Knowledge articles are a source of information that agents might require for cases they work on. As a case agent, you can create knowledge articles that contain information about resolving an issue, your company's policies, and so on. To create articles with different types of information, you must use the available knowledge templates. These templates provide consistent structure for different types of articles. You must create complete and accurate articles that help agents with the required information for their cases. For more information about creating articles, see Best practices for creating knowledge articles.

By default, you have the Knowledge Candidate and Knowledge Contributor roles that enable you to work with knowledge articles. For more information about these roles, see Responsibilities and permissions of a Case Agent.

Before you begin

Ensure that knowledge sets are created and associated with appropriate knowledge templates.

To create a knowledge article

1. Log in to BMC Helix Business Workflows. 

2. Navigate to Create > Knowledge.
   By default, the Line of Business is selected for which you can create an article.

3. Select a knowledge template for the article. Before you start creating the article, you can preview the template and then choose Use selected Template or to select a different template, click Select a different template. 

4. On the Create Knowledge page, enter the article title in the Knowledge Title field and the content in the text box by using the DocEditor.

   Best Practice

   We recommend that you do not change the template of a knowledge article after you enter the content of the knowledge article. If you change the template, you must reenter all the details for the article in the new template.

5. In the Knowledge Metadata section, fill the following fields:

    Description of fields in the Knowledge Metadata section

   Field	Description
   Knowledge Set	To associate a knowledge set with the selected template, select the required knowledge set from the list. Knowledge templates inherit the permissions from the knowledge set and these permissions are applied to the article.
   Company	Select the requester's company for the knowledge article.
   Author	The logged in user is selected by default.
   Article locale	Select the language for the article.
   Assigned Group	Select the group to which the article will be assigned.
   Assignee	Select the user to which the article will be assigned. The article inherits the access permissions from the selected group.
   Assign to me	To assign the article to yourself, click Assign to me.
   Keywords	Add a keyword to the article. You can use this keyword to search for the article from a case.
   Category Tier 1, 2, 3, and 4	Select a category for the article. This classification is useful when you search for the article from a case using the Advanced search options and include the category values.
   Region, Site group, and Site	Select a region, site group, and site for the article. This information is useful when you search for the article from a case using the Advanced search options and select location values.
   Attachments	To attach files to the article, click Attachment. The valid file size is 20 MB.

   Important

   When you view a knowledge article with the view permission, the following read-only fields are displayed:

   • Knowledge Title
   • Article ID
   • Knowledge Status
   • RTF fields
   • View counter
   • Useful counter
   • Knowledge Metadata
   • Flag icon

6. Click Save Knowledge.

The view, edit, and search permissions of knowledge articles are inherited from knowledge sets. To change the permissions of the knowledge article, see To add or remove user access to a knowledge article.

After you create an article, the default status of the article is In Progress. As you work on the article, you can change the article status to reflect the progress on the article. For more information about article statuses, see Changing knowledge article statuses.

If required, you can send the article for an SME review by changing the article status to SME Review. For more information about SME Review, see Reviewing and validating knowledge articles.