Managing Knowledge › How to Use Documents in the Knowledge Base › Resolution Editing

Resolution Editing

You can create knowledge documents with Knowledge Management using the HTML Editor. This feature lets you modify the Resolution field of a knowledge document in What You See Is What You Get (WYSIWYG) form. Using the HTML Editor improves the authoring process by enabling you to build documents without typing HTML code, format text, insert graphics and tables, and create links to other documents. These actions speed up the writing process and also provide an easy method of editing a document for organizational purposes.

The HTML Editor lets you do the following:

• View HTML Code—The Design Mode and Source Mode tabs on the HTML Editor toolbar lets you switch between different views.
• Format Text—You can type Document text directly into the HTML Editor window. You can then format the text using the toolbar and menu options.
• Insert Graphics—You can insert a graphic into your HTML text by selecting an image from the images library or by uploading your own graphic.
• Insert Tables—In a knowledge document, you can display large amounts of information neatly to users. You can use tables to format such information in rows and columns.
• Insert Hyperlinks to Other Documents—You can insert hyperlinks to knowledge documents when creating or changing a knowledge document. In this manner, a knowledge document can be linked to other relevant documents or URLs. When the HTML Editor is used in Design Mode, hyperlinks appear as blue, underlined text.
• Insert Action Content—You can insert Action Content (a live URL) into the Resolution field of a knowledge document which, when clicked by the end user, creates an incident, or performs some other action.