Knowledge Base Article and Article Templates (Episode 21)

• Knowledge Base is a collection of articles that are used by the service team to solve customer cases or provide information.
• An Article Template provides structure and determines how the Article is displayed to users.
• An article can be searched by Knowledge Base Search Control, Quick Find In Grids and Global Search.

NOTE: Use the new Knowledge Article Template entity. The old Article Templates have been depreciated and no longer in use.

How to Access Knowledge Article Templates?

In the Customer Service Hub, change the area to Service Management. Then select the option Article Templates.

How to Search KB Articles?

There are three ways to search KB Articles:

• Knowledge Base Search Control

  In the app, select a case by navigating to Service > Cases. In the Related section (also known as Reference panel), select Knowledge Base Search and search for knowledge articles using keywords in the search box.

  

• Quick find in Grids

  In the app, go to Service > Knowledge Articles, and select the search box to search the knowledge base using keywords.

  

• Global Search

  Select the Search icon on the navigation bar to do a global search for knowledge base articles. Global search lets you use Categorized search or Relevance search.