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Using the Knowledge Center

•Getting Help from the Knowledge Center

•Browsing Knowledge Articles for Solutions

•Providing Knowledge Feedback

Getting Help from the Knowledge Center

The Knowledge Center gives you access to articles that might offer a solution to your issue. Knowledge Center articles differ from FAQs and announcements in these ways:

•They are created in the Knowledge Management system, and have gone through an approval process before being published.

•They are rated by users. You can add your own rating and comments to it.

•You can search for articles by category and type.

•If you use an article to you resolve your issue, an incident is automatically opened and closed so that statistics about Service Desk issues and resolutions are kept current.

Browsing Knowledge Articles for Solutions

You can search for knowledge articles from the search bar, or you can use the Knowledge Center to find what you need.

1.Log into the Service Desk Console.

2.From the top header bar, click Knowledge Center. The system displays the Knowledge Center workspace that lists the knowledge articles in all categories.

3.To browse a category, do any or all of the following:

•Click the category name in the Filter by Category pane. If a category has subcategories, click the expand button next to the category name. Select a subcategory to further refine your search.

•Click an article name from the Found Items pane.

4.To continue refining your search, select an article type or a user rating in the Filter your results pane. The Found Items pane shows articles that meet the criteria that you specify.

5.To turn off filtering and expand your search, click the delete criteria icon next to the Search field.

6.To view an article, click its name in the Found Items pane.