Documentation

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Connect an AI assistant

Your AI assistant can read this documentation directly, so it answers from the current content instead of guessing. Add one of the servers below to your client — they use the Model Context Protocol (MCP). Each one covers a different body of content, so add the one you need.

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Article Templates

Article templates provide predefined formatting that can be used as a starting point for a new article. This can speed up the process of creating a new article and will help ensure that a standard structure for an article can be followed.

Article Template Selection

Before you begin

  • To access the article templates in Configuration, the Knowledge Administrator role is required.
  • A template is selected from an option on the editor toolbar. For users to access the available templates, the template option must be enabled in the Article Editor.

Creating a new template

Accessing article templates

The management of article templates is done from the Service Manager Configuration

  1. Click on the cog icon on the bottom of the left-hand navigation bar.
  2. Select Service Manager from the drop-down list.
  3. Located the section titled Knowledge.
  4. Click on Article Types

Add a new template

  1. Click on the + button in the top right of the toolbar.
  2. Give the template a name and optionally provide a description.
  3. Add the contents of the template.
  4. Set the appropriate status.
  5. Click on Create.

The contents of the template can include a suggested format, instructions on how to complete a section, or pre-defined text.

Article Template Contents

Linking a template to an article type

After an article template has been created, it needs to be linked to one or more article types.

  1. Open Article Types in Configuration.
  2. View an existing article type.
  3. Select the Templates tab.
  4. Click on the button Link to Templates.
  5. Select the template to link and click Save

Note

A single article template can be linked to multiple article types.

How a template is used

When a new article is being created, the user is required to select the article type. Once the type is selected, the available templates for that type will be displayed when the template toolbar option is clicked on.

Template Toolbar Option

Applying a template will overwrite any existing text in the article.

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