Knowledge Management guide for users
After knowledge bases are set up, you can start searching and creating articles.
Requirements
Role required: All users can read knowledge articles. Users with the knowledge or any other fulfiller role, such as sn_customerservice_agent, can create and edit knowledge articles in a knowledge base, unless the knowledge manager has restricted access to the knowledge base or knowledge articles.
If you need these permissions, contact the knowledge manager or knowledge administrator for the knowledge base.
What to do
Create knowledge articles
If you have the required permissions for a knowledge base, you can create articles for it. You can Create a knowledge article from an incident in Service Operations Workspace or by importing Word documents.
You can also create knowledge articles from incidents and problems.
Search for knowledge articles
From the Knowledge homepage, you can select a knowledge base to search for articles and answers. You can view only the knowledge bases to which you have access.
Access to knowledge using your mobile device is supported.
Next steps
After articles are created, you can perform the following tasks to make sure that articles are organized in the right knowledge bases and retired when appropriate. If existing knowledge bases do not fit your needs, you can request a new knowledge base.
Parent Topic:Using Knowledge Management