions button to:

    • add related articles, Related Articles
    • define the article as a template, Save as Template
    • set an expiration date, Set Expiry
  10. Click Preview to view what the published article will look like. If required fields are omitted, you are prompted to define the field before viewing. Click Back to return to article definition.

  11. You can save the article as a draft, Save as draft, and complete article definition, later.

  12. Click Publish to publish the article.

An entry for the article appears in the category list for the category you specified and the article displays. You can:

  • Attach a file.

  • Comment on the article.

  • Print the article.

  • Perform any of the following functions:

    • View the Activity Log.
    • View the article version History.
    • Link other articles, Link Articles.
    • Share with category.
    • Email Article Content.
    • Copy the link to the article, Copy Link.
    • Watch for changes to the article.
    • Delete the article.

View article list for category

  1. From All Clients, select the client.
  2. Go to Knowledge Base.
  3. In the By Category navigation panel, click the category you want to view.

The list of articles in the category is displayed. You can click the Subject column heading to sort the list, alphabetically.

Associate an article with a resource

  1. From All Clients, select the client.
  2. Go to Infrastructure and click the name you want to associate the knowledge base article with.
  3. Go to the Articles > Device Details tab and click Add/Modify.
  4. Select the knowledge base article you want to associate.

Define an article template

Use a template to create articles that have a consistent appearance.

  1. From All Clients, select the client.

  2. Go to Knowledge Base.

  3. Click Create Article.

  4. Select a category for the article needs and click Create.

  5. Enter a Title and use the editor to add content.

  6. Click Attach File to attach images and videos to the article.

  7. Click the Actions button to:

    • add related articles, Related Articles
    • define the article as a template, Save as Template
    • set an expiration date, Set Expiry
  8. Click Preview to preview the article before publishing.

  9. Click Save as Template to save the article as a template.

Compare article versions

  1. From All Clients, select the client.
  2. Go to Knowledge Base and click the article name.
  3. Click Settings > History.
  4. Select the versions you want to compare and click Compare Selected Versions.

Differences between versions are displayed and highlighted.

Revert to a previous version

  1. From All Clients, select the client.
  2. Go to Knowledge Base and click an article name.
  3. Click Settings > History.
  4. Select the version you want to restore and click the Revert button.

Share an article

  1. From All Clients, select the client.
  2. Go to Knowledge Base and click the article to share.
  3. From the menu, select Share with category.
  4. Select the category and click Add.

The article displays as Shared.

Receive email digests

  1. From All Clients, select the client.
  2. Go to Set Up > Notifications.
  3. Click Knowledge Base.
  4. Turn ON notifications to receive email digests.
  5. Click Customize to configure email recipients and choose the notification duration.