Create and Manage Knowledge Base Article Categories

You can build a Knowledge Base (KB) in the Knowledge Management module of Serviceaide Intelligent Service Management. 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.

The administrator can create and manage knowledge base article categories for the efficient management of the articles. The article categorization helps in easy retrieval of the required information from the knowledge base. Both analysts and administrators are responsible for the creation and management of KB articles. A KB Article Category is a required field for creating KB Articles.

The application includes the following predefined KB article categories:

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.

View, Search, and Filter KB Article Categories

To view a list of all the KB Articles navigate to MANAGE> ADMINISTRATION> Tools> Knowledge Article Categories. A list of all the KB article categories appears on the left column. You can sort this list that is based on KB Article Category Name (A-Z), Last Modified Date, and Created Date. You can also search a particular KB article category from the list that is based on KB article category name and description. Click Filter to apply filter on this list that is based on:

Type

Predefined
Custom

Status

Active
Inactive

Show On Knowledge Base Home?

Yes
No

Create KB Article Categories

Follow these steps:

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.

You have successfully created a knowledgebase article category. You can use it to categorize the articles.

Make a Knowledge Article Category Active or Inactive

You can change the status of the Knowledge Article Category by making it Active or Inactive.