Knowledge articles are documents, created by people inside the organization that allow the organization’s IT professionals and users to understand and remediate problems. To create a knowledge article, perform the following steps:
1. In the Library workspace of the Service Manager console, click the Knowledge node.
2. In the Tasks menu, click Knowledge, and then click Create Knowledge Article.
3. On the General tab of the Knowledge Article dialog box, shown in Figure 1, provide the following information:
- Title Name of the knowledge article.
- Description Summary of the knowledge article.
- Keywords Knowledge article keywords.
- Knowledge Article Owner Person responsible for the knowledge article.
- Tag Metadata tags for the article.
- Language The language in which the knowledge article is written.
- Category Knowledge article category.
- Comments Any comments on the article.
- External Content Any links to external documentation hosted on the Internet.
- Internal Content The content of the knowledge article, containing the information that the IT Professional or the user will use to resolve a problem.
FIGURE 1 Knowledge articles
