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Knowledge Base in Service Desk is all about making sure that the information and knowledge (information, problems, solutions and guides) are well-categorised, easy to access, and useful for everyone within the organisation. Knowledge is one of the most valuable assets of an organisation. This article explains on how to create and share information in various forms across an organization using knowledge base articles.
The Knowledge Base module in Service Desk is structured as follows
- Sections
- Articles
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External Articles
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Internal Articles
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Drafts
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- Articles
What is a Section?
A Section is a categorized division within the knowledge base. It groups related articles, aiding navigation and content discovery for users. Sections can be organized hierarchically, with Parent and Sub Sections.
Required Permission
Manage Knowledge Base of a Team
- This is a Team level - Managerial Permission
- Only the users with this permission will be able to
- View the Knowledge Base module
- Manage Sections
- Manage Articles
- All the above is based on the team(s) they are part of.
- You can enable this permission by navigating to Roles and Permissions > Role type: Team > Managerial tab > Knowledge base section
How to create a new Section?
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Navigate to Service Desk Main Menu > Knowledge Base > Sections
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Click on the + button or the Create Section button on the page
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The Create Section right panel will open up. Provide the following details in the form displayed
| FIELDS | DESCRIPTION |
| Name* |
Provide the name of the Section. |
| Description |
Provide a brief description of the Section. This will be displayed in the Support Center. |
| Parent Section |
Select the Parent Section to which this section should be added as Sub Section. The list of sections created already will be listed in the dropdown here. |
| Managed By Team* |
- Select the team(s) who manages this article. - Only, the agents and the admins in the selected team(s) will be able to update or make changes to this section and its articles under the Knowledge Base Admin module. |
|
Associate Teams |
Select the team(s) who should be able to view this article. |
*mandatory fields
- Once the required details are provided, Click on Save button.
- A new section will be created and you will be directed to the Section Details - Read-Only Right Panel
- You can then create external, internal or draft articles and associate it within the newly created section.
Section Details - Right panel
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Once you click on a section row item on the listing page, a Read-Only Right Panel with the Section Details will be displayed.
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The list of following details will be available here for quick preview
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Section Name
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Description
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Parent Section
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Managed By Team
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List of Team who can manage and make changes to the section and its associated articles
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Associated Teams
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List of Team who can view this section and its associated articles in Support Center > Knowledge Base
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External Articles
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List of external articles associated to the section
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Internal Articles
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List of external articles associated to the section
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Editing a Section
- Clicking on the Edit link button on top of the read only pane will enable the edit mode of the section.
- You can then update the above mentioned fields and information.
- Then click on Save button to save the changes.
Deleting a Section
- Clicking on the Delete link button on top of the read only pane will open up the Delete Confirmation popover.
- Click on Delete button to delete the section.
