How To
Question
- How do I create and submit new Knowledge Base Article?
- How do I edit a Knowledge Base Article?
Steps to Create and Submit a Knowledge Article
Before you begin verify there is not an existing Knowledge Article that would duplicate information.
1. From the client portal, select Knowledge Base and browse to the category you would like the article to reside.
2. Select New Article from the options on the right
3. Enter the Category your article will be placed in by selecting the magnifying glass to display the category selections.
Note: If there is not a category that fits, please work with the Service Management Team to propose a new category.
4. Order field: Leave at the default value.
5. Subject field: Enter the title of the article.
6. In the Body of the article select the Templates drop down menu and select Template: Knowledge Base Article. follow the instructions in the template replacing text with your information. The template also formats the article to meet standards.
Note: You can view other Submitted Knowledge Base articles as a reference.
7. Summary field: Enter a short description that would be useful for a user to determine what they will learn from the article.
8. Tags field: Enter in keywords in order for the article to appear in search results when the key word is used.
9. Status field: select 'Submit' from the drop down menu for the Service Management Team review and publish.
10. Next Review date: Change the review date, reviews should be done every 6 months or annually depending on content.
11. Owner field: Select the person responsible for reviewing the information and ensuring it is updated.
12. Notify Owner on Feedback: make sure this option is checked, the owner will receive an email each time someone comments on the article. The owner will be expected to read the feedback and follow up as needed.
Steps to Edit a Knowledge Article
1. Access the TeamDynamix Client Application Portal
2. Click on the Knowledge Base
3. Search for the article
- Search the client portal by typing the subject of the article or keyword in the search bar.
- You may click on My Articles to see a default list of all the articles you are listed as the owner. You may modify the filter fields to further refine your search.
4. Click the link to the article subject to open the article.
5. Click the edit article button to open the article for editing.
6. Edit the article and when you are finished select Update Article on the bottom left.
Additional Notes
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Articles may be rejected with a brief explanation. Articles may be rejected due to: duplication of existing information; need for further clarification or for modifications needed to improve information or format consistency.
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Content should employ use of website links when information is owned by an external source, for example, MinnState, Microsoft, this minimizes information management and duplication efforts.
Resources