Create a New Knowledge Article

This procedure walks you through the typical steps to create a new Knowledge Article (KA).

To create a new KA:

  1. In the CSM Desktop Client or CSM Browser Client, select File > New > New Knowledge-IT.
    A new KA record is logged with a unique ID and a status of Draft.
  2. Complete the fields on the Overview tab. See Knowledge-IT Forms.
  3. Select Save to save the information. If you select Cancel, your KA will not be saved.
  4. Once you are done creating a draft KA, select Next: Technical Review.The KA status changes to Technical Review.
  5. The default Knowledge Article workflow automatically routes the form through the appropriate phases for review and publishing. See Knowledge Article Workflow One-Step Actions for specific information about each phase of the workflow.