Knowledge Article Features and Capabilities

CSM Knowledge Articles (KAs) have numerous features and capabilities.

• Business Object: Under the Knowledge Article Group Business Object, use the dedicated Knowledge-IT Business Object to create and manage KAs.
• Workflow: Use the default Knowledge Article Workflow to move a KA from Draft to Retired.
• Forms: Use the default Knowledge-IT Forms to log, manage, track, and use KAs. The forms display important, at-a-glance information, such as KA ID, Status bar (current and next status), and record ownership. Prior to publishing, use the form fields for the tab selected to create the KA. Once published, the KA appears in a more streamlined format for easier reading. On the right, Article Stats and an Actions list display.
• One-Step Actions: The default Knowledge Article One-Step Actions assist in the automation of the Knowledge Article workflow.
• Teams: The default Knowledge Management Teams review and publish KAs using the IT Knowledge Manager Dashboard.
• Dashboards: Knowledge Management Teams use the default IT Knowledge Manager Dashboard to manage the KA workflow.
• Quick Search: Quickly locate all KAs by running a quick search, or search for a particular KA or set of KAs by refining the search criteria to a word/phrase, timeframe, status, etc. Use search group to save/run commonly-run searches.
• Saved Searches: Use saved searches to quickly locate/filter KAs, or to automate searching on dashboards.
• Security: Secure KAs by controlling who can view, create, edit, and delete records.
• Creation flexibility: Log a KA manually or from an Incident/Problem.
• Linked records: Link child records to a parent KA record to keep supporting information at your fingertips and to ensure data relationships. Linked child records are displayed in the KA form arrangement.
• History and Revision tracking: Use linked Journals to track important status and field changes.
• User and Customer comment tracking: Use linked Journals to track user and customer comments.
• Email correspondence tracking: Use linked Journals to track email correspondence.
• Popularity and usage counts: Use voting on KA forms in CSM and in the CSM Portal to track popularity and usage. View statistics on the KA forms and IT Knowledge Manager dashboard.
• Rich Text: Use rich text to complement your content by adding formatting and images/screenshots.
• Automated review cycle: Use Review Date to schedule KA reviews. By default, reviews are automatically scheduled one year from the publish date. This date can be manually modified, as needed.
• Retirement: Retire out-of date KAs.
• Automation Processes: Use Automation Processes to automatically publish KAs and send notification emails.