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    Home Madrid Now Platform Capabilities Now Platform capabilities Knowledge Management Configure Knowledge Management Knowledge article templates

    Knowledge article templates

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    Knowledge article templates

    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 Knowledge > Administration > Article Templates. 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
    • Question
    • Answer
    FAQ [kb_template_faq] Question
    How To
    • Introduction
    • Instructions
    How To [kb_template_how_to] Introduction
    What Is
    • Introduction
    • Explanation
    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.
    • Create an article template and use it to create a knowledge article

      Create new article templates in addition to the pre-defined templates. Add new fields based on how you want to customize and display your content.

    • Restrict access to fields in an article template

      Use encryption context to set field-level security in article templates and display the fields based on role permissions.

    • Generate SEO information for articles using article templates

      Improve the searchability of knowledge articles by using the content in an article template field to generate SEO tags for articles created using that template.

    Tags:

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    Release version
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      Knowledge article templates

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Knowledge article templates

      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 Knowledge > Administration > Article Templates. 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
      • Question
      • Answer
      FAQ [kb_template_faq] Question
      How To
      • Introduction
      • Instructions
      How To [kb_template_how_to] Introduction
      What Is
      • Introduction
      • Explanation
      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.
      • Create an article template and use it to create a knowledge article

        Create new article templates in addition to the pre-defined templates. Add new fields based on how you want to customize and display your content.

      • Restrict access to fields in an article template

        Use encryption context to set field-level security in article templates and display the fields based on role permissions.

      • Generate SEO information for articles using article templates

        Improve the searchability of knowledge articles by using the content in an article template field to generate SEO tags for articles created using that template.

      Tags:

      Feedback

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