You can create a knowledge base library for your users, providing them with instructions and informational articles that can enhance their understanding of IT basics, and perhaps enable them to handle some routine tasks themselves. Once the library is in place, your users can log in from their Service Portal and access the content.
Notes
- Published articles are viewable by all users. You can set articles to 'internal use only' so only your technicians can view them, or create site specific categories
- To search using keywords, you have to use a "#" before entering the keyword.
Set up a Knowledge Base library
The knowledge base is divided into 3 tabs:
- Categories: Categories are the top level of the hierarchy (e.g., FAQ).
- Sections: Sections are sub-divisions within the categories. (e.g., Printer FAQs).
- Articles: Articles are displayed within the sections. (e.g., Setting up a printer in Windows 10).
Note: Knowledge Base articles can also be created directly from the Knowledge Base page.
Add category
1. Go to Admin > Employee service > Knowledge base.
The Knowledge base page appears.
2. From the Categories tab, enter the Category title and add a description. Then click Create.
Add site specific category
When creating or editing a category, you can choose to make it viewable by specific sites. This means that all articles and sections under the category will only be visible to the end-users of those specific sites.
To add a site specific category:
1. Go to Admin > Employee service > Knowledge Base.
2. From the Categories tab, select the category from the Edit category dropdown menu.
3. Click Add site.
The Select site window appears.
4. Select the site(s). Then click Apply.
5. Click Update.
The knowledge base category is now limited to the selected site(s).
Add section
To add a section within a category:
1. Go to Admin > Employee service > Knowledge base.
The Knowledge base page appears.
2. From the Sections tab, select a category from the Category dropdown list.
3. Create a section title or select one from Products.
4. Add a section description. Then click Create.
Manually create article
You can create articles to your user-facing knowledge base manually, or you can automatically create articles based on tickets using the AI article generator.
To add an article manually:
1. Go to Admin > Employee service > Knowledge base.
The Knowledge base page appears.
2. From the Articles tab, select a section from the Display in section dropdown list.
3. Enter the article title.
4. Optional: Select the priority (Low, Medium, or High), the status (Active, Draft, Outdated), and add any keywords.
Note: Articles appear in order based on priority from low, medium, to high.
5. Enter the article content.
Note:If you want to create an internal article for your technicians, check the For internal use only checkbox.
6. Click Create.
Create an AI-generated article from a ticket
In addition to manually creating a knowledge base article, you can generate an article directly from a ticket conversation. It's a simple and quick way to build a resource for common and complex questions, saving time searching for solutions in the future. Learn more about how to create an AI-generated article from a ticket
Edit Knowledge Base articles
Existing articles can be edited.
To edit a Knowledge Base article:
1. From Knowledge Base (on the sidebar), click the article you want to edit.
The Article page appears.
2. Click Edit. The Knowledge Base page appears.
3. Edit the article. When you're done, click Update.
Search for Knowledge Base articles
You and your users can search for specific knowledge base articles from within Atera or the Service Portal.
To search for an article:
Enter the full or partial name of the article or the keyword. Then click Enter.