About Knowledge Articles

A Knowledge Article (KA) is a record that shares Knowledge (ex: FAQs, how-tos, workarounds/solutions, tutorials, processes, reference, etc.) among Users and Customers. KA examples include:

• How to print a Microsoft Excel worksheet.
• A list of e-mail error messages with potential fixes.
• An overview of a cell phone's location awareness capabilities.

Typically, any CSM User can create, access, comment, and vote on KAs; however, a Knowledge Team is responsible for approving (through a defined Knowledge Article Approval Process), publishing, and managing KAs. If configured, Customers in the Portal can also access, comment, and vote on KAs.