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    Home Madrid Now Platform Capabilities Now Platform capabilities Knowledge Management Configure Knowledge Management Create a knowledge base

    Create a knowledge base

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    Create a knowledge base

    Create a knowledge base to provide a self-service platform for users to store, share, and manage content. Configure knowledge bases into product or service categories and manage user access based on permissions. Customize workflows for publishing and retiring articles in the knowledge base.

    Before you begin

    Understand the requirements for setting up a knowledge base.

    Role required: knowledge_admin or admin

    Procedure

    1. Navigate to Knowledge > Administration > Knowledge bases.
    2. In the Knowledge Bases list, click New.
    3. On the form, fill in the following fields as appropriate:
      Table 1. Knowledge base form
      Title Description
      Title Unique name for the knowledge base.
      Icon An image that provides a visual reference to describe the knowledge base. This image is displayed next to all articles from this knowledge base in the article search results page.
      Disable commenting Option to disable commenting. If selected, users cannot comment on articles in the knowledge base.
      Disable suggesting Option to disable edit suggestions. If selected, users cannot suggest edits to articles in the knowledge base.
      Disable category editing Check box to disable editing of knowledge categories. If selected, only knowledge managers can add or edit knowledge categories for the knowledge base.
      Checklist Checklist to evaluate the quality of articles in the knowledge base.
      Owner The user responsible for the knowledge base. A knowledge base owner can assign other roles to the knowledge base.
      Manager Users who perform administrative functions on the knowledge base.
      Publish workflow The workflow for publishing the articles in the knowledge base.
      • Knowledge - Instant Publish: publishes articles in the knowledge base without requiring an approval.
      • Knowledge - Approval Publish: requests approval from the manager of the knowledge base before moving the articles to the published state.
      Retire workflow The workflow for retiring the articles in the knowledge base.
      • Knowledge - Instant Retire: retires articles in the knowledge base without requiring an approval.
      • Knowledge - Approval Retire: requests approval from the manager of the knowledge base before moving the articles to the retired state.
      Active Option to indicate that the knowledge base is active. If not selected, only users with the admin role can create or view its articles.
      Enable social questions and answers Option to enable social Q&A for articles in the knowledge base.
      Description A short description to describe the knowledge base.
      Set default knowledge field values Default configuration settings for the knowledge base.
      Related products List of products related to the knowledge base content.
    4. Right-click the form header and click Save.
    5. In the related list section, view or configure the following items related to the knowledge base:
      Name Description
      Knowledge List of knowledge articles stored in this knowledge base.
      Questions List of Social Q&A questions stored in this knowledge base.
      Can Read The Can Read user criteria list for this knowledge base.
      Note: It is recommended to assign appropriate user criteria to secure read access. See, Select user criteria for a knowledge base.
      Can Contribute The Can Contribute user criteria list for this knowledge base.
      Note: It is recommended to assign appropriate user criteria to secure contribute access. See, Select user criteria for a knowledge base.
      Featured Content List of knowledge articles that appear in the homepage Featured Content section based on the corresponding keyword search set for each article.
      Knowledge Categories List of knowledge categories associated with this knowledge base.
    6. Click Submit.
    Related tasks
    • Enable social Q&A for a knowledge base
    • Create a custom knowledge homepage
    Related concepts
    • I18N - Knowledge internationalization
    Related reference
    • Knowledge workflows
    • Knowledge properties

    Tags:

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    Release version
    Choose your release version

      Create a knowledge base

      • 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

      Create a knowledge base

      Create a knowledge base to provide a self-service platform for users to store, share, and manage content. Configure knowledge bases into product or service categories and manage user access based on permissions. Customize workflows for publishing and retiring articles in the knowledge base.

      Before you begin

      Understand the requirements for setting up a knowledge base.

      Role required: knowledge_admin or admin

      Procedure

      1. Navigate to Knowledge > Administration > Knowledge bases.
      2. In the Knowledge Bases list, click New.
      3. On the form, fill in the following fields as appropriate:
        Table 1. Knowledge base form
        Title Description
        Title Unique name for the knowledge base.
        Icon An image that provides a visual reference to describe the knowledge base. This image is displayed next to all articles from this knowledge base in the article search results page.
        Disable commenting Option to disable commenting. If selected, users cannot comment on articles in the knowledge base.
        Disable suggesting Option to disable edit suggestions. If selected, users cannot suggest edits to articles in the knowledge base.
        Disable category editing Check box to disable editing of knowledge categories. If selected, only knowledge managers can add or edit knowledge categories for the knowledge base.
        Checklist Checklist to evaluate the quality of articles in the knowledge base.
        Owner The user responsible for the knowledge base. A knowledge base owner can assign other roles to the knowledge base.
        Manager Users who perform administrative functions on the knowledge base.
        Publish workflow The workflow for publishing the articles in the knowledge base.
        • Knowledge - Instant Publish: publishes articles in the knowledge base without requiring an approval.
        • Knowledge - Approval Publish: requests approval from the manager of the knowledge base before moving the articles to the published state.
        Retire workflow The workflow for retiring the articles in the knowledge base.
        • Knowledge - Instant Retire: retires articles in the knowledge base without requiring an approval.
        • Knowledge - Approval Retire: requests approval from the manager of the knowledge base before moving the articles to the retired state.
        Active Option to indicate that the knowledge base is active. If not selected, only users with the admin role can create or view its articles.
        Enable social questions and answers Option to enable social Q&A for articles in the knowledge base.
        Description A short description to describe the knowledge base.
        Set default knowledge field values Default configuration settings for the knowledge base.
        Related products List of products related to the knowledge base content.
      4. Right-click the form header and click Save.
      5. In the related list section, view or configure the following items related to the knowledge base:
        Name Description
        Knowledge List of knowledge articles stored in this knowledge base.
        Questions List of Social Q&A questions stored in this knowledge base.
        Can Read The Can Read user criteria list for this knowledge base.
        Note: It is recommended to assign appropriate user criteria to secure read access. See, Select user criteria for a knowledge base.
        Can Contribute The Can Contribute user criteria list for this knowledge base.
        Note: It is recommended to assign appropriate user criteria to secure contribute access. See, Select user criteria for a knowledge base.
        Featured Content List of knowledge articles that appear in the homepage Featured Content section based on the corresponding keyword search set for each article.
        Knowledge Categories List of knowledge categories associated with this knowledge base.
      6. Click Submit.
      Related tasks
      • Enable social Q&A for a knowledge base
      • Create a custom knowledge homepage
      Related concepts
      • I18N - Knowledge internationalization
      Related reference
      • Knowledge workflows
      • Knowledge properties

      Tags:

      Feedback

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