Create a knowledge block for a knowledge base in Agent Workspace to reuse a piece of content in knowledge articles in that knowledge base.

Before you begin

  • Enable the knowledge blocks feature for the knowledge base where you plan to create blocks. For more information, see Enable knowledge blocks for each knowledge base.
  • You must have contribute access to the knowledge base within which you want to create the knowledge block.

Role required: agent_workspace_user and knowledge

About this task

You can also create blocks when accessing an article panel. For more information, see Add a knowledge block to a knowledge article in Agent Workspace.

Procedure

  1. Navigate to All > Agent Workspace > Agent Workspace Home.
  2. (Optional) Check whether a knowledge block on this subject is already available.
    1. Navigate to Lists > Knowledge Blocks > All.
    2. Set a filter to search for possible matching knowledge blocks.
      • Click a column header. Based on the data type included in the column, in the Filter section, select the filter options or enter the filter conditions you want to apply. For example, for the Workflow column, you can select the following states:
        • Draft
        • Review
        • Scheduled for publish
        • Published
        • Pending retirement
        • Retired
        • Outdated
      • Click the show filter panel icon (Show filter panel icon), and click Advanced view. In the Advanced view dialog box, specify conditions in the All of these conditions must be met field and click Update.
  3. Click New in a Knowledge Blocks list.
  4. On the Knowledge Block form, fill in the fields.
    FieldDescription
    Number Unique number for identifying the knowledge block. This field is automatically populated.
    Knowledge base Name of the knowledge base to which you are adding the knowledge block.
    Category Name of the knowledge category or subcategory associated with the knowledge base.
    Ownership Group Ownership group for the knowledge block. This field appears when the ownership groups feature is enabled (see Ownership groups).
    Note: Knowledge blocks can be used without the ownership groups feature.
    Can Read User criteria to apply for read access at the knowledge block level.
    Note: User criteria set at the knowledge base and knowledge block level control which users can read block content within an article. (For more information, see Select user criteria for a knowledge block.)
    Cannot Read User criteria to apply for cannot read access at the knowledge block level.
    Note: User criteria set at the knowledge base and knowledge block level controls which users can read block content within an article. (For more information, see Select user criteria for a knowledge block.)
    Valid to Date that the knowledge block expires. Once the valid to date has passed:
    • The Knowledge article view page no longer displays expired knowledge block content in the associated knowledge article.
    • Knowledge article searches no longer return knowledge articles if the keywords are contained only in the expired blocks.
    Short description Description of the knowledge block.
    Article body Content of the knowledge block.
    Version Version number of the knowledge block. This field is automatically set to a version number when the article versioning feature is enabled.
    Note: Knowledge blocks can be used without the article versioning feature. To learn more about article versioning, including how to disable the feature, see Article versioning.
    Article type Markup language used for formatting the block. This field is automatically set to HTML because
    Note: knowledge blocks are supported only with HTML knowledge articles.
    Workflow Publication state of the block. This field is automatically set to the publication state of the block, such as Draft, Published, or Retired.
    Note: You can ignore the Source Task field, which is not used.
  5. Click Save.
    The knowledge block is saved and appears in the Unpublished list of Knowledge Blocks in Agent Workspace and additional functionality becomes available on the form.
  6. (Optional) Publish the block by clicking Publish.

    A knowledge block is published depending on the workflow setting of its knowledge base.

    • Knowledge - Instant Publish: The knowledge block is immediately published.
    • Knowledge - Approval Publish: The knowledge block is published on approval completion.

    When published, your knowledge block appears in the Published and All lists under Knowledge Blocks in Agent Workspace. If the article versioning feature is enabled, the version number of the knowledge block is incremented.