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Each article contains several fields, which can be viewed in the Preview tab in the client application and edited in the Edit tab. Knowledge Base articles can be added and edited from either the client application or an employee’s Web interface
Knowledge Base Article Edit tab
Each article contains the following fields:
| 1. | Title: The Title field should contain a brief description of the article’s subject. The Title will be displayed in the Articles List and in search-results lists, so it should be meaningful.
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| 2. | Problem: The Problem field describes the issue to be resolved. This field may contain error messages received by the user or a more detailed description of the problem.
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| 3. | Solution: The Solution field should contain a description of the solution for the issue defined in the Problem field. This section typically includes steps for resolving the problem, Web links to other articles containing the resolution, or a pointer to a linked document (which can be attached to the article) that contains the resolution.
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| 4. | Category: The Category field helps to categorize articles for better searchability. You can choose from any of the categories in the field’s pull-down menu, or define a new category by clicking the Edit List… link, which also appears in the pull-down menu. |
| 5. | Status: The Status field can be set to Draft, Published, or Obsolete, depending on the current phase of the article. Using this field wisely helps the user to easily find articles later on. (Read more about this field under Article Statuses.) You can define the default Status for new articles from Tools > Options > Knowledge Base.
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| 6. | Public indication: The Public indication field allows the user to choose whether customers will be able to view the article via the customers' Web interface. The default behavior for this field can be set from Tools > Options > Knowledge Base. |
| 7. | Attached Documents: You can attach as many documents as you wish to an article from the article's Docs tab. The Docs tab will also display how many documents have already been attached to the article. Documents can be accessed via the client application or downloaded via the Web interface. |
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