Suggesting Articles

Agents and customers can suggest articles which can be added to the knowledge base for enterprise-wide use. Authors must approve these articles before they are added to the knowledge base. Once approved, articles become available to everyone who has permissions to view the folder in which it is placed.

Suggested articles are assigned to the Suggestion article type and require that a folder be specified for them when configuring the KB portal. Once set up, all Suggestion articles appear in this folder.

The article content has the following parts:

• Typed content: This is the main written content of the article.

• Macros: Shortcuts that expand into articles, paragraphs, or simple sentences. Macros can be used in the content of articles to avoid duplicating the same content in more than one article.

• Image: An image can be added to the article body.

• Attachments: A file attachment can be added to the article (requires use of Silver knowledge workflow).

To suggest a response:

1. Create a response in the text box in the Reply pane.

2. Highlight the text you would like to suggest.

3. Right-click the highlighted area.

4. Click the Suggest Article option. The Make a Suggestion page opens in the Knowledge pane.

   

5. Complete the required fields.

   • Name: Type the name of the article. This is required information.

   • Description: Type a brief description of the article. This information is optional.

   • Please type your suggestion below: Edit the suggested text if necessary. This is required information.

6. Click the Suggest button to complete your suggestion.

Related Topics

• Accessing the Knowledge Base

• Using Solve

• Searching for Articles

• Adding Articles to Replies