Knowledge Base
Use the Knowledge Base module to create and manage articles on any subject for your organization.
The Knowledge Base home page displays the following information:
- A Shortcuts section that displays the following options:
- Create Article. Click this option to create a new article.
- Articles. Click this option to perform a full text search for an article.
- Knowledge Base Admin. This option displays only if you log in as the administrator. Click this option to manage tags and articles.
A Search that offers the following options to find existing articles:
- Search: This tab displays a full text search field where you can enter a phrase or a keyword from an article. To search for multiple keywords, separate each word with a space. From the adjoining Search within drop-down list, you can choose to search all articles or specify another criterion to limit the search.
- Browse: This tab displays a list of existing tags that contain articles. The number within the parentheses indicates the number of articles in the tag. Click on a tag to view the list of articles that is contains.
- Advanced: This tab allows you to specify more search parameters such as tag name or article name to restrict the search to narrow down the search results.
You can specify any of the following parameters:
- Search within: From the drop-down list, select a criterion such as the time period or the tag.
- Containing these words: Enter one or more keywords or phrases. Use a space to separate keywords from each other. Use quotes to enclose a phrase.
- Excluding these words: Enter one or more keywords or phrases to exclude from the search. Use a space to separate keywords or phrases from each other.
- Under this Tag: Enter the tag name or click Select to choose the tag from the Tags list.
For more search filters, click Show More Options and specify any of the following:
- Title. Enter the article's title.
- Viewing Frequency. From the drop-down list, select the number of articles that were viewed most frequently or the least frequently.
- Status. From the drop-down list, select the article's status such as Draft, Active, or Published.
- Team. To search for articles assigned to a team, enter the name of the team or click Select to choose a team from the Teams list.
- Approved By. To search for articles assigned to a specific approver, enter the person's name or click Select to choose a user from the Users list.
- Author. To search for articles authored by a specific user, enter the person's name or click Select to choose the user from the Users list.
- Published After. To search for articles published after a specific date, enter the date or click the calendar icon to select it.
- Expires After. To search for articles that expires after a specific date, enter the date or click the calendar icon to select it.
- Save this search as. To save the specified search criteria for future use, enter a name, for example Search1, and click Save.
- Previous Saved Searches. To search using a saved search criteria, select the name of the saved search from the drop-down list and click Search.
- Click Search to begin searching for articles that meet the specified criteria.
A list of existing articles along with related information. To view the contents of an article, click the article name.