Knowledge-IT Portal Form
Using the Knowledge-IT Portal form, a customer can edit the Knowledge Article (KA) if they are the owner; otherwise, most fields are read-only.
Only members of the Portal Workgroup Manager security group have the rights to create new Knowledge Articles in the CSM Portal. Customers can contribute by adding comments and providing feedback on whether the Knowledge Article resolved the issue.
The following table describes the fields on the Knowledge-IT Portal form.
|Title||Title of the KA.|
|Description||Description of the KA.|
|Did you like this article?|
|Like button||Select to "Like" the KA.||One-Step™ Action (Like Increment): Increments the appropriate Popularity Count by one (1). You can only vote once per session.|
|Did this resolve your issue?|
|Yes||Select to indicate that the KA helped resolve your issue.||One-Step Action (Issue resolved via Portal - show usage): Increments the KA usage count by one (1) when a Portal customer indicates that this KA resolved the issue. Also displays a pop-up message to thank the customer for her feedback.|
|No||Select to indicate that the KA did not resolve your issue.||One-Step Action (Issue not resolved via Portal-log Incident): Prompts a Portal customer to describe why the KA did not resolve her issue. Also displays a pop-up message saying an Incident has been created and provides tracking information.|
|Add Comment||Select to launch the Prompt window, and then provide a comment about the KA.||One-Step Action (Add Comment): Creates a Journal-Note to capture the comment; the Journal appears on the Journals tab (Arrangement area).|