Contents

• Title and Copyright Information
• Preface
• 1 Authoring Content
  • Types of Articles
  • Creating and Editing Articles
    • Editing Article Content
    • Modifying Article Properties
    • Adding an Article to the Knowledge Base
      • Adding Images to Articles
      • Adding Answer Links to an Article
    • Entering Data into Article Fields
      • About Content Fields
      • About View Selections
      • How views work
      • About Selecting Categories
      • About Selecting a Product
      • About Selecting User Groups
      • About Publishing Options
  • Listing Articles
    • Filtering Display Lists
      • Sort By Criteria
  • Displaying Details for an Article
    • Task Details
    • The Content Data Section of the Preview Page
      • Content Properties Attributes
      • Content Info Attributes
      • User Group Preview Attributes
      • Content Feedback Attributes
      • Links Attributes
• 2 Performing and Managing Tasks
  • About Task Management
  • Actions
  • Viewing the Task Fields
  • Assigning Tasks
    • To assign a task to yourself
    • To assign a task to another user
  • Performing Tasks
  • Filtering the Task List
  • Deleting Tasks
• 3 Working with Feedback
  • About Ratings, Forms, and Recommendations
  • Creating Feedback Forms
  • Listing Feedback Forms
  • Managing Feedback Forms
    • Creating Form Questions
    • Managing Form Questions
    • Creating Form Answers
    • Managing Form Answers
  • Creating Rating Forms
  • Listing Rating Forms
  • Managing Rating Forms
  • Creating and Managing Content Recommendations
    • Recommending Content
    • Locating Content Recommendations
    • Listing Content Recommendations
    • Managing Content Recommendations
      • Rejecting Content Recommendations
• 4 Using Knowledge Advanced in Agent Desktop
  • About Knowledge Advanced in Agent Desktop
  • About Adding Knowledge Advanced to Agent Desktop
  • Prerequisites to Configuring Knowledge Advanced on Agent Desktop
  • About the Knowledge Window
  • Adding the Knowledge Window
  • Adding the Knowledge Advanced Button
  • About Documents
    • About External Documents
    • About Internal Documents
  • Displaying Incident References
  • Changing Search Filtering to Product or Category
  • Limiting Document Search Results to Agents’ Roles
  • Managing Subscriptions to Answers
    • Subscribing to Answers
    • Unsubscribing from Answers
    • Rating Answers
    • Recommending Content for Articles
  • Sending a link to an article by email
  • Using Keyboard Shortcuts to Access Knowledge Features