TDX Knowledge: Create/Edit a Knowledge Base Article

To Create a New Knowledge Base Article

Before creating a new Knowledge Base article.
Verify that there isn't an existing KB article that covers the topic.

Search for duplicate KB articles: IT Knowledge Base or Internal

1. From the Client Portal, Navigate to Knowledge Base on the purple bar
2. Select the Category in which you’d like to create a new article
3. Click +New Article
4. Leave the Order field as is
5. Enter the Subject (article title)
6. Enter article content in the Body field

• Optional: Add an image 

7. Leave Article Summary blank

• This field is not required

8. Enter article Tags. Tags allow users to search for articles using keywords

• New tag names may only contain alpha-numeric characters or hyphens (a-z, A-Z, 0-9, -) with no spaces

9. Click Save, then click Submit Article button to the right

Before submitting your KB article:

10. Click on Edit Article button to the right
11. Go to the Settings tab and navigate to Owner

• Change the owner from yourself to the appropriate Group
• Click the magnifying glass to search for groups

12. Check the box Notify Owner on Feedback
13. Click Save
14. Return to the KB article and click Submit Article

The KB publisher group will review and "Approve" or "Reject" the new KB article.
An email notification will be sent to the KB group owner once the KB is Approved or Rejected.

To Edit a Knowledge Base Article

1. Open the Knowledge Base article
2. Click the Edit Article button to the right.
3. Click Save as Draft once your changes have been completed.

The KB publisher will review and publish your KB changes.
No email notification will be sent.