Knowledge Center articles can be viewed from the Knowledge tab in Request Center, the Knowledge Management Dashboard report.
The detailed article view allows users to read the content of the article, comment on it, and rate it. The average rating of the article and the number of views the article has received is tracked for users to sort on highest rated and most popular articles. The detailed article view also allows users who are submitting requests and incidents to automatically resolve them when the article meets their needs (see Automatically Resolving a Request or Incident).
Adding Comments or Ratings
Each user is allowed one comment or rating, and can add it at any time. To add or update comments, the user must display the article, and then click Add your own comment.
Sending a Link to the Article
Send the article to another person by copying the URL and pasting it in an e-mail or instant message.
To copy the URL to your clipboard, click
. You can then paste (CTRL+V) the URL into an
e-mail or instant message. This URL gives users direct access to the article.
Automatically Resolving a Request or Incident
A keyword search of
Knowledge Center
is performed after you have entered a
Title and moved focus to another field. When
articles exist in
Knowledge Center
that match the title words, a message will appear informing you of the number
of matches. Click
View to look at matching articles.
If one of the articles addresses your issue, open the
article by clicking the title and then choosing
Yes, resolve this issue to automatically submit
and then immediately resolve the issue. A link to the article will be displayed
in the
Resolution field of the issue.