Developing knowledge articles
By developing knowledge articles, you are able to do the following tasks:
- Help to transfer knowledge to different individuals in the organization.
- Enable self-service users to resolve issues on their own. This reduces the number of issues that users raise.
- Reduce the time you invest to resolve issues and ensure that you work on each issue only once.
The process of developing a knowledge article consists of different actions that vary from creating the article to monitoring it. These actions help you develop a valid and useful knowledge article.
The following figure illustrates the process of developing a knowledge article:
The following video (2:14) gives a brief introduction of knowledge articles:
The following topics in this section provide more details about developing knowledge articles:
|Create knowledge articles for your organization.||Creating and publishing knowledge articles|
|Change the status of a knowledge article to proceed with it.||Changing knowledge article statuses|
|Review published and unpublished knowledge articles.||Reviewing and validating knowledge articles|
|Work on improving the quality of knowledge articles.||Providing feedback for improving the quality of knowledge articles|
|Know how full-text search works while searching for knowledge articles.||Working with full-text search|