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.
Managing knowledge articles by using Knowledge console
As a knowledge coach, manage knowledge articles efficiently and save time and effort by using various functionalities in the knowledge console.
The following image shows the functionalities in the knowledge console:
Item | Description | Instruction |
|---|---|
1 | Filter the list of knowledge articles by entering or selecting values in the available filters. For example, you want to view knowledge articles in Draft status assigned to Mary Mann. To view these articles, in the Filter > Available list, select Draft from the Status list, enter Mary Mann in the Assignee field, and click Apply filters. You can also use the preset filters that are available out-of-the-box to narrow down your search. Learn more about using preset filters to search articles in Using-out-of-the-box-filter-presets-to-search-records. |
2 | The filter criteria applied to knowledge articles in the grid. |
3 | The knowledge statistics displays the number of open knowledge articles assigned to you, flagged knowledge articles, knowledge articles that are pending for review, and external knowledge articles.
You can filter the knowledge articles in the grid by clicking the knowledge statistics. |
4 | Export all the knowledge articles displayed in the grid to .csv format. |
5 | Search for a knowledge article by entering the keywords or article ID. |
6 | Select the line of business for which you want to view knowledge articles. If you have access to a single line of business, the line of business is selected by default. |
7 | Refresh the knowledge articles in the grid. |
8 | Modify the visible columns, such as Assigned Group, Category Tiers, and Region in the grid. |
9 | Update the status of a knowledge article by using the row-level action.
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10 | Displays a flag for knowledge articles that needs attention. |
Where to go from here
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. |