How to create a Knowledge Base Article

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In order to create a knowledge base article, we will need to go into the knowledge base as if we are viewing other articles.


Once we get to the actual knowledge base, we will need to find where we will want our article to go. Click through the categories that fit your article type, or you can create your own category. Keep note that you can put categories in categories like folders to keep things more organized. For my demo article, I am going to be creating an article in the "Internal ITS articles" category. Please also note that whatever category you put the article in will adopt the categories viewing permission.  For example: If I put articles in the "Internal ITS articles" category, it can only be seen by the ITS, but in any other category it will be seen by the public. We can change these viewing permissions later. 


When you find the category you want it to be in, click "New Article" on the right. This will open up the window to edit your article. Here you can edit your article's information like it's "Subject" (which acts as a title) and the "Body" that is the main description. If you want to add images to your article for visual aid, you can click on the "Image" button in the tools of the Body. 

This will open a small window to import an image, you can import images either by a websites URL or from your computer. To upload from your computer, click on the "Upload" tab at the top, then you choose your file from your computer. In order for Team Dynamix to accept your image it must be uploaded to its server. When you pick your image select "Send it to the server". After this you can alter the size of the image if needed, or you can just press "OK" to add it to the article. 

When you are finished with the body of your article, you can add a short description that briefly explains what your article is about. This is really optional. After that. you can add tags to help people find your article by keywords. Adding things related to your article like "Email", "Phone", etc can help people find it better. In order for your article to be seen by others, you will need to edit it's "Status". All status' besides "Approved" cannot be published and made public to the knowledge base. For best practice, it is best to set it to the "Approved" status unless you want to keep the article a draft for now. Under that, there will be a button to "publish to the KB". This will ensure that it is officially published and viewable by anyone who has permission to it. Most articles in most categories will be seen by the public, but if you want to make them private we can change that permission after we finish creating the article. The "Review Date" is morally optional. This is for if you feel like the information of the article could be outdated eventually and will remind you to look back at it in the future to see if it is relevant. The bottom "Owner" section is probably best to keep default unless you want anyone else to be considered an "owner" of the article too. By default, anyone in ITS can edit anyone's articles. This section is really for the option underneath it to dictate who can receive notifications of feedback that people have made to the article. The notification option is also optional and sometimes recommended. Once you are happy with everything, click "Save" at the bottom. 

Once the article is saved, I recommend going back to the article and view it to see if it looks formatted right and maybe even add attachments. It is recommended to add a copy of this article in a document form like Word or a PDF in case users want to download them and keep them to refer to. Other than this, we can click on "Edit Article" to further edit deeper settings about the article like its permission on who can see it.

When you edit the article, you can fix mistakes and add information to the article itself. The biggest reason to edit the article after you create it is to verify its permissions. It would truly suck to create a confidential article that is accidentally seen by the public, so putting it in the right category and verifying its permissions is important! To view its permissions, go to the "permissions" tab at the top. In here you will see its current permissions. The first check box will tell you if you want it to inherit the permissions of the category it lives in. For private documents I always uncheck this and then uncheck the "Public" option under it. The radio buttons underneath are to help specify if you want only a certain group to be able to see the article or if you want every group besides one to see it. At the end of all these settings be sure to save it! 

After all of that you should be done! It wouldn't be a bad idea at all to create demo articles yourself to see what you can do with them.


Article ID: 129422
Thu 3/4/21 2:08 PM
Mon 7/26/21 1:38 PM