Creating a New Knowledge Base Article

Issue/Question

How do I create an knowledge base article

Environment

• TeamDynamix

Cause

After search with different keywords, no article is found to use for the ticket, a new article needs to be created

Resolution

Note: If the knowledge base has already been searched and no articles are found that can be used, a new article needs to be added

1. Within the Knowledge Base click +New Article
2. Select Appropriate Category
3. Enter Subject
4. Within the Body Editor Click Templates
5. Select the Knowledge Article Template you want to use
   1. Knowledge Article Template used for customer facing articles, with solutions for the customer
   2. Internal Knowledge Template used for internal articles
      Note: make sure the Category starts with Internal ITS Info otherwise it is visible to the customer
   3. Customer Facing Article with Internal Template
      Note: DO NOT add the ITS Teams in this ITS box, otherwise the customer will start contacting ITS teams directly, it should just contain 1. Follow Internal Article Title. Team Information belongs in the Internal Knowledge Template
6. Fill In the Template to the Best of Your Knowledge, Following Style Guide
7. Fill in the Summary
8. Check Notify Owner on Feedback
9. Click Save
10. If you need to link the article to a ticket, following linking process

Adding Tags

Focus on adding tags for words that do not already exist in the article to improve findability

1. Example: a Datatel tag for articles about Colleague
2. Different spellings (common misspellings)
   • Example:  email, e-mail and wifi, wi-fi, wi fi
   • Example: logging in, log on and login
3. Tags that consist of two words need a hyphen (e.g. article-structure)

Note: Too many article tags can cause search issues, articles could be displayed when not relevant

Adding Font Awesome

Note: Use of Font Awesome will add common icons to your article

1. Click Insert Font Awesome 
2. Browse through the icons available or search 
3. Click the icon you want to use
4. Click Okay