Configuring the Knowledge View

Knowledge Center users can filter articles based on categories, which makes it easier to find articles. Articles are assigned to a particular category when they are created or modified in the Knowledge Management application.

To add, modify, or delete categories, access the KM Categories auxiliary table by selecting Search | Manage Data | KM Categories in the SBM User Workspace.

By default, articles have public visibility, which means that all SBM users can see them in Request Center. To make an article private, select Private in the Article Visibility field, and then select a group in the Visibility Group field. Only users and groups that are assigned to that visibility group can see the article on the Knowledge tab.

To add, modify, or delete visibility groups, access the KM Visibility Group auxiliary table by selecting Search | Manage Data | KM Visibility Group in the SBM User Workspace.