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Knowledge Base

Provides information on Knowledge Base - a structured and centralized location for information on a specific subject matter.

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Introduction

This information can consist of product information, operational procedures, frequently asked questions, etc. and can act as a reference for an organizational needs.

Knowledge Base

Knowledge base enables an organization to create and manage frequently needed information. To access the knowledge base, a user must have View permission enabled for the user role.

Category

Creating a category inside knowledge base allows the organization to categorize articles under themes.

Subcategory

Creating a subcategory for a parent category allows the organization to categorize articles.

Article

Information can be stored in the knowledge base in the form of an article. This can consist of solutions to common issues or a product feature. Example: Alerts matrix that should be assigned to specific devices, best practices on onboarding devices, FAQs, etc. An article can be associated with a device and alert. An article can also have references to other articles.

Article Functionality
FunctionalityDescription
Article IDEvery article title is prefixed with a unique article ID. Example: #2963 Onboarding NetApp Storage Systems.
Article TitleThe title for the article in the knowledge base and search results.
AuthorThe user who publishes and owns the article.
Created DateThe date on which the article was published.
Expiry DateArticles can be made visible and active for a defined period by setting the expiry date.
LikeThe user can like the article if they find the article relevant and useful.
RateThe user can rate the article, by clicking on the star icons.
CommentThe user can provide comments for the article. Once a comment is posted, then the article author will be notified via email.
Activity LogThe user can view the article activities sequentially in the order of occurrence.
HistoryThe user can view different versions of the article and compare the versions.
SearchThe user can search for an article or a template. You can search for an article on following parameters.
  • Article ID
  • Article Name
  • Category Name
  • Content
  • Article State

Template

A template is a preset format which serves as a starting point for the content inside an article. The template can be created for representing themes which have a similar content outline.

Scenarios

Saving templates in different categories

You have documented the recommended templates for cloud instances namely Azure, AWS, and Google and would like to save the same into different categories.

Solution: Create a category for each of the cloud instance and add the respective article into the category.

Pre-requisites to create a category.

  • Knowledge Base Management must be enabled at partner level.
  • Manage permission for knowledge base at the user level.

Steps to create a knowledge base.

  1. From All Clients, select the client.
  2. Go to Knowledge Base and click the Expand button.
  3. Click Add Category, provide a Name and select the Scope for the category.

A new category is created and the category is displayed in the categories explorer.

Create New Category

Create New Category

Adding articles

You want to add an article on recommended templates for Azure instances into Azure category.

Solution: Create a knowledge article and place in the Azure category.

Steps to create an article and place in a category.

  1. Go to Knowledge Base and click Create Article.
  2. Select the category under which the article needs to be placed and then click Create.
  3. Provide a Title for the article and then add content.
  4. Click Attach File to attach images and videos to the article.
  5. Click Actions button to add any related articles, set the article as template, set expiration date.
  6. Click Preview to preview the article before publishing.
  7. Click Publish to publish the article or click Save as Draft to save the article for further reference.
Sample Document

Sample Document

Associating articles to all Window resources

You have documented onboarding notes for a Windows device and wants to associate the article to all the Windows resources, to reduce the troubleshooting time.

Solution: Associate the knowledge base article to the Windows resources.

Steps to associate a resource with an article.

  1. Go to Infrastructure and click on the name on which the knowledge base article needs to be associated.
  2. Go to Articles >Device Details tab, click Add/Modify.
  3. Select the knowledge base article to be associated.

Applying consistent formats

You want to maintain a consistent format across all the knowledge base article.

Solution: Format an article page and save it as Template.

  1. Go to Knowledge Base and click Create Article.
  2. Select the category under which the article needs to be placed and click Create.
  3. Provide a Title for the article and then add content.
  4. Click Attach File to attach images and videos to the article.
  5. Click Actions button to:
    • Add any related articles
    •  Set the article as template
    •  Set Expiry date.
  6. Click Preview to preview the article before publishing.
  7. Click Save as Template to save it as a template.

Once the template is created, you can use this template for creating a new article. You can select the template when click Create Article to create a new article.

Comparing archived articles with updated articles

Solution: Use the History option to compare the knowledge base article versions.

  1. Go to Knowledge Base and click on an article name.
  2. Click Settings > History.
  3. Select the two versions that you want to compare and click Compare Selected Versions. The modified content is displayed with highlighted style.
Compare Selected Versions

Compare Selected Versions

Revertign to older versions of articles

Solution: Use the Restore option to revert to the required version.

  1. Go to Knowledge Base and click on an article name.
  2. Click Settings > History.
  3. Select the version that needs to be restored and click the Revert button.

Categorizing partner and client-level categories

Solution: Use visually identifiable partner level and client level categories.

KB Categories

KB Categories

Viewing same articles in different categories

Solution: Use the share article option.

Example: Alert Logic training article in Alerts Logic category can be shared in Training category as well.

To share an article:

  1. Go to Knowledge Base and click on the article to be shared.
  2. Click the Menu and then select Share with category from the menu dropdown.
  3. Select category from the category dropdown and click Add. The article will be displayed as Shared.
KB Article Sharing

KB Article Sharing

Receivig email notifications for KB articles expiries

Solution: Create an email digest notification.

To create email digest notification:

  1. Go to Set Up > Notifications and click Knowledge Base.
  2. Turn ON the notifications to receive email digests.
  3. Click Customize to configure email recipients and select the duration of receiving email digest notification.
  4. User receives an email notification as the below template.
KB Article Notification Email

KB Article Notification Email