Knowledge management deals with gathering, analyzing, and storing of knowledge and information within an organization. A knowledge article contains information about troubleshooting frequently occurring or previously reported incidents, instructions for setting up or configuring an IT service. Knowledge articles also contain news, solution details, and about supported system or services. Knowledge articles can be made available to users by assigning permissions to appropriate support groups or roles.

The knowledge base provides you with information about how to handle an Incident or problem that has previously occurred. The knowledge base can be used to expedite the issue resolution process and improve service delivery.

To improve readability, you can use the features embedded in the application to address business issues or provide information to the user about a new feature. The HTML or Rich Text editor comes with a list of features that enhances the quality of the content and is more appealing. Some of the crucial features are, to:

Add multiple images with a drag and drop feature.
Insert a hyperlink, video, and widget.
Highlight key information
Use numbered and bulleted lists
Use colored fonts and indentation

With the required permissions, you can also create knowledge articles. All new articles are created in the Draft state. Once created as a draft all knowledge base articles can be reviewed, refined, and set as Approved. Once approved, an article can be made available to different support groups or roles. You can also suggest solutions from tickets to be included in the knowledge base. The solutions items get added to the knowledge base in draft state.

This section helps you understand how to create knowledge base articles and use them in resolving user requests.

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