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Configuration

In the Articles Configuration view, you can work with the Article Editor as well as update the article’s details such as its knowledge base, topic, article type, and tags. You can also create translations of the article.

Article

This section includes the main editor that is used for creating and updating the main content of the article. In addition, here you can change some of the article’s details.

Article Editor

  • Toolbar
  • Section context formatter

Details

The Details section contains key information about the article. The settings and controls for the article can all be found here.

  • Id. A unique ID for the article. This cannot be changed.
  • Default Language. The language that the article was created in. This cannot be changed.
  • Title. Displayed in many of the lists and within the structure of the associated knowledge base. Because this title is important when users search for knowledge content, make sure to use a title that represents the article’s information in a way that helps users find the article.
  • Owned By. This is automatically set using the name of the person who created the article. Both the current owner and the knowledge base manager can change the owner.
  • Status. This changes when actions are taken on an article.
  • Date Published. The date when the article initially changed from draft to published.
  • Knowledge Base. This is the article’s current knowledge base. If you wish to transfer this to a different knowledge base, you can choose from the list of existing knowledge bases. When changing the knowledge base, you will also need to change the topic.
  • Topic. Signifies where the article is located in the topic tree, which can be seen when browsing the knowledge base.
  • Knowledge Base Article Type. The selected article type can be used for filtering.
  • External Reference. A free-text field to record an external reference number for the article.
  • External Source. A free-text field to record an external source for the article.
  • Visible In Employee Portal. Provided that the knowledge base has been set to be visible in the Employee Portal, turning this setting off hides the article in this portal.
  • Visible In Customer Portal. Provided that the knowledge base has been set to be visible in the Customer Portal, turning this off hides the article in this portal.
  • Created By. The original creator of the article.
  • Last Modified By. The last person to modify the article.

Translations

Here you can add and view translations for the article.

In This Document