Article Content tab

Updated in 8.7

The Article Content tab allows you to manage the general properties of the Knowledge Base Article and edit its content:

  • Title - displays the meaningful title of the Article. This field is mandatory.

  • ID - displays the auto-generated number of the Article.

  • Author - displays the Article author. When the field is filled out, clicking its caption opens the details of the Person in a fly-out preview form. To access its full form, click the hyperlinked field label with the wheel mouse button, or click the Edit icon in the fly-out preview form. The object record will be opened in a new tab.

  • Owner - allows you to associate the Article with a responsible Person. When the Owner is filled out, its field label becomes a hyperlink so you can open the person record by clicking the link. The referenced object will appear in a fly-out preview form. To access its full form, click the hyperlinked field label with the wheel mouse button, or click the Edit icon in the fly-out preview form. The object record will be opened in a new tab.

  • Service - displays the service associated with the Article. The Article is available to the Receivers of the service: persons, groups, or organizations. When the field is filled out, clicking its caption opens the selected Service in a fly-out preview form. To access its full form, click the hyperlinked field label with the wheel mouse button, or click the Edit icon in the fly-out preview form. The object record will be opened in a new tab.

  • Visible in the Self Service Portal - indicates whether the Article is accessible for the Self Service Portal (SSP) customers. When selected, SSP customers can view this Article, otherwise they cannot.

  • Status - shows the status of the Article. Typically, status reflects the Article’s life cycle phase, generally from "Draft" through "Live" to "Expired". The Self Service Portal customers can view only the articles with the "Live" status. The list of KB Article statuses is defined by your Alloy Navigator administrator.

  • Version - displays the Article version.

  • Last Reviewed Date - displays the date and time when the Article was last reviewed.

  • Views - indicates how many times the article has been viewed in the Self Service Portal.

  • Rating - displays the "usefulness" rating of the article. Alloy Navigator calculates the rating based on the SSP customers' answers to the "Was this article helpful?" question. Next to the rating, Alloy Navigator displays the number of SSP users who have answered this question (in parentheses). When nobody has yet answered, "N/A" is displayed instead of the rating.

    NOTE: The Self Service Portal displays the question "Was this article helpful?" with the Yes and No buttons at the very bottom of each KB Article. A SSP customer can answer this question only once for each article.

  • Content section below - displays the Article content. Use the HTML editor to format the text and insert hyperlinks or images.