Create Articles

Create an article by selecting the content type, adding required and optional content to the fields, attaching files if you need to, and adding the products, categories, and which users can see the article.

  1. Click Create Article on the Authoring page.

  2. Select the content type.

  3. Enter the required and optional content for the article.

  4. Set an expiration date, if needed.

  5. Attach files to the article if needed.

  6. Add categories, products, and the user groups who can access it.

Choose the Content Type

You can choose the type of article that you want to create by its content type. The content type is a template that contains defined required and optional fields that you use to write the article. The content types that are available to you depend on the departments that you have privileges to, and your authoring privileges within those departments.

Select one of the following content types for an article:

  • FAQ

  • Solution


  • HCM-Solution

  • Content types that are created specifically for your organization, if they are available.

Set an Expiration Date

You can set a date for an article to expire when you create or edit an article. Some information is valid or important to users only for a limited time. Setting an expiration date is a convenient way to set an automatic time limit for an article. The application automatically unpublishes articles when they reach their expiration dates, and agents and self-service users can no longer access them. Authors can still access them in the authoring environment.

Attach Files to Articles

You can attach files to an article so that agents and self-service users can access their contents to answer questions. For example, you might want users to be able to read a product manual, a data sheet, or even watch a video to answer their questions. You can attach most popular types of files, such as PDF, AVI, FLV, MP4, and so on. You can attach up to 20 files to an article, but the total size of the combined attachments can't exceed, 100 MB. An administrator has to allow attachments individually for each content type, and sets the types of files that you can attach.

To attach a file, select + in the attachments section, browse for the file, and click Attach.

Add Categories to Articles

Add categories to articles so that users can easily find articles that are relevant to their questions by filtering search results and browse lists. Categories can be any characteristic or subject that is relevant to your business and the article's subject matter. For example, billing and warranty are categories of information that can help users answer specific types of questions. Administrators set up the categories you can choose. You can add multiple categories to an article.

  1. Select the category from Available Categories.

  2. Click the right arrows to move the category to the Selected Categories.

If there are more than 100 categories, use Search to locate categories of interest.

Add Products to Articles

Add products to articles so that users can easily find articles related to specific products by filtering search results and browse lists. Administrators set up the products you can choose. You can add multiple products to an article.

  1. Select the product from Available Products.

  2. Click the right arrows to move the product to Selected Products.

Note: If there are more than 100 products, use Search to locate products of interest.

Add User Groups to an Article

Add one or more user groups to the article to set its visibility. You can select one of the user groups that come with the application or the ones defined by your administrator. The application comes with these user groups:

  • Internal Service

  • Internal HCM

  • Internal Desktop

  • Everyone

  • Employee

You can add HCM user groups if you are a HCM author, and Service user groups if you are a Service author. The user group Everyone is available to all authors.

Note: You must add at least one user group to an article. If you use a REST API to create or update an article without a user group, the application automatically assigns the Everyone user group. If you add the Everyone user group to an article, you cannot add any other group.

You can learn about creating user groups and assigning them to roles by reading User Groups in the Administering Knowledge Management guide.