3Use My Knowledge

This chapter contains the following:

My Knowledge is a convenient place that you can use to find knowledge articles. You can also use My Knowledge to see recently published articles and bookmark your favorite articles. My Knowledge is available to Service and HR Help Desk users, and there is also a general My Knowledge page that is available from the Knowledge menu.

You can access My Knowledge using these paths:

  • If you are using Service, select Service, then My Knowledge.

  • If you are using HR Help Desk, select Help Desk, then My Knowledge.

  • If you want to use the general page, select Knowledge, then My Knowledge.

Your preferred knowledge locale sets your knowledge base language. If you don't set a preferred knowledge locale, you will get knowledge in the default preferred knowledge locale set by the administrator. If the administrator has not set a default preferred knowledge locale, you will get knowledge in the locale that corresponds to your language and territory preferences.

Choose the locale that has the most articles that are useful to you. For example, let's say you live in France, but your organization's knowledge base articles are intended for users in the United States (en-US). Let's also say that your language and territory preference is set to French, France. If an administrator has set the default preferred locale to en_US, all of the articles are available to you.

If you do not set a preferred knowledge locale, then you will see knowledge in the default preferred knowledge locale set by the administrator. If the administrator has not set a default preferred knowledge locale, then no articles are available to you, because there are no French articles in the knowledge base.

  1. Click the user icon at the top right and select Settings and Actions.

  2. Select Set Preferences.

  3. Select Preferred Knowledge Locale and select a locale from the menu.

You can search in My Knowledge from Service, HR Help Desk, and Knowledge. You can search for articles in any locale that is supported by your application. If your administrator has enabled filtering, you can limit the search results in Service and HR Help Desk by product, category, or type of article.

In Knowledge > My Knowledge, you can't limit search results by product, category, or type of article. If you have access to more than one application, you can limit search results to the application that you are interested in before you search.

  1. Enter the term in the Search field.

  2. Click the Show Advanced Search icon if you want to select a locale other than your preferred locale.

  3. In Service and HR Help Desk Applications, select a product, category, or content type if you want to limit the search results to these criteria.

  4. Click the Search icon.

    You can select an article from the search results to view its contents. The article view also contains information about the version, author, last update and publishing dates, and its rating.

Save Links to Articles in My Knowledge

You can copy the URL of an article to your clipboard and then paste the URL into a separate document to save it for later reference.

  1. Open an article in My Knowledge.

  2. Click the copy icon at the end of the title row to copy the article URL.