Adding and Updating Knowledge Base Entries

You can build up a knowledge base of information to use to answer future questions.  You can add entries, and then categorize them so it is easier to find similar entries.  You can add entries dynamically while you are updating an incident, and you can query for a specific entry.

Creating KB Categories

If you know what types of knowledge base entries you will have, you can create categories.  See Setting Up Knowledge Base Categories.  You can also create additional categories after you have some existing entries, and then move the entries into the categories in the Knowledge Base form.

Creating KB Entries from Incidents

When you are updating an incident, you might determine that some information from the incident would be useful to other service employees in resolving similar incidents, or you might want to store some information about a particular company, vendor, or item for future reference. You can create a new entry directly from the Incidents form (Create button on the Status tab).

Creating KB Entries from the Knowledge Base form

1. Specify this information when you create a knowledge base entry:
2. Specify the Status: Pending, Published, or Retired.
3. Indicate whether this entry will be available to customers and/or partners through Service Management Web.
4. Specify the knowledge base category in which the entry belongs, if appropriate.
5. Specify keywords that can be used to easily locate the record through searching. These keywords will be used with the Knowledge Base Keyword Search form.
6. Provide a brief summary and a detailed description of the entry.
7. If this entry describes a problem, describe how to resolve the problem.

Related Topics

Setting Up Knowledge Base Categories

Viewing Knowledge Base Entries