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Document Category: Knowledge Base

Configure the KB Ask a Question Web Part

Configure the KB Ask a Question Web Part

Knowledge Base Overview

KB_Question.jpgFrom within the KB Client site, edit the web part “KB Ask Question.” You will configure this web part to look for the appropriate site which houses the Bamboo Article Questions and Answers list.

ConfigureWPtitle.jpgBefore leaving the edit screen of this web part, scroll to the top and expand the Appearance section and change the title on the web part from KB Ask Question to something more meaningful to your organization, such as “Ask a Question” or whatever you think will help your end users when they see this web part.

Step Action Result
1. Enter the site URL for the Bamboo KB Admin site: 1.jpg
Enter the relative path to the KB Admin site. You can enter ../ if it is a parent site to your client site.
2. Click the green arrow to populate the Select a Question and Answer List drop-down box with the lists from the KB Admin site. GreenArrow.jpg
You need to click this arrow for the list to populate.
3. Select a Question and Answer List: 2.jpg
Select the Bamboo Article Questions and Answers list.
4. Ask a Question: 3.jpg
Enter instructive text for end users, such as “Ask a question” or “Enter your question here”. This text appears in the top of the Submit a Question box.
5. Header Text: 4.jpg
Enter the instructive text that you want displayed at the top of the Web Part to help users understand how Knowledge Base Administrators will respond to their questions.
6. Select a Language: 8.jpg
Select this option to set the language used on the user interface of this Web Part. See Localizing SharePoint Knowledge Base Solution Accelerator for more information.

Configure the KB Category Search Web Part

Configure the KB Category Search Web Part

KBSA Configuration Overview

The KB Category Search Web Part is used to search categories.

Step Action Result
1. Click the Manage Categories link under Category Control on the left navigation bar in the KB Admin Site.
Categories.jpg
2. Edit the web part (you might need to edit the page first) by clicking the arrow located in the top right corner of the Article Search title bar and selecting Modify Shared Web Part. EditCategorySearch.jpg
3. In the tool pane, click the KB Search Web Part Settings button to display the Web Part Settings page.
KBSearchSettings.jpg

NOTE: You must disable pop-up blockers for the site to display the Web Part Settings.
4. Each instance of the KB Search Web Part can search one SharePoint list or library. In the Search Criteria Configuration settings page, identify the list or library to search and define search criteria. More in-depth instructions for configuring your Search Criteria can be found here.

SearchCriteriaConfig.jpg

  1. Input the URL
  2. Click Button-ViewLIstsLIbraries
  3. Pick a list (for your articles, you would select Bamboo KB Articles)
  4. Pick the columns you want users to see and search on
5. Click Save & Close, then click Apply and then OK to save your changes.

Configure the KB Client Site URL

Configure the KB Client Site URL

Knowledge Base Overview

In order to simplify navigation the KB Admin and KB Client sites, the KB Client site URL must be changed in the KB Admin site before the KB Client site can be configured or used.

To change the URL for the KB Client site:

Step Action Result
1. From the KB Admin tab, click All Site Content. Under Lists, select Bamboo Navigators, then click KB Client. Edit.jpg
2. Click Edit Item. In the URL field, enter the absolute or relative path for the KB Client site; for example, ../knowledgeBase or whatever you are renaming your KB site to. Bamboo recommends using relative paths. NavigatorChanges.jpg
Icon-Warning IMPORTANT: Do not modify the Titles of the list items in the Bamboo Navigators List. Doing so will affect the Bamboo KB Tree View Web Part; for example, do not change the name of the “Bamboo Navigators” list. You can and we do recommend you change “KB Admin” and/or “KB Client” as those are not meaningful names for your sites.

Configure the KB Comment Search Web Part

Configure the KB Comment Search Web Part

KBSA Configuration Overview

The KB Comment Search Web Part is used to search comments.

Step Action Result
1. Click the Approve & Manage link under Comment Control on the left navigation bar in the KB Admin Site. CommentControl.jpg
2. Edit the web part (you might need to edit the page first) by clicking the arrow located in the top right corner of the Article Search title bar and selecting Modify Shared Web Part. EditCommentSearch.jpg
3. In the tool pane, click the KB Search Web Part Settings button to display the Web Part Settings page.
KBSearchSettings.jpg

NOTE: You must disable pop-up blockers for the site to display the Web Part Settings.
4. Each instance of the KB Search Web Part can search one SharePoint list or library. In the Search Criteria Configuration settings page, identify the list or library to search and define search criteria. More in-depth instructions for configuring your Search Criteria can be found here.

