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You can build a Knowledge Base (KB) in the Knowledge Management module of ServiceAide Cloud Serviceaide Intelligent Service Management (CSM). KB articles contain useful information, such as solutions to common incidents and responses to frequently asked questions. KB articles are used to resolve the issues that have occurred in the past. |
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- Frequently Asked Questions
- Outage
- News
- Custom
- Known Error
You can use the Outage or News category to define articles that you want to display as announcements. Ticket Center workspace of the analyst users and the Service Center workspace of the self-service users display announcements.
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- Navigate to MANAGE> ADMINISTRATION> Tools> Knowledge Article Categories.
- Click New Category.
- Add an image for the knowledge article category.
Note: Click the information icon to read the details on accepted file formats and image dimensions. - Fill in the required details and click Save. If you want to display a KB article on the Knowledge Management Home page, enable the Show on the Knowledgebase Home? option.
Note: You can display a maximum of ten KB Article Categories on the KB Home page.
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Make a Knowledge Article Category Active or Inactive
You can change the status of the Knowledge Article Category by making it Active or Inactive.