Article templates have pre-defined fields structured in a specific order. These
templates help create a consistent structure for knowledge articles.
Using the Knowledge Article Templates feature, as a knowledge administrator (a user with
knowledge_admin role), you can create article templates, add or customize fields in a
template, and activate or deactivate a template.
As a security administrator (a user with security_admin role), you can configure field-level
security in any template to make it visible to specific users.
As an author, you can create articles using pre-defined article templates or any newly
created article templates.
Pre-defined knowledge article templates
Use either the standard template or one of the pre-defined How To, What Is, FAQ or KCS
article templates.
Note:
When you upgrade Knowledge Management to Kingston or
later releases, all existing articles from the earlier version automatically use the
standard template of the upgraded version. For example, if you upgrade Knowledge Management from Jakarta to
Kingston, all existing articles use the standard template available in the Kingston
version.
All pre-defined templates are inactive by default. If you do not activate a template,
the articles automatically use the standard template. As a knowledge admin, you can
activate a template by navigating to . Then in the article template list, set the Active
field to true for one or more templates you would like to activate.
The table below lists the fields available in each template and the name of the template
table.
Table 1. Pre-defined knowledge article templates
| Template name |
Template fields |
Maps to table |
SEO Description Tag |
| FAQ |
|
FAQ [kb_template_faq] |
Question |
| How To |
- Introduction
- Instructions
|
How To [kb_template_how_to] |
Introduction |
| What Is |
|
What Is [kb_template_what_is] |
Introduction |
| KCS Article |
- Issue
- Environment
- Cause
- Resolution
|
KCS Article [kb_template_kcs_article] |
Issue |
| Standard |
Text |
kb_knowledge |
Text |
Activating knowledge article templates
The Knowledge Article Templates feature is activated with the Knowledge Management Advanced
(com.snc.knowledge_advanced) plugin. For details, see Activate the Knowledge Management Advanced plugin.
Deactivating knowledge article templates
You cannot delete an article template because article templates have an associated child
table. Deleting a template would also require deleting the child table. Due to the
limitations on dropping tables, article templates and template columns are explicitly made
non-deletable. Instead you can disable the Knowledge Article Templates feature by clearing
the Active check box on the Article Template form.
Note: The Standard template is available by default and can’t be made inactive.
