New Knowledge Record

Creating new knowledge records helps in documenting solutions to common or recurring issues, enabling quick resolution of similar problems in the future. This reduces downtime, enhances productivity, and improves end-user satisfaction. It promotes knowledge-sharing and collaboration within the organization. New knowledge records allow organizations to capture valuable insights and best practices, which can be used for training purposes, performance evaluation, and strategic decision-making.

Create Knowledge Record

The analyst can create new knowledge records with minimum configurations. The analyst has to fill in the mandatory details and mention the detailed steps. Videos and attachments related to the knowledge record can be attached. 

To create a new knowledge record, perform the following steps:

1.  Navigate to Analyst Dashboard > Knowledge > Manage Knowledge Records.
   Figure: List of knowledge records
   
   
2.  Click New to create a knowledge record.
   A new page to create a knowledge record is displayed.
   Figure: New knowledge record
   
   
3.  Enter the required details as described in the table and click Save. 

The following table explains the fields to create a new knowledge record:

Field	Description
Tenant*	Select the Tenant from the list. This is a mandatory field.
Author	Select the name of the author for the knowledge record from the list.
Category	Select the category for the knowledge record from the list.
Classification	Select the classification for the knowledge record from the list.
Design
Topic	Mention the name of the topic. For example, a brief description of the topic under discussion. Figure: Topic editor The rich text editor allows the following features:
Steps to Follow	Mention the troubleshooting steps, guidelines, documents, etc. in detail. Figure: The rich text editor allows the following features:
Image	Click Choose to attach any images related to the knowledge records. The maximum upload size of the image is 4MB. Figure: Image Click to preview the attached image. Click to delete the attached image.
Attachments	Click Choose to attach any documents related to the knowledge records. The maximum upload size is 4MB. Figure: Attachment Click to preview the attached image. Click to delete the attached image.
Video Iframe URL	Type in the video Iframe URL.
Links	Click the links tab to link or delink any records attached to the knowledge base. Figure: Links
Additional Info	Specify any additional questions or attributes related to the knowledge record.
Timeline	Click Timeline to check the history of the knowledge record. It captures the time stamp of the activities for the knowledge record. Figure: Timeline
Publish	You can publish the knowledge record as a Public Record or add a filter set to publish the KR only to a specific set of users.
Workgroup	Select the workgroup for the knowledge record from list.
Expiry Date	Specify the expiry date for the KR that you are adding. Click the Calendar icon to select an appropriate expiry date for the KR. After the specified expiry date, the KR is not available to the End Users and Analysts.
Reason for KR	Specify the reason for creating the knowledge record.
Keywords	Specify one or more comma separated keywords related to the KR. These keywords are used internally by the application to display the KR while the End User or Analyst is raising an Incident.
Self-Help article	Select this check box to configure a Knowledge Record as Self-Help Article.
Public article	If selected, the knowledge record can be shared with the users who do not have access to the application.
Important Record	Select to mark the knowledge record as an important article.
Restricted to Analysts	Select the check box when you want the knowledge record to be displayed only to the Analysts.
Add KR to service catalog	Select this check box to add the KR to the Service Catalogs. If selected, all the Service Catalogs are listed in the tree view.
Active	Indicates the status of the knowledge record. If selected, the knowledge record is available to be displayed in the KR list.  If not selected, the knowledge record is not available to be displayed in the KR list.
Create Template	The Create Template icon can be used to create a new template from an existing knowledge article.  Figure: Create template Provide a Template name with sufficient Tags for the template. Enable the toggle button to make the template available for the analysts.