How do I Edit a Knowledge Article?


How do I Edit a Knowledge Article?


All staff members with Create/Edit permissions have the ability to edit knowledge base articles they are an owner of. If you would like to request for a new knowledge article to be written and/or request permission to create and edit your own knowledge articles, click this link Knowledge Base Request

  1. Locate the knowledge article you would like to make changes to and then click "Edit Article"
    Edit Article Button
  2. If you are attempting to make changes to the "Subject" of the knowledge article, these changes will be published immediately upon clicking save. Be very careful when making modifications to the Subject and remember the Subject must be in the form of a question, starting with "How do I...."  Also remember to capitalize the first and last word, in addition to nouns, pronouns, verbs, adjectives, and adverbs.  Please do not capitalize articles, prepositions, or coordinating conjunctions. 
  3. Edit the Body/Content as needed, keeping the Style Guidelines in mind.
  4. In the "Draft Summary" field, enter a brief description of the changes made to the knowledge article.
  5. Click  Save Draft Button You can Save a draft at any time and come back an work on it later by clicking on the "Edit Current Revision" button.  The "Draft" will not be published to the knowledge base until after you have completed a few additional steps as detailed below.
  6. After saving a draft, you will see the following:
    After click save draft while editing

  7. If you would like to view the changes you made, simply click on the "Revisions" tab and then click on "Compare." This will allow for you to quickly see the changes you have made to the knowledge article.
    KB Revision Options
  8. After you have completed making all of your changes and you are ready to submit the draft to be reviewed and approved, then you will need to click on the "Settings" tab. In the settings tab you should complete the following:
    1) Add any new "Tags" as needed.
    2) Ensure that the "Notify Owner on Feedback" box is checked.
    3) Click on the radio button next to "Yes, my draft is ready to publish."
  9. Once you have completed all of the steps, a report will be sent to the "Knowledge Article Review/Approvers" group. Your knowledge article will be reviewed to ensure that the style guidelines and grammar are correct. Upon verification your revisions will be published to the knowledge base.

If you need further assistance, please submit a service request or CHAT with TAC.


Article ID: 108049
Tue 5/19/20 1:39 PM
Tue 8/10/21 11:11 AM