Contents

• Title and Copyright Information
• Preface

1 Author Content

• Create and Edit Articles
  • Add an Article to the Knowledge Base
  • Enter Data into Article Fields
    • Use a Custom Template
    • Article Autosave
    • Use Browser-based Spellcheck
    • Content Fields
    • Add an Image or a Document Link to an Article
    • Attach a File to an Article
    • Add an Answer Link to an Article
    • Select Views
    • Select Categories
    • Select Products
    • Select User Groups
    • Publish Options
    • Preview an Article on Customer Portal
    • Suppress Subscription Notifications
• List Articles
  • Filter Display Lists
    • Sort Lists
• Display Article Details
  • Task Details
  • Content Data Section of the Preview Page
    • Content Properties Attributes
    • Content Info Attributes
    • User Group Preview Attributes
    • Content Feedback Attributes
    • Links Attributes
• Edit Article Content
• Article Quality Index
• Apply Article Quality Index Scoring
• Recover Autosaved Files
• Modify Article Properties

2 Perform and Manage Tasks

• Task Management
• Filter the Task List
• Types of Tasks
• Assign a Task to Yourself
• Perform a Task
• Reject a Task
• Delete a Task

3 Work with Feedback

• Ratings, Forms, and Recommendations
• Create Feedback Forms
• List Feedback Forms
• Manage Feedback Forms
  • Create Form Questions
  • Manage Form Questions
  • Create Form Answers
  • Manage Form Answers
• Create Rating Forms
• List Rating Forms
• Manage Rating Forms
• Create and Manage Content Recommendations
  • Recommend Content
  • Locate Content Recommendations
  • List Content Recommendations
  • Manage Content Recommendations
    • Reject Content Recommendations

4 Using Knowledge Advanced in Agent Desktop

• Knowledge Advanced in Agent Desktop
• Access Knowledge Advanced in Agent Desktop
• The Knowledge Window
• Add the Knowledge Advanced Window
• About Documents
  • External Documents
  • Internal Documents
• Display Incident References
• Manage Subscriptions to Answers
  • Subscribe to Answers
  • Unsubscribe from Answers
  • Rate Answers
  • Recommend Content for Answers
• Search Suggested Articles
• Use the Cross-Lingual Search
• Send a Link to an Article by Email
• Set Subscription Email Notification Frequency
• Use Keyboard Shortcuts to Access Knowledge Features

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