Article Groups

Related Articles that are linked and catalogued under one name are displayed within Article Groups. Article Groups are accessed in the Customer Portal when a Customer searches the Knowledge Base. These are presented as search results that contain a likely match to the search criteria, plus any related Articles.

 

Within the Portal, a list of Related Articles will appear when the Article is selected, if the Article is part of a Group. To view a related Article, the User needs to select the Article ID hyperlink.

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Technicians and Supervisors can also view related Articles if an Article Group exists. When an Article is selected, a Related tab is displayed. To move to a linked Article, select the ID number hyperlink. 

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Creating an Article Group

To create an Article Group:

  1. Select Knowledge>Article Groups

  2. Click New

  3. Enter the Group Name

  4. Enter a Group Description

    group_details.png

  5. Click Save
    The Article search screen is displayed.

  6. Use the search screen to find Articles to add to the Article Group
    For specific Articles use the search criteria, or leave blank for the complete list of Articles to be displayed. See: Knowledge Base Search.

    group_search.png

  7. Click Search
    The search results list only includes Articles assigned the Published state.

  8. Check the boxes of related Articles to be linked

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  9. Click Add
    Continue to select and add Articles as required.

  10. Move to the Group Analysis tab to view linked Articles

  11. Click Done.

 

Removing an Article

To remove an Article from a Group:

  1. Select Knowledge > Article Groups

  2. Select the Article Group name

  3. Select the Group Analysis tab
    The Remove button is visible.

  4. Check the box next to the Article that is to be removed from the Group

    group_remove.png

  5. Click Remove

  6. Click Done.