Search Articles

Customer service representatives can see only those articles which are created in their Knowledge locale.

To see your Knowledge locale, follow these steps:

1. Log in as a customer service representative, such as Devon Smith.
2. Click the profile icon, and click Set Preferences.

3. Under Knowledge, click Preferred Knowledge Locale.

   If the value is 'None', then the default Knowledge locale set for all users is used for this user.

In order to search for an article in My Knowledge, Devon follows these steps:

1. From the Springboard, select Service > My Knowledge. A list of knowledge articles appears.
2. Search for a knowledge article. For example you can search for "How do I change the delivery date for the laptop I have ordered?", an article created by Anne Balmer.
3. In the search results, click the required article to view the article.