Getting Started with Your Knowledge Base

This article provides step-by-step instructions for creating and managing Knowledge Base articles in TDX, including selecting categories, using templates, setting article status, and adding related articles to improve content visibility and usability.

Table of Contents / Summary

1.  Adding Related Articles
2. Submitting and Publishing Articles

Creating a Knowledge Base Article

Overview

This guide explains how to get started with creating and managing Knowledge Base articles in TDX. It outlines the permissions required to write and submit articles, the step-by-step process for creating a new article, and how to use templates, categories, tags, and notification options effectively. The guide also covers how reviewers can set article status and how to enhance articles by linking related content, helping ensure information is well organized, easy to find, and useful for readers.

 

Instructions

To be able to write a knowledge base article and submit it for review, you must have permission to Add Articles, and have Work Management access.

To create a new article:

1. In the Client Portal, navigate to the category where the new article will live.
   Note:  : If you click New Article now, your article will not be in a category.  You do have an opportunity to place the article in a category when creating the article.
2. Click the + New Article button.
   
3. Once the New Article page, you can select a Category.
   
4. Click on the Templates menu located in the body section of the new article.
   
    
5. Enter the Subject, Body, and Summary of the article.
    
6. Add Tags.
7. Select whether to be notified on feedback.
8. Click Save.

Adding Related Articles

You can add related articles to your knowledge base article to quickly link readers to other related materials. Related articles appear on the right side of the article page beneath the Details panel.

To add a related article:

1. In the Client Portal, open the knowledge base and navigate to the desired article.
2. Click Edit Article.
3. Click the Related Articles tab.    
4. Search for the article you would like to link, either by typing in the search or clicking the magnifying glass..
    
5. Once you have selected an article to link, click Add.  
6. Click on the magnifying glass and choose all articles that pertain to your current article and click Save.

 

Submitting and Publishing Articles

1. Open the article you plan to publish by clicking on the Knowledge Base tab.  
2. Click on My Articles tab.  
3. Search for your article either by typing it in the search box or scrolling the list at the bottom.  
4. Click on the article to open.
5. Click on the Edit Article button.  
6. Click on the Settings tab.  
7. Check for any discrepancies.
8. Scroll down to Status and Published to KB.
9. Change the status to Submitted or Approved.  (An article cannot be published to the knowledge base unless it has a status of "Approved".  Only use Submitted when you are utilizing an approval process with multiple users.)
10. Check the check box for Published to KB.
11. Set a date for your article's Next Review Date.
12. Check the check box to Notify Owner of Review Date to receive an email.
13. Enter the responsible Owner of the article.
14. Click the Save button to activate the article.

 

For additional help, please contact the IT Support Services at (412) 365-1112.