Why It Matters
A well-organized Knowledge Base (KB) acts as the single source of truth for both IT staff and end-users. It helps prevent idle time and lost requests by empowering people to quickly find their own solutions, deflecting repetitive tickets before they are even created.
How to Set It Up
- Build Your Categories: First, build your category structure by navigating to Setup → Dropdowns, expanding the Tools menu, and selecting Knowledge Base Categories. Here, you can view your existing categories and open or edit them simply by clicking on their names.
- Draft Your First Article: Head over to Tools → Knowledge Base to access your central repository and click New Article to start writing. This opens a new form starting on the Overview tab, where you can fill in the Subject, assign a Knowledgebase Category, and upload Attachments.
- Set FAQ and Timelines: Still on the Overview tab, you can decide if the article should be highlighted as a frequently asked question by toggling Add in FAQ Section to Yes, and set your publication timeline using the Visible Since and Visible Until fields.
- Refine Your Reach: Once you have added your content and created the article, use the newly available tabs to refine its reach. Navigate to the Targets tab to restrict visibility to specific users or groups, use Associated elements to link related tickets or changes, or click the Service catalog tab to configure exactly how and where the article appears for your end-users.
Next Steps
Log into the employee portal and browse your newly created KB categories to ensure the hierarchy makes logical sense to a non-technical user. Once validated, start linking these articles to ticket resolutions so you can build out your self-service library organically.
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