The Knowledge Base has more than one library. This one is the service desk library: articles your organisation creates for its service desk users. Product help is written by ISMSVision. Trust Centre articles are a separate, read-only library and do not use these workflows.
What the library is for
The library counts total articles, published articles, and drafts. Service Desk Help is the reader view: search and browse what has been published.
- Articles. Draft until you publish them. Published articles can be read in the service desk help centre. Show in Customer Portal is available only after publish, and leaves the article for agents when it is off.
- Categories. A tree used when agents and portal customers browse. It is not the Trust Centre tree.
- Form templates. The fields an author fills in, so articles of the same kind capture the same information.
- Workflows and status. Publishing can be connected to a workflow and a status flow. Those designers live with Service Management.
When you need to change it
Service desk articles, service desk categories, form templates, and the service desk help centre describe the library.