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How do I attach an article to a case in Salesforce?
Click and select Setup. Click Object Manager and select Knowledge. Scroll down and click Case. Click Case Page Layouts. Click Custom Case Layout. ... At the top of the page, click Feed View. Scroll down to Article Tool Settings and select Enable attaching Articles inline. Click Save.
How do I add a knowledge article to incident in Servicenow?
Navigate to Incident > Open and find an incident form that has KB articles listed under Related Search Results. Select a KB article and click Attach or click Preview and Attach to Incident. Click Update. Navigate to Knowledge > Articles > All. Locate the record and open it.
How do I create a knowledge article in Servicenow?
Navigate to Knowledge > Create New. Select a Category for the article using the category picker. ... Enter a Short description to identify the article in the knowledge portal and search results. In the Text field, enter the article's content. ... Complete the form, as appropriate. ... Click Submit.
How do I publish a knowledge article on ServiceNow?
Open the email notification and click the Approval Request link. Select Pending IT General Support list under Knowledge in the Application Navigator on the left. This shows a list of all pending Approval Requests for publication in your assignment group(s).
How do you develop knowledge articles?
Click the Knowledge tab. Note. ... Click Create Article. Select the Knowledge article type. Create a title for your article, such as Our company address. Write a description, this goes under the title in the search results. Put your company address in the rich text area field you created in the last unit. ... Click Save.
How do you write a knowledge article?
Finalize the topics that you need to cover. Structure the articles in an easily consumable format. Write with the average user in mind. Add screenshots and videos especially when you explain something complex.
How do you develop a knowledge base?
Decide on the core elements of your knowledge base. Decide which topics to include (or at least start with) Agree on the structure of the content. Write. Add visuals. Analyze and improve.
What should a knowledge base contain?
A knowledge base is a self-serve customer service library that includes information about a product, service, or topic. They usually look something like this Knowledge bases may seem like a simple enough concept, but let's step back and put the idea in context.
What is a KB article?
Microsoft Knowledge Base is a repository of over 150,000 articles made available to the public by Microsoft Corporation. It contains information on many problems encountered by users of Microsoft products. Each article bears an ID number and articles are often referred to by their Knowledge Base (KB) ID.
What is ServiceNow knowledge base?
ServiceNow Knowledge Management is an out-of-the-box solution for sharing information in knowledge bases for customers, employees, and agents to easily access. ... ServiceNow Knowledge Management even enables you to simply browse pieces and leave feedback in any page.