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Self Help

The Self Help tab provides the Customer with a single-point access to the Knowledge Base and if enabled, Forums. To automatically receive updates to Knowledge Base Articles associated with Types of Items they own, Customers can subscribe to RSS feeds.

By default the screen displays the Knowledge Base option including:

• Hot Topics - the most accessed Articles in the Knowledge Base.

• Recent Topics - the latest Articles uploaded to the Knowledge Base.

• Hot FAQs - the most accessed FAQs in the Knowledge Base.

• Recent FAQs - the latest FAQs uploaded to the Knowledge Base.
   

To access the information related to the Articles and FAQs listed in the boxes, click on the appropriate hyperlink.

Information provided to Customers is filtered based on Item ownership. That is, Knowledge Base content is only accessible relevant to Items (Categories and Types) that Customers own directly, or via shared ownership through an Organizational Unit or Global assignment.

To search the Knowledge Base Articles, within the Search window:

1. Select a relevant Item Type
   Associated Classifications are displayed.
   
    

2. Refine the search by selecting a Classification, if required

3. Enter any known or relevant terminology in the Search Text field
   (See: Full Text Search.)

4. Click .
   The search results are displayed. To clear any entered information, select .