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Create a knowledge article

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Create a knowledge article

Knowledge contributors can create and edit knowledge articles within a knowledge base to share information across your organization.

About this task

Users with at least one role can create and edit knowledge. These users are known as knowledge contributors. Users without any role can read articles and submit feedback, but cannot create or edit articles.

Some knowledge bases may allow only certain users to contribute. For example, a member of the IT department can create knowledge articles in the IT knowledge base, such as desktop support information or articles describing company IT processes.


  1. Navigate to Self-Service > Knowledge.
  2. Click Create An Article.
    Button for creating an article
    Note: You must have user criteria "Can contribute" permission for at least one active knowledge base, otherwise the Create An Article button does not appear. See Knowledge Management v3 migration and Knowledge manager.
  3. Select an article template.
    Note: To view an article template, you must activate the article templates feature and enable the desired templates. For more information, see Knowledge article templates.
  4. Fill in the fields on the form, as appropriate.
    Table 1. Knowledge form
    Field Description
    Knowledge Base The knowledge base selected for this article.
    Note: An article can only be associated with one knowledge base.
    Category The category for this article. Select a Knowledge Base before you can select a category. Articles without a category appear on the knowledge homepage in the (empty) category.
    Published The date this knowledge article was published. This value is set when the article is published.
    Valid to The date this knowledge article expires. Articles do not appear in search results after the valid to date, or if the valid to date is empty.
    Article type The type of article, either HTML or wiki.
    Note: This field is only visible in the standard template.
    Workflow [Read-Only] The publication state of the article, such as Draft or Published. When inserting a new article from an existing article, the state of the new article is reset to Draft.
    Source The task this knowledge article was created in response to, if any. This field is set automatically when you create the knowledge article from a task record.
    Attachment link Check box for downloading an attached file automatically when a user accesses the article, instead of opening the article view. Add one or more attachments to the article to use this option.
    Note: You may attach multiple files, but most web browsers permit users to download only the first one. To ensure download of all the files, bundle them into an archive, such as with WinZip, and attach the archive. The Attachment link option applies to articles accessed from search links only. Articles accessed from links within other knowledge articles will not automatically download an attached file.
    Display attachments Check box for displaying attachments to users viewing this knowledge article. Attachments appear below the article text. Add one or more attachments to the article to use this option.
    Short description The title of the article. This title appears when browsing and searching knowledge, and at the top of the article.
    Text Content for the article. Use the HTML editor to create content. A preview of the content appears when browsing and searching knowledge.
  5. Click Submit to create the article.

What to do next

After saving the article record, you can add tags to further organize the article.

Any additional steps required to publish the article, such as approvals, depend on the publishing workflow for the knowledge base.
  • If there is no approval workflow set up, the article is immediately published.
  • If there is an approval workflow set up: If the article is approved, it is published. If rejected, the article state is changed to Draft.