Note

 

This documentation supports the 20.15.01 version of Remedyforce.

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Knowledge management

You can create and publish knowledge articles to share troubleshooting, how-to, and other information that is commonly required by users in your organization. Users can search these knowledge articles from the Global Search page, Incident form, and Self Service.

The following table provides information about creating and managing knowledge articles in BMC Remedyforce.

Goal

Reference topics

Create and publish knowledge articles

Creating a knowledge article

To submit a knowledge article for approval

Publishing a knowledge article

Approve knowledge articles

Approving records submitted for approval

Manage existing knowledge articles

Scenarios for updating published knowledge articles

Editing a knowledge article

Cloning a knowledge article

Checking out a published knowledge article for editing

Checking in the draft version of a published knowledge article

Viewing feedback on a knowledge article

Linking a knowledge article to a configuration item

Retiring a knowledge article

Deleting a knowledge article

Recording additional details for knowledge articles

Related topics

Creating an approval process

Configuring knowledge articles

Working with records

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