Navigate CSM Portal Knowledge Articles

Customers and users can access Knowledge Articles in the supplied Portal to help solve issues without having to log Incidents.

Find Knowledge Articles in the CSM Portal:

  • Using the Search Knowledge Articles control.
  • Using the Knowledge Article dashboard. Open the dashboard by selecting Knowledge Articles on the menu bar.

From a Knowledge Article, users can:

  • Read article content.
  • Allow users and other customers to know if an article resolved your issue:
    • Select Yes if the article helped.
    • Select No if the article did not help. The Incident is logged and a new window opens with the Incident ID.
  • Add a comment by selecting the Add Comment link.

    View or hide comments using the vertical splitter bar.

  • Vote on the Knowledge Article by selecting the Like this Article link to let other customers and users know that the article was helpful or informative.