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ATG Knowledge Manager Guide for Business Users
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Contents
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Introduction
Audience
Documentation Conventions
Related Documentation
Browser and Environment Requirements
Knowledge Manager Overview
Accessing Knowledge Manager
Configuring Firefox for the Service Center
Key Terms and Concepts
Using the Service Center
Global Context Area
Making Calls
Access Work Pages
Work Area
Utilities Pane
Next Steps Panel
Helper Panels
Available Panels
Conducting Research
Searching for Content
Changing the Search Text
Solution Search Queries
Searching Files and Solutions
Viewing Results
Focusing Results by Topic
Viewing Answers
Previewing a Result
Browsing the Topic Tree
Working with a Solution in the View Document Pane
Solution Document Panel
Active Tasks Panel
Reviewing Solution History
Viewing Non-Solution Results
Copying Document Links
Printing Non-Solution Results
Research Next Steps
Contributing Solutions
Authoring Solutions
Solution Classes
Using the Editing Toolbar
Adding Statements
Adding Solution Links
Adding Attachment Links
Adding Images and Multimedia
Setting Statement Entitlement
Finding Matching Statements
Using Spell Check
Removing Text Formatting
Solution Properties
Adding Transaction Snippets Fields
Sending Solutions
Linking Documents
Composing Messages
Using the Research Split-Screen Utility
Using Quick Find
Finding Similar Content
Finding Duplicate Solutions
Reviewing Tasks
Solution Queue
Sorting and Filtering the Solution Queue
Working with Tasks
Viewing Solution Working Revisions
Claiming a Task
Reassigning a Task
Releasing a Task
Editing a Solution Working Revision
Viewing and Claiming Solution Tasks
Validating Links
Solution Review Queries
Solution Review Query Types
Creating a New Solution Review Query
Using 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
Default Log in Page
Research Preferences
Contribute Preferences
Authoring Language
Default Solution Class
Default Owning Group
Hot Solutions Preferences
Index
Search Terms
