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.
Important
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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:
| Action | Reference |
|---|---|
| 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| Review published and unpublished knowledge articles.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 |
| Search for knowledge articles from the knowledge console and cases. | Searching for knowledge articles |
| Approve or reject knowledge articles for your organization. | Approving or rejecting knowledge articles |
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