Service Manager

Using the Knowledge Center

You can access all the articles available in the Knowledge Center workspace which might help you to solve an issue or find a workaround for the issue you are facing. Knowledge Center articles differ from FAQs, following are some of the features of Knowledge Center:

•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 rating and comments to it.

•You can search for articles by category and type.

•If you use an article to 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 using the search bar, or you can use the Knowledge Center to find what you need.

1.Log in to the Service Desk console.

2.Click Knowledge Center from the top header bar.

The application displays the Knowledge Center workspace that lists knowledge articles in all categories.

Sort and Group Knowledge Articles

To sort the articles, click Sort by and select from the options.

Search and Filter Knowledge Articles

You can search and filter knowledge articles by using the following options:

•Search bar - type the keyword in the search bar and press the ENTER key or click the search icon. The application display all the articles matching the keyword.

•Filter By Category panel - click on a category to filter and view articles for the selected category. Click All categories or the Clear all search criteria icon to clear and view all articles.

•Filter Your Results panel - click on an option to filter and view by the selected filter option. Click the Clear all search criteria icon to clear and view all articles.

For more information on using the search feature, see Using Search.