Knowledge documents are placed into categories that some organizations assign to owners. Under the Top category in the Knowledge Tree, many sub-categories can exist. These sub-categories can in turn have many sub-categories.
A knowledge document contains the following components:
Specifies the content and format of documents displayed in the defined user view. The following templates are available by default:
Provide a consistent structure to the content in a knowledge document. For example, the Title and Summary make the content easy to scan when viewed in a list of items. The Resolution field stores the body of the solution, in the form of rich text, tables, graphical images, and much more. These fields and their associated attributes define properties such as categorization, ownership, permission, modification date, and a range of other metadata that can help with management and retrieval.
Allows knowledge documents to link to other forms of knowledge, stored either within or outside of Knowledge Management, including unstructured content such as a text file. A document can also be designed so the user viewing it can perform certain actions, by including "action content" (a live URL) when creating the document. These links allow the editor of the document to insert a link into the Resolution field that creates a new ticket or performs some other action.
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