Managing and developing knowledge articles
As a knowledge coach, you can develop a knowledge base for case agents to access reference information easily. You can create knowledge articles that provide information about resolving an issue, maintain the information about different policies of your organization, and so on. Case agents can use the knowledge articles while working on cases. You can create knowledge sets and templates, and associate knowledge templates to a knowledge set. Knowledge templates help to provide consistent structure and formatting for knowledge articles and knowledge sets help to categorize the templates. You can define different types of approvals and approval mapping for knowledge articles so that approvers can approve or reject the publishing, retiring, or canceling of a knowledge article.
The following table lists the actions that you can take to develop and maintain a knowledge base:
Action | Reference |
|---|---|
Create knowledge templates to define the structure of knowledge articles and create knowledge sets to group and categorize knowledge templates. | |
Define an approval flow, approval mappings, and approvers for knowledge articles. | |
Develop knowledge articles that provide reference information for case agents. |