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KB articles are intended to provide valuable information to both your agents and customers. The articles can include information such as:

  • Best practices
  • Frequently asked questions
  • Interoperability information
  • Scenario or solution-based content
  • Tips and tricks
  • Troubleshooting and workarounds

To upload an article to the content library:

  1. On the Configure tab, click Knowledge Base > Content Library.
    The Knowledge Base Content Manager window appears.
  2. Click Upload Content.
    The Article Form window appears.
  3. Select one of the following options:
    • File: This option is selected by default. Retain the status if you want to upload the file containing the article from your computer.
    • Webcrawl: Select this option if you want to specify the URL containing the article.
  4. Select one of the following options:
    • Private: This option is selected by default. Retain the status if you do not want the article to be accessible to your customers.

    • Public: Select this option if you want the article to be accessible to your customers. 

  5. Specify values in the fields.

    For information about the fields, see KB Article Field Descriptions.

  6. If you want to publish the article, click Publish. Otherwise, click Save.

    • After the article is published, its status might be temporarily PENDING.
    • After you attempt to publish the article, if the status changes to COMPLETED WITH ERRORS, attempt to publish the article again.

    Only published articles appear on a KB portal.

    The article is uploaded, and it appears in the table in the Knowledge Base Content Manager window.

    For information about the Knowledge Base Content Manager window, see KB Content Manager.

To modify an article, publish it, or move it to the draft status:

  1. In the row displaying the article, in the Edit column, click the pencil icon  .
    The Article Form window appears.

  2. Modify the values in the fields as required.

    You cannot modify the article type (that is file or webcrawl).

  3. Optional: If the article is not published and you want to publish it, click Publish. If the article is already published and you want to move it to the draft status, click Unpublish.
  4. Click Save.
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