Documentation

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How can we help?

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How Knowledge content is accessed

Once an end user has been granted access to Knowledge, that user can find articles in several ways:

  • global search
  • through Search on the portals
  • in the Knowledge Base Articles widget that can be added to the portals
  • in the Services widget against the articles’ associated service

Knowledge articles also can be surfaced when service desk agents raise requests. The agent can begin typing in the Summary field of a new incident and then immediately see relevant articles. The agent can then use the articles to support the customer directly, or share them with the customer.

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