Creating Solution Articles

Solution articles contain content that answer a specific question or meet a specific customer intent. 

To create a solution article:

1. In the Navigation Menu, browse to Authoring > Case Bases. 

2. On the Case Base page, select Case_Base_Name > Root Cluster. 

3. In the Root Cluster pane, go to the Articles tab.

4. From the Articles Used tab, click the New  button.

5. In the New Article window, provide the following details:

   1. Name: Enter a name for the article

   2. Article Type: General

   3. Template: Blank

      You can change the article type and template by using the Change Article Type and Change Article Template options from the More  button. For more information, see eGain Author's Guide to Knowledge Console.

6. Click Done.

7. In the Content pane, create the article.

8. Click the Save  button.

9. Click Publish.