Creating and Managing Knowledge Base Articles in TDX

Table of Contents

1. Overview
2. Required Permissions
3. Creating an Article
4. Adding Related Articles
5. Submitting and Publishing Articles
6. Additional Help

Overview

This guide explains how to create, manage, submit, and publish Knowledge Base articles in TDX. It covers templates, categories, tags, feedback notifications, related articles, and review settings.

Required Permissions

To write an article and submit it for review, you must have:

• Add Articles permission.
• Work Management access.

Creating an Article

1. In the Client Portal, open the Knowledge Base and navigate to the category where the article should appear.

   Note: If you create an article before opening a category, select the appropriate category on the New Article page.

2. Click + New Article.
3. On the New Article page, confirm or select the appropriate Category.
4. In the Body section, open the Templates menu and select a template.
5. Enter the article's Subject, Body, and Summary.
6. Add relevant Tags to help readers find the article.
7. Choose whether to receive feedback notifications.
8. Click Save.

Adding Related Articles

Related articles help readers find additional information. They appear on the right side of the article page, beneath the Details panel.

1. In the Client Portal, open the Knowledge Base and navigate to the article you want to edit.
2. Click Edit Article.
3. Select the Related Articles tab.
4. Search for an article by entering text in the search field or clicking the magnifying glass icon.
5. Select the article you want to link, then click Add.
6. Use the magnifying glass icon to select any additional relevant articles, then click Save.

Submitting and Publishing Articles

Open the Article Settings

1. In the Client Portal, select the Knowledge Base tab.
2. Select My Articles.
3. Find your article using the search field or by scrolling through the article list.
4. Click the article title to open it.
5. Click Edit Article.
6. Select the Settings tab and review the article settings for accuracy.
7. Scroll to the Status and Published to KB fields.

Submit for Review

If your team uses an approval process involving multiple users:

1. Change Status to Submitted.
2. Click Save to submit the article for review.

Note: An article must have a status of Approved before it can be published to the Knowledge Base.

Publish an Approved Article

1. Set or confirm Status as Approved.
2. Select the Published to KB checkbox.
3. Set the Next Review Date.
4. Select Notify Owner of Review Date if the owner should receive an email notification.
5. Enter the responsible article Owner.
6. Click Save to publish the article.

Additional Help

For assistance, contact IT Support Services at (412) 365-1112.