Online Help | Desktop App

Browsing the Knowledge Base

Updated in 2023.1

You can access the Knowledge Base by using the following methods:

  • On the menu bar, click Go > Knowledge Base.

  • On the Sidebar, click Service Desk > Knowledge Base.

The Knowledge Base consists of Knowledge Base articles (KB articles). Each article can be related to an unlimited number of knowledge categories. You can use knowledge categories to find appropriate KB articles when you browse the Knowledge Base or use the Advanced Search tool. The Advanced Search tool allows restricting search results to a chosen knowledge category.

Knowledge Base tab

The Knowledge Base tab displays the information in the following panes:

  • Categories pane - This left navigation pane displays the hierarchical tree of knowledge categories. The Description area below displays the description for the selected category (if any).

Once you click a category in this pane, the right Articles pane shows all KB articles assigned to this category and all its nested subcategories (if any). The "All Articles" top-level node embraces all existing KB articles, the "Uncategorized" node includes the KB articles with no categories assigned.

  • Articles pane - This right pane shows the grid of KB articles assigned to the category chosen in the Categories pane and all its nested subcategories (if any). This pane allows to open a KB Article in the View or Edit mode:

    • To open an article for editing, select it in the grid and double-click. (for details, see Working with KB articles).

    • To open an article for viewing, click View on the Module menu of the KB Article window (for details, see Viewing KB articles).

  • Preview pane - Below the Articles grid, the Article preview is shown. Clicking the expand button lets you see more information about the selected article, including its title, status, author, version, and whether the article is public (i.e. accessible for SSP customers) or private (not accessible for them). If you want to collapse the expanded header, click the minimize button; this will show only the article's title.

    If the selected article has one or more attachments, the Attachments button appears in the preview pane. You can open or save any attachment by using this icon:

    • To open an attachment, click the icon and select the attachment to open.

    • To save an attachment to a disk, click the icon, point to Save to Disk, and then click the attachment to save. Choose where you want to save the attachment and click Save.