Write knowledge base articles for your customers
Knowledge base articles let you share information and know-how with your customers to help resolve work items sooner. For example, if you receive a lot of requests on how to get an access card, you can write a how-to article explaining the steps to share with customers. Find out how to set up your knowledge base.
Create knowledge base articles
Before you can start creating articles, your service space must have at least one knowledge base space linked to it. Find out how to link knowledge base spaces to your service space.
In your space, select Knowledge base
In your external knowledge base, select Create article.
Select the knowledge base space you want to create your article in and select Next.
Write your article.
If you’re not sure how to start, select one of the available templates. While writing, a draft is automatically saved. Find out how to use templates to create articles.
Once complete, select Publish. If you aren’t ready to publish the article yet, select Close to save it as a draft. You can always find it later under Drafts.
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