KB Article Property

Description

Title

Title of Article

Language

Dropdown field. Choose desired language of Article. All languages that are activated in the system can be chosen.

Category

Dropdown field. Choose one of the Categories defined for KB.

Type

KB Article type. Value is generated from the chosen Article Type, and can’t be edited here.

Status

Dropdown field. Choose one of the available Statuses defined in KB Lifecycle.

Publishing Scope

Dropdown field. Choose whether article should be Public or Private. If Publishing Scope is Public article will be visible both on Self Service Portal and Agent Portal and if it is Private will article be visible only on Agent Portal.

Allow comments

Checkbox field. Selecting checkbox allow users to add comments to the article.

Allow feedback

Checkbox field. Selecting checkbox allow users to feedback (ranking) the article.

Keywords

Keywords for article. Keywords are used when user search for article.

Groups

Select groups for which the article should be visible. You can select one or more groups.

If no group is specified (field is left empty) the article will be visible to all groups.

KB Article Type

Default Properties

Q&A

Question

Answer

Technical Notes

Known Error

Error

Root Cause

Fix

Technical Notes

Problem Solution

Problem

Solution

Technical Notes

Reference

Reference

Simple Article

Article Description