Knowledge
The primary role of knowledgeAn object containing problem-solving information (also known as an article) and stored in the knowledge database. Knowledge records are used by service desk users to input and retrieve solutions. is to improve the quality of decision making by ensuring that accurate, reliable and trustworthy information is available throughout the service lifecycle. Knowledge is a collection of articles describing solutions and answers to Service Desk questions.
Viewing Knowledge Records
Knowledge Managers and administrators can view knowledge articles. All roles have access to knowledge, unless restricted by the administrator.
| 1. | Within the Service Desk Console, open the Knowledge workspace. The list of knowledge records appears. |
| 2. | Double-click a record to view details. |
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