Creating Articles

Authors can create a wide array of knowledge articles that agents can use to respond to activities. There are two quick and easy methods of creating an article. After creating an article, you can use the AssistGPT services to generate content, title, etc for the article. 

Creating an Article with the New Article Button

To create an article with the New Article button:

  1. From the Top Toolbar, click the New Article button.

  2. In the New Article window, perform the following:

    • Title: Provide the name for the article

    • Type: Select an article type from the dropdown menu. The article type that is selected determines the possible templates that appear in the Template field. For more details, see About Article Types and Templates.

    • Template: Select an article template from the dropdown menu. 

    • Set selected article type and template as default: If you select this option, the chosen article Type and Template are selected as default when you create a new article.

    • Folder Path: Click the Select Folder button. In the window that appears, navigate the folders to the desired location for the article.

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  3. Click the Done button to close the window and create the article in the Content pane.

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Creating an Article through the Article and Folder Lists

To create an article through the Article and Folder lists:

  1. In the Navigation Menu, browse to Authoring > Articles.

  2. From the Folders List, select the folder in which you want to create a new article.

  3. From the Articles List, click the New new button.

  4. In the New Article window, perform the following:

    • Title: Provide the name for the article

    • Type: Select an article type from the dropdown menu. The article type that is selected determines the possible templates that appear in the Template field. For more details, see About Article Types and Templates.

    • Template: Select an article template from the dropdown menu.

    • Folder Path: The folder path is provided for you based on which folder you selected in the Folder list. If you wish to change the folder for the article, click the Select Folder button. In the window that appears, navigate the folders to the desired location for the article.

  5. Click Done to close the window and create the article in the Content pane.

    The content of the article is pre-filled with the contents of the article template. If you are not prompted to pick an article type and template, a General article type with the default template (out-of-the-box name Blank Template) is created. The article type and template of the article can be changed at a later point. For details, see Changing Article Template or Changing Article Type. The content and properties of the article can now be edited. For more details, see Editing Articles.

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