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Each knowledge document contains key document fields that provide you with information. Depending on the document template used, different fields appear or they appear differently in the document.
A title identifies the document. The document also includes the following information:
Summarizes the document, briefly describes the problem.
Describes the problem.
Describes how to resolve the problem in plain text or HTML format.
Lists documents that are related to the current document. If you click a document hyperlink, a separate page opens that contains the related document.
Lists files that are attached to the document and can be downloaded. Attachments provide addition information about the document.
Lists categories that are related to the document. If you click a category hyperlink, the Search Tools page updates to display that category.
Links to requests, incidents, problems, issues, and documents that have been opened as a result of the document or that have been solved by using the document.
Indicates additional document properties selected in the document template. By default, the modify date and document ID are displayed.
Lists comments from users for the document. Included with the comments are the contact name, email address, and the date.
Provides follow-up comments and feedback about whether the document was helpful in answering your question. You can rate the usefulness of the document, based on the following questions:
You can also add a comment, and assign it to another analyst for follow-up, using one the following comment types:
The Page Options section lets you take the following courses of action:
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