TDX Knowledge: Create a New Knowledge Base Article

If you are a technician in TDX, you can draft a new Knowledge Base article. Before you do, be sure there isn't an existing article that covers the topic or existing content you can curate instead of starting from scratch. 

Taking a moment to avoid redundant content can save a lot of wasted effort.

In this article:

Navigating to the Knowledge Base

  1. Click the Applications menu Application menuand select Client Portal if necessary.
  2. Click Knowledge Base in the menu bar. The page refreshes revealing the Knowledge Base menus, categories, and options.

Creating a New Knowledge Base Article 

When you create a new article, you are automatically set as the article's owner. As soon as you save your draft, you will need to change the ownership from yourself to the appropriate Group, most likely your own.

  1. Click +New Article. The New article form appears.
  2. Enter the article Category
    • All knowledge articles should have a category. See TDX Knowledge: Categories
    • Click the Lookup Category icon to do a search of categories.
      Knowledge Base Category Lookup window
  3. Leave the Order field as is. 
    • Do NOT click the Pin Article checkbox.
  4. Enter the Subject (article title).
  5. Enter article content in the Body field.  
  6. Enter a Summary
    • The Summary field displays in search results for knowledge articles.
    • Summaries are ideally under 100 characters and contain the following information based on knowledge article type:
      • Published Articles: copy in the first sentence of the article.
      • Incident Models: list the applicable technologies.
      • Unit Overviews: list the zone(s) which support the department.
      • Other article types: include a short statement that clarifies the title, if necessary.
  7. Enter any Tags. Tags allow users to search for the article by keywords. 
    • Enter a tag for the technology referred to in the article. Examples: Canvas, Salesforce-Marketing-Cloud.
    • New tag names may only contain alpha-numeric characters or hyphens (a-z, A-Z, 0-9, -) with no spaces. 
    • You can enter any number of tags.
      tag field populated with multiples tags
  8. Group and Global Editors only: Set the Status to Not Submitted
    • All articles must be reviewed by a technical expert and an editor before they can be submitted for approval.
      status dropdown menu; not submitted selected
  9. Group and Global Editors only (Optional): Set the Next Review Date
    • When reviewing articles you will be able search by Next Review Date to see articles that may need updating.
  10. Global Editors only: Change the Owner from yourself to the appropriate Group
  11. Check Notify Owner on Feedback
    • This option allows notifications to be sent to the user or group who is marked as the owner of this article whenever feedback is left on the article.
  12. Optional: Knowledge Internal Notes
    • Use this field to enter any information a technician might need to support a customer when the article is published to
    • The Knowledge Internal Notes appears in the Details area of the knowledge article in TDX.
  13. Click Save. The Edit Form screen closes and the article presents in View Mode.
    The knowledge article in View Mode which includes 4 buttons: Share, Edit Article, Add to Favorites, and Submit Article.
  14. Click Edit Article.
  15. Change the Owner to the appropriate Group.
    • If you are a technician or a Group Knowledge Editor, and you need to change an article to a group that you are not a member of, you will no longer be able to edit the article afterward.
    • Everyone in the Group will be able to edit Not Submitted articles owned by the Group. Group Editors will be able to edit, approve or reject and archive all articles owned by the Group.

Additional Resources