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Create knowledge manually

Create knowledge manually

You can create knowledge base articles directly in the Knowledge form.

Before you begin

Role required: admin, knowledge_admin, or knowledge


  1. Navigate to Knowledge > Create New.
  2. Select a Category for the article using the category picker.
    When you select a category in the category picker, any associated subcategories appear in the next column. Select the most appropriate category from any column.
  3. Enter a Short description to identify the article in the knowledge portal and search results.
  4. In the Text field, enter the article's content.
    Use HTML or Wiki markup to format the content, according to the Article type selection.
  5. Complete the form, as appropriate.
    This table describes all fields and buttons on the Knowledge form. Some fields are available only to users with specific roles.
    Table 1. Create knowledge article form
    Field Input value
    Number Do not modify. The record number is assigned by the system and should not be changed.
    Knowledge base Select the knowledge base in which the article belongs.
    Category Select a category using the category picker.
    Published Enter the date the article was published. The current date is used by default.
    Valid to Enter the date when the article expires. Only published articles within the valid date range are visible to most users.
    Image Click the lookup icon to select an image that was previously uploaded to the database. The image appears as an icon beside the article name in the knowledge portal.
    Article type Select the markup language to use for formatting the article.
    • HTML: the Text field offers a WYSIWYG interface with a toolbar to apply formatting and create links. Click the HTML icon on the toolbar to display HTML mode, where you can view and format with HTML markup.
    • Wiki: the Text field offers the Wikitext icon that toggles between a preview of the formatted text and an edit field where you can enter text with Wiki markup language to define formatting.
    Workflow The workflow state for the article: Draft, Review, or Published. Generally, only published articles appear in the portal. Users with role-based permissions might also see articles in the draft or review state in the portal and search results, depending on administrator settings.
    Source Click the lookup icon to select the task that formed the basis for this article, if any.
    Roles Specify user roles to limit who can view the article. Otherwise, all users can view the article after it is published.
    Attachment link Select this check box to have this article's link open a file attachment. To upload the attachment, click the paperclip icon in the upper right corner. The link in the knowledge portal or search results opens the attachment instead of navigating to the text of the article. You can link to one attachment per article.
    Display attachments Select this check box to display a list of attachments below the article. Although you can link to only one attachment (see the Attachment link field), you can attach multiple files and list them below the article in article view.
    Short Description Enter text to appear as a title for the article in the knowledge portal and search results.
    Text/Wiki Enter the text of the article. This area accepts either HTML or Wiki Markup, according to the selected Article type.
    Update Click the Update button to save any changes made to the form and return to the article list. To save changes and stay on the form, right-click the header bar and click Save.
    Mark Public / Mark Internal Click the Mark Public button to make the article accessible to everyone. This action sets public as the role for the article.

    Click the Mark Internal button to make the article accessible only to the roles specified by the administrator. If no roles are specified, the article is available to the public and there is no change.

    Search for Duplicates Click this button to search the knowledge base for existing articles that contain similar content.
    Delete Click this button to delete the knowledge article from the system. You must confirm the request before the record is deleted.
    Note: If you include a permalink URL to another knowledge article, do not include the <span id="permatext"> tag that is part of the permalink CSS. If you do, the normal permalink at the bottom of the article does not render correctly.
  6. Click Submit.