Knowledge Base (KB)

The Knowledge Base is used to share useful information with end users and/or specialists. Any specialist can quickly create a KB article. It’s easiest to do this based on a request record. At the same time, the KB article can be made available to end users so they don’t need to submit a request for information.

Service Desk Analysts and specialists can use information from KB articles as a supporting tool for their work and include it in requests for end users who created those requests.

Anyone with a specialist role within accounts, can add KB articles to this space and update those articles as long as their status is ‘In Progress’ or ‘Not Verified’. A knowledge manager can update KB articles regardless of their status, make them available to end users, and archive them if they are no longer relevant.

By selecting a specific article, a specialist can use the “Duplicate KB Article” option in the action menu – in this case, they copy the article’s information and paste it into a new article.

By selecting an existing problem record with a workaround (i.e., a known error), a specialist can use the “Link to New KB Article” option (found in the action menu) – in this case, the workaround will be added to the KB article.

The Knowledge Article Fields page presents recommendations for using each of the fields in the KB article form.