Knowledge article templates

Templates provide a structure to your knowledge articles. They also include useful features such as a rich text editor and support for multimedia content. You must select a template before you can create a new knowledge article.

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 provides the following out-of-the-box knowledge article templates:

Out-of-the-box templates

Description

Decision Tree

Use this template to create knowledge articles that help in making decisions while tasks are performed.

This template does not support rich text.

How To

Use this template to create knowledge articles that provide step-by-step instructions to complete a task.

Known error

Use this template to create knowledge articles that provide root cause information and workarounds for a known issue. 

Problem Solution

Use this template to document a resolution for a problem after identifying the root cause during a problem investigation.

Reference

Use this template to create an information resource for a specific issue.

KCS template

This template is structured according to the Knowledge-Centered Service (KCS) article definition. Use this template to create knowledge articles that provide:

  • Problem.
  • Environment information such as hardware, software and so on.
  • Resolution of the problem.
  • Underlying cause.

Important

  • Articles created by using any template, except the KCS template, are fully functional in the application. You can create articles and perform all actions, on articles except KCS articles, by accessing the  application through .
  • To work with KCS articles, you must have installed on your system. The KCS articles are fully functional in . From the  application, you can only search for and relate to KCS articles. For a verified KCS solution, you can also integrate BMC Helix ITSM Knowledge Management by ComAround with . For more information, seeConfiguring BMC Helix Knowledge Management by ComAround in BMC Helix ITSM.
  • The KCS template is a ready-to-use template that is structured according to a sample template defined by the KCS framework. However, you can use any knowledge template to perform the KCS-defined knowledge management functions.

 

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