ATG Knowledge Guide for Business Users
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Contents
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Introduction
Audience
Documentation Conventions
Related Documentation
Browser and Environment Requirements
ATG Knowledge Overview
Accessing ATG Knowledge
Browser Requirements
Configuring Firefox to use the Editing Toolbar and Copy Solution ID
Key Terms and Concepts
Using the ATG Service Center User Interface
Header
Logging Out
Service Center Tabs
Main Content Pane
Utilities
Next Steps panel
Helper Panels panel
Available Panels panel
Conducting Research
Searching for Content
Using the Question or Problem Description Text box
Changing the Search Terms
Viewing Results
Focusing Results by Topic
Viewing Answers
Previewing a Result
Viewing a Solution
Using the Solution Document Panel
Solution Tasks
Viewing Non-Solution Results
Copying Document Links
Printing Non-Solution Results
Using Advanced Options in Research
Using and Creating Solution Search Queries
Working with Favorite Queries
Working with the Solution Query Builder
Searching Files and Solutions
Keywords
Topic Constraints
Formats
Creation Date
Last Modified Date
Search Language
Result Language
Browsing the Topic Tree
Research Next Steps
Contributing Solutions
Authoring Solutions
Solution Classes
Using Spell Check
Using the Editing Toolbar
Pasting Text from Other Sources
Setting Entitlement
Finding Matching Statements
Adding Transaction Snippets Fields
Properties
Setting Task Assignment
Reviewing Solution History
Sending Solutions
Linking Documents
Composing Messages
Using the Research Split-Screen Utility
Using Quick Find
Finding Similar Content
Finding Duplicate Solutions
Reviewing Tasks
Solution Queues
Solution Review Queries
Solution Review Query Types
Working with Solution Tasks
Viewing and Claiming Solution Tasks
Working with Solution Review Queries
Creating a New Solution Review Query
Using ATG Knowledge Reports
Overview of ATG Knowledge Reports
About Dashboard Reports
Accessing ATG Knowledge Dashboard Reports
Running the Dashboard Reports
Permanently Setting the Date Range Parameter
Regenerating Dashboard Reports
Adding My Dashboard as a Portal Tab
Making My Dashboard Your Homepage
Available Solution Reports
Solution Totals
Solution Activity
Solution Use Counts
Use Count Breakdown
About User Reports
Session Activity Trends - Peak Concurrency
Agent Activity by Group
Agent Activity Summary
Helper Panels
Favorites
Adding Documents to the Favorites Panel
Hot Solutions
Recently Viewed
Recent Search Criteria
Actions in Recent Search Criteria
Recommended Reading
Accessing Recommended Reading
Creating Recommended Reading
Management Toolbox
Find by ID
Recent Tickets
Search Results
Right-Click Actions on Documents in Helper Panels
Setting Preferences
General Preferences
Password Settings
Confirmation Prompts
Default Log in Tab
Research Preferences
Contribute Preferences
Hot Solutions Preferences
