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Use the Knowledge Tab

You can access documents in your knowledge base to quickly resolve issues. From the Knowledge Tab, you can do the following:

• Browse categories of documents and view documents by category
• Perform natural language (NLS) and keyword searches of the knowledge base
• Filter and sort documents
• Open and work with knowledge documents and knowledge tree documents
• Create a new document or knowledge file
• Bookmark documents to quickly find frequently referenced knowledge sources
• Submit knowledge for possible inclusion in the knowledge base

You can browse the Category pane, the left pane on the Knowledge Tab, to view the categories of knowledge documents. Expand a category or subcategory and view its subcategories. When you select a folder, all items in that folder display in the Knowledge Document List pane, from which you can select an item to view or edit. You can view documents that you have bookmarked, documents that were recently created or viewed, or the most recent searches.

After you have selected a folder, you can browse the Knowledge Document List pane to view the documents in that folder. Select a document to open it, and click Edit to make changes to the document. When you are finished, click Save, Close Window to save the modified document.

To search for a document, click Show Filter in the Knowledge Document List pane. Complete one or more of the search fields, and click Search. The Knowledge Document List pane populates with all documents that match your criteria.

To set preferences for the Knowledge Document List, select View, Preferences on the menu bar. Under Knowledge Document List Settings, you can specify the number of documents to display on each page of the document list, and whether to display details for each document. When you are finished, click Save, Close Window to return to the Knowledge Document List.

For more information on using the Knowledge Tab menus, see Use the Menus on the Knowledge Tab.