SearchCriteriaConfig.jpg

  1. Input the URL
  2. Click Button-ViewLIstsLIbraries
  3. Pick a list (for your articles, you would select Bamboo KB Articles)
  4. Pick the columns you want users to see and search on
5. Click Save & Close, then click Apply and then OK to save your changes.

Configure the KB Configuration List

Configure the KB Configuration List

KBSA Configuration Overview
Step Action Result
1. From the KB Admin site, select All Site Content. Under Lists, click on Bamboo KB Configuration List. ConfigurationLIst.jpg
2. Edit the KB Default Settings by selecting Edit from the drop-down list, or use the ribbon by selecting Item > Edit Item.

ConfigListSettings.jpg
3. Enter a Title or leave the default title. This is a required field.
4. In the SMTP Server Name field, enter the name of the SMTP server for sending e-mail.
5. In Email From Account, enter the e-mail address that you want displayed in the From field of the e-mail. This address must be in the correct e-mail address format (i.e. email@domain.com).
6. Leave the Auto Archive Date field blank. This field is reserved for an upcoming feature.
7. Click Save.

Configure the KB Display Article Web Part

Configure the KB Display Article Web Part

Knowledge Base Overview

The Display Article Web Part allows articles to be viewed in an attractive format on a page. However, the articles must be selected and viewed from the Tree View on the KB Client site home page.

To configure the KB Display Article Web Part:

Step Action Result
1. Access the Bamboo KB Display Article Web Part by selecting All Site Content from the KB Client site. Under Document Libraries, select Site Pages > Display Page. Edit the DisplayPopUpPage and edit the web part. DisplayPopUpPage.jpg
EditWP.jpg
2. Enter the site URL for the Bamboo KB Admin site: 1.jpg
Enter the relative path to the KB Admin site, then click the green arrow to populate the fields below.
3. Select the KB Articles List: 2.jpg
Select the Bamboo KB Articles List.
4. Select the KB Article View Count List: 4.jpg
Select the Bamboo KB Article View Counts List.
5. Select the KB Configuration List: 3.jpg
Select the Bamboo KB Configuration List.
6. Select the KB Rating and Comments List: 6.jpg
Select the Bamboo KB Rating and Comments List.
7. Custom Related Article Information:

7.jpg
Create a tabbed section following the article content for custom article information such as Review Date, Article Categories or custom columns of your choice. Place your custom information on separate custom-named tabs.

Section Name: Enter in the name of the custom-related article information section.

  • Tab 1 Title: Enter in the name of the first tab.
  • Tab 2 Title: Enter in the name of the second tab.
  • Tab 3 Title: Enter in the name of the third tab.
8. Available Columns:
and
Display Columns:

8.jpg

Available Columns: Select the column data you want to display in a tab. Select a tab name in the Display Columns list box, then click the single right arrow button to move the available column under the tab in the Display Columns list box. Use the Shift+Click or CTRL+Click keys to select multiple columns in the Available Columns list box.

Use the double right arrow button to move all available columns to the selected tab in the Display Columns list box.

Display Columns: Lists the selected columns and their respective tabs. Use the up and down arrow buttons to move the columns up or down within a tab.
To add or remove a column from one tab to another, you must select the column, click the left arrow button to remove it from its current tab, then select the new tab, select the column in the Available Columns list box and click the right arrow button.
9. Use SMTP secure authenticated connection: 9.jpg

Select this check box if you want to enter credentials for SMTP authentication.
10. Rearrangeable Article Sections Use the arrows to select and arrange how the article parts display. See step 8 for an explanation of the arrow controls.displaywp.png
11. Rating & Sharing Options Toggle settings for all sharing options. Read more about using sharing options heredisplaywpsharing.png
12. Select a Language: Select this option to set the language used on the user interface of this Web Part. See Localize Bamboo Web Parts for your Language for more information.
13. Click Apply and then OK to save your changes.

Configure the KB Display Article Web Part

Configure the KB Display Article Web Part

Knowledge Base Overview

The Display Article Web Part allows articles to be viewed in an attractive format on a page. However, the articles must be selected and viewed from the Tree View on the KB Client site home page.

