The Knowledge Center gives you access to articles that might offer a solution to your issue. Knowledge Center articles differ from FAQs and announcements in these ways:
- They are created in the Knowledge Management system, and have gone through an approval process before being published.
- They are rated by users. You can add your own rating and comments to it.
- You can search for articles by category and type.
- If you use an article to you resolve your issue, an incident is automatically opened and closed so that statistics about Service Desk issues and resolutions are kept current.
Browse Articles for Solutions
You can Search for knowledge articles from the search bar, or you can use the Knowledge Center to find what you need.
| 1. | From the top header bar, click Knowledge Center. The system displays the Knowledge Center tab that lists all articles in all categories. |
| 2. | To browse a category, do any or all of the following: |
- Click the category name in the Browse by Category pane. If a category has subcategories, click the expand button next to the category name. Select a subcategory to further refine your search.
- Click an article name from the Found Items pane.
| 3. | To continue refining your search, select an article type or a user rating in the Filter Your Results pane. The Found Items pane shows articles that meet the criteria that you specify. |
| 4. | To turn off filtering and expand your search, click Delete Criteria next to the Search field. |
| 5. | To view an article, click its name in the Found Items pane. |