Write and publish a knowledge article

Write it

1. 1

   Step 1: In Knowledge base, choose Write an article.

2. 2

   Step 2: Give it a Title and Category, and choose Who can read it once published: Agents only for internal workarounds, or Everyone in the workspace. Then choose Start writing.

   

3. 3

   Step 3: Write the body. Add a Summary (shown in search results) and Other words people use, so searches find it.

   Your work is saved as you go; the status says Saved.

   

4. 4

   Step 4: Choose Save and send for review.

Review and publish it

1. 1

   Step 1: A publisher opens Review queue and picks the article from Waiting for review.

   

2. 2

   Step 2: They choose Approve and publish, optionally add a note for the author, and choose Publish. Or they choose Send back with what needs changing.

   

• The author is emailed when the article is published or sent back.
• Editing a published article creates a new version. Readers keep seeing the old one until the new one is approved. Version history compares any two versions.
• Each article has a review date (12 months by default). Articles past it appear under Due to be checked; choose Still accurate to confirm one.
• Insights shows views, how often articles stopped a ticket being raised, and which are least helpful.