Navigate Portal Knowledge Articles
Customers and technicians can access Knowledge Articles (How To Articles) to help solve issues without having to log Incidents. Find Knowledge Articles in the Portal:
- Using the Search Control.
- Using the Search Knowledge Base search bar on the Out-of-the-Box (OOTB) Portal home page.
- Using the OOTB Knowledge Article Dashboard. Open the Dashboard by clicking Charts and Items>Knowledge Articles on the menu bar.
From a Knowledge Article, Users can:
- Read through the Article Content.
- Allow technicians and other Customers to know if an Article resolved
your issue:
- Click Yes if the Article helped.
- Click No if the Article did not help. The Incident is logged and a new window opens with the Incident ID.
- Add a Comment by clicking the Add Comment link.
Customers can view or hide comments using the vertical splitter bar.
- Vote on the Knowledge Article by clicking the Like this Article link to let other Customers and Users know that the Article was helpful or informative.