To configure the KB Display Article Web Part:

Step Action Result
1. Access the Bamboo KB Display Article Web Part by selecting All Site Content from the KB Client site. Under Document Libraries, select Site Pages > Display Page. Edit the DisplayPopUpPage and edit the web part. DisplayPopUpPage.jpg
EditWP.jpg
2. Enter the site URL for the Bamboo KB Admin site: 1.jpg
Enter the relative path to the KB Admin site, then click the green arrow to populate the fields below.
3. Select the KB Articles List: 2.jpg
Select the Bamboo KB Articles List.
4. Select the KB Article View Count List: 4.jpg
Select the Bamboo KB Article View Counts List.
5. Select the KB Configuration List: 3.jpg
Select the Bamboo KB Configuration List.
6. Select the KB Rating and Comments List: 6.jpg
Select the Bamboo KB Rating and Comments List.
7. Custom Related Article Information:

7.jpg
Create a tabbed section following the article content for custom article information such as Review Date, Article Categories or custom columns of your choice. Place your custom information on separate custom-named tabs.

Section Name: Enter in the name of the custom-related article information section.

  • Tab 1 Title: Enter in the name of the first tab.
  • Tab 2 Title: Enter in the name of the second tab.
  • Tab 3 Title: Enter in the name of the third tab.
8. Available Columns:
and
Display Columns:

8.jpg

Available Columns: Select the column data you want to display in a tab. Select a tab name in the Display Columns list box, then click the single right arrow button to move the available column under the tab in the Display Columns list box. Use the Shift+Click or CTRL+Click keys to select multiple columns in the Available Columns list box.

Use the double right arrow button to move all available columns to the selected tab in the Display Columns list box.

Display Columns: Lists the selected columns and their respective tabs. Use the up and down arrow buttons to move the columns up or down within a tab.
To add or remove a column from one tab to another, you must select the column, click the left arrow button to remove it from its current tab, then select the new tab, select the column in the Available Columns list box and click the right arrow button.
9. Use SMTP secure authenticated connection: 9.jpg

Select this check box if you want to enter credentials for SMTP authentication.
11. User ID: Enter in the user ID.
12. Password: Enter in the password for the user ID.
13. Port: Enter in the port number.
14. Records per Page: Enter in the number of records to be displayed at a time in the Related Articles, Article Attachments and Related External Links boxes.
15. Allow Article Rating: Select this option to show the Article Rating and Comments box at the bottom of the article content so that users may submit their rating and comment on each article. If you select this box, you must select the rating system to use: Numerical or Star.
16. Numerical Rating or Star Rating: The Allow Article Rating option must be selected in order to select one of these options. Select the Numerical Rating option to display a number rating system at the bottom of an article. Select the Star Rating option to display a graphical 5-star-based rating system at the bottom of an article.
Hide Article Keyword(s) in Article Title Bar: Select this option to hide the article keyword(s) from the title bar of the article.
17. Hide Print Option: Select this option to prevent end users from printing articles.
18. Select a Language: Select this option to set the language used on the user interface of this Web Part. See Localize Bamboo Web Parts for your Language for more information.
19. Click Apply and then OK to save your changes.

Configure the KB Tag Cloud Web Part

Configure the KB Tag Cloud Web Part

Knowledge Base Overview

The Bamboo KB Tag Cloud Web Part allows end users to locate articles that have been viewed the most times by selecting a commonly used keyword (i.e. tag) from the tag cloud.

To configure the Bamboo KB Tag Cloud Web Part:

Step Action Result
1. From the KB Client site, click the Tag Cloud link. Edit the KB Tag Cloud Web Part. EditTagCloudWP.png
2. Enter the site URL for the Bamboo KB Admin site: Enter the relative path to the KB Admin site and click the green arrow to populate the fields below.

SiteURL.png
By entering a period (.) and a slash (/), you are telling SharePoint to find the lists within the current or relative site.
4. Select the KB Articles List: The drop down menu contains the lists in your site; choose the list that you want to use for your articles.
5. Select the KB Tag Cloud List: Selected the Bamboo KB Tag Cloud List.
6. Enter the URL to the page that contains the Bamboo Display Article Web Part for displaying article content: This field is prepopulated with the relative path to the Bamboo KB Display Article Web Part.
7. Tag Format: Click to select a font type, style, color, background color, alignment, decoration, etc. in the dialog box.
Column Description
Number of Top Tags to Display: Enter the number of tags you want to display in the tag cloud. In the example screenshot above, only 20 of the most viewed (i.e. top) tags will be displayed in the tag cloud.
Show Drop-Down Filter Menu: Select this check box to show a filter drop-down box that allows users to locate tags in the cloud by first letter of the tag name.
Number of Related Articles to Display: Enter the number of related articles you want displayed after selecting a tag in the cloud.
Select a Language: Select this option to set the language used on the user interface of this Web Part. See Localizing SharePoint Knowledge Base Solution Accelerator for more information.
8. Click Apply and then OK to save your changes.

