About Articles

As an author, one can create articles from the Knowledge Console. These articles are the storehouse of the organization's information. They are stored and organized in the Knowledge Console so that users can easily access articles to respond to customer queries by using different channels of communication.

Agents can also create articles in the Advisor Desktop, but can only suggest the same for review. Authors review these articles from the Knowledge Console and approve them if deemed fit.

Articles can be in various stages of development, and their current status is identified by the various icons that are displayed in the Articles list. You can see these icons displayed once you expand the Articles list section.

The following table explains what each image represents:

 

Use

Description

 Article Type

Type of article, suggestion, or article.

 Article

Article has all article types except for suggestions. 

 Suggestion

Article is a suggestion and has to be approved before it can be published.

 Accepted Suggestion

Suggestion has been approved.

 Rejected Suggestion

Suggestion has been declined.

 Awaiting Review

Article is going through a knowledge workflow and is waiting to be reviewed and published.

 Draft

Article is a draft and is not available for use.

 Published

Article has a version that is published and available for use.

 Locked

Article has been checked out by a user.

 Scheduled

The published version of the article is scheduled to become available on a certain day.

Availability dates can be set for published articles as well as new articles that have never been published.

 Expired

The article has expired and is no longer visible on the Advisor Desktop or portals.

The article content has the following parts:

  • Typed Content: This is the content that an author composes.

  • Multimedia: This includes image files or embedded videos within an article.

  • Macros: Macros are shortcuts to other articles that are used to add content while creating a different article.

  • File Attachment: These are local copies of the files stored on the local machine or from a machine on the network.

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