Creating an article is how you capture repeatable guidance. The flow typically covers identity (title), structure (template fields if you use them), body content in the editor, placement in the category tree, and publishing so the help desk shows it.
Before you start
Confirm you have permissions for Knowledge Base authoring. If your tenant uses form templates, decide whether this article should follow a template for consistent fields across similar content.
Steps
- Open Knowledge Base authoring and start a new article. The editor receives a stable identifier so uploads and updates stay tied to the same record.
- Set title and visibility-related fields your organisation requires (for example draft vs. ready for review).
- Apply a form template when you need predefined fields (links, picklists, attachments). See the dedicated article on templates for create/update/delete of templates themselves.
- Write the body using the article editor—headings, lists, and embedded media or attachments as supported by your configuration.
- Assign the article to the category tree—pick the section that matches how readers should browse the help desk.
- Publish when content is accurate. Until published (or if your process uses approval), the help desk may show only approved material.
Quality checks
Proofread for outdated product names, verify links, and attach screenshots where they reduce confusion. Prefer one article per discrete task rather than mega-pages that are hard to maintain.