Managing Knowledge › How to Use Documents in the Knowledge Base › Knowledge Submission from Self-Service

Knowledge Submission from Self-Service

By default, any user that is logged in to Knowledge Management can submit knowledge for consideration from the Submit Knowledge page. This page lets a customer submit knowledge without contacting their local service desk representative. After you submit knowledge, it passes through a publishing process where the knowledge is reviewed and edited before it is added to the knowledge base.

It is important to type information into every field that appears in the Submit Knowledge page. Pay special attention when completing the Summary field. Typically, this field contains a succinct overview of the document that you are submitting.