Configure the Group Redirect Web Part

Configure the Group Redirect Web Part

Knowledge Base Overview

GroupRedirect.jpgWhen you create a KB Admin site, Bamboo adds a hidden Group Redirect web part to the home page. You can configure this so that when users who do not have access to manage lists and libraries within the Admin site will be automatically redirected to the KB Client site. Configuring Group Redirect is optional. If you do not want to use Group Redirect, you can delete the web part from the page. Also note that if you are redirecting users based solely on their membership within a SharePoint group, you do not need to provide any Active Directory information. Group Redirect enables security trimming for the KB Admin site. This is an optional step that allows Knowledge Base Administrators to prevent end users from accessing the KB Admin site.

However, if you want any of your rules criteria (including AND/OR rules) to include Active Directory groups, you must provide login information. If you are redirecting users based on their membership within an Active Directory group, the Group Redirectweb part requires access to an Active Directory account – this is how Group Redirect determines who is redirected and who is not.

End users who attempt to access the KB Admin site will automatically be redirected back to the KB Client site.

To configure the Group Redirect Web Part:

From the KB Admin site, select Site Actions > Edit Page.

Edit the hidden Bamboo Group Redirect Web Part and enter an Active Directory domain account:

Step Column Name Description
1. Domain Name A domain name would be something like domain.local or company.internal.
2. Account Name The account name would be a admin account that can review rules and redirect users who do not have access to the KB Admin site.
3. Password This is the administrator’s password.
4. Set the rules for the Redirect Rules Criteria:
  • Choose Is or Not depending on whether you want the group you add to be included or excluded from the redirect.

For example, if you select Is + SP Group + [Site] Visitors, then the [Site] Visitors SharePoint group will be redirected away from the KB Admin site. If you select Not for this same criteria, then all other groups except the [Site] Visitors will be redirected to the KB Client site.

  • Select SP Group or AD Group from the drop down and choose the group to be included in the rule. To add more groups, click Add More Groups and select AND to include everyone within both groups or OR to include anyone in either group.
5.

Redirect to:

  • Enter the site URL for the KB Client site.
  • Or, choose None for the group, then enter “./” in the Redirect to field to provide the relative path.
 Users who do not have permission to view the KB Admin site will be redirected to the KB Client site.
6. Click Add More Criteria to add additional criteria rules, if desired. Click Apply and then OK to save your changes.

See the Group Redirect web part online documentation for more information.

Configure the KB Admin Site URL

Configure the KB Admin Site URL

Knowledge Base Overview

In order to centralize the KB Admin and KB Client sites, the KB Client site URL must be changed in the KB Admin site before the KB Client site can be configured or used.

Note: If you have upgraded from a previous version of SharePoint Knowledge Base Solution Accelerator, existing sites are not centralized. You must manually modify the pages using SharePoint Designer.

To change the URL for the KB Client site

  1. From the KB Admin tab, click All Site Content. Under Lists, select Bamboo Navigators, then click KB Client.
  2. Click Edit Item. In the URL field, enter the absolute or relative path for the KB Client site, such as ../sites/kbclient – Bamboo recommends using relative paths.

Icon-Warning IMPORTANT: Do not modify the Titles of the list items in the Bamboo Navigators List; doing so will affect the Bamboo KB Tree View Web Part.

To manually modify the pages to create centralized KB Admin and KB Client sites:

NOTE: These steps require manually modifying the pages using SharePoint Designer to add the Bamboo Navigator Tab Strip.

Step Action Result
1. Open SharePoint Designer. If you have not used SharePoint Designer, do not attempt this until you read this article about using SharePoint Designer to modify master pages. 1.jpg
2. Right-click on the v4.master files in the Allfiles_Catalogsmasterpage folder within the site where SharePoint Knowledge Base Solution Accelerator is installed.
Copy the file and rename it; use your file version keeping v4.master as is.
3. Insert the Bamboo Navigator Tab Strip Web Part into the master page.

  • Under Customization, select Edit File.
  • From the ribbon, select Insert > Web Part > Bamboo Navigator TabStrip.
    2.jpg3.jpg
  • Configure the Web Part by right-clicking on it and selecting Web Part Properties.
    4.jpg
4.

Configure the Web Part as indicated below. Click OK.

  • Select List: Bamboo Navigators
  • Select View: Top
  • Menu Title: Menu Title
  • Description: Description
  • URL Link: URL
  • Parent Menu: Parent Menu:
  • Sort Order: Sort Order:
  • URL Icon: Icon URL
  • Select Skin: Default
 5.jpg
5. Save your master page. Follow the instructions above to change the URL for the KB Client site.
6. Return to SharePoint Designer and view the Web Part Properties. Select Navigators View for the Select View option. 6.jpg
7. To hide the title of the Bamboo Navigator TabStrip, select None for Chrome Type under Appearance. 7.jpg

Configure the KB Answer Questions Web Part

Configure the KB Answer Questions Web Part

Knowledge Base Overview

Follow the directions below to open and configure the Answer Questions Web Part.

Step Action Result
1. From the Quick Launch bar, click the Q & A link. 1.png
2. Edit the Web Part: Click the arrow located next to the web part title bar and select Edit Web Part; or use the ribbon to edit the page and then edit the web part.
3. Select a Question and Answer List: 3.png
This is preconfigured to point to the Bamboo Article Questions and Answers discussion board list.
4. Select a Configuration List: 2.jpg
This is also preconfigured and points to the Bamboo KB Configuration List.
5. Select Picture Library: 3.jpg
This is preconfigured to point to the KB Picture Library. This setting allows you to include images in your response to the end user and/or the discussion board. These images can be inserted directly into your response and no longer have to be uploaded to a Picture Library before you can reference them.
6. Select Default Question View: 6.png
Select the default view for questions. The other views will be available via the Answer Questions navigation menu.
7. Use SMTP Secure Authenticated Connection:

Check this box and the other options become visible so you can enter the credentials for SMTP authentication.
6.jpg

  • User ID: Enter in the user ID.
  • Password: Enter in the password for the user ID.
  • Port: Enter in the port number.
8. Records per Page: 7.jpg
Enter the number of questions you want to display at a time in the KB Answer Questions web part.
9. Select a Language: 8.jpg
Select this option to set the language used on the user interface of this Web Part.
See Localizing Bamboo Products for more information.
10. Click Apply and then OK to save your changes.

Configure the KB Search Web Part

Configure the KB Search Web Part

KBSA Configuration Overview

The KB Article Search Web Part is a page that is used to search for KB articles. The Web Part is located by clicking the Manage Articles link under Article Control on the left-hand navigation bar in the KB Admin site.

Step Action Result
1. From the Quick Launch bar, click the Manage Articles link.
MngArticles.jpg
2. Edit the web part (you might need to edit the page first) by clicking the arrow located in the top right corner of the Article Search title bar and selecting Modify Shared Web Part. EditWParticleSearch.jpg
3. In the tool pane, click the KB Search Web Part Settings button to display the Web Part Settings page.
KBSearchSettings.jpg

NOTE: You must disable pop-up blockers for the site to display the Web Part Settings.
4. Each instance of the KB Search Web Part can search one SharePoint list or library. In the Search Criteria Configuration settings page, identify the list or library to search and define search criteria. More in-depth instructions for configuring your Search Criteria can be found here.

SearchCriteriaConfig.jpg

  1. Input the URL
  2. Click Button-ViewLIstsLIbraries
  3. Pick a list (for your articles, you would select Bamboo KB Articles)
  4. Pick the columns you want users to see and search on
5. Click Save & Close, then click Apply and then OK to save your changes.

Configure Tab View for KB Client

Configure Tab View for KB Client

The Client site home page is configured to display the Tab View webpart by default. Configure the Web Part using the steps below and see the this article for details on using Tab View

From the KB Admin site, edit the Tab View web part and go to Advanced Settings.

Step Action Result
1. Enter the site URL for the Bamboo KB Admin site: 1.jpg
This field is already populated for you with the relative path URL. See Using Relative Paths for more information on the syntax for relative paths.
2. Select a Display List: 2.jpg
This field is already preselected for you with the Bamboo KB Articles list.
3. Select Default View: 3.png
Select the list view that you would like displayed in the tabs. The views configure which articles you will see and what item columns display in the tab navigation pane. Default is the recommended initial setting.
4. Tabs Displayed: 4.png
Configures which tabs, in what order, will be displayed.
5. Feature Tab Options: 5.png
Toggles display of each category under the features tab.
6. Include Subcategory Articles in Parent Category: 6.png
Toggles displaying articles