Creating KB Entries from the Knowledge Base Form

  1. Specify this information when you create a knowledge base entry:
  2. Specify the Status: Pending, Published, or Retired.
  3. Indicate whether this entry will be available to customers and/or partners through Service Management Web.
  4. Specify the knowledge base category in which the entry belongs, if appropriate.
  5. Specify keywords that can be used to easily locate the record through searching. These keywords will be used with the Knowledge Base Keyword Search form.
  6. Provide a brief summary and a detailed description of the entry.
  7. If this entry describes a problem, describe how to resolve the problem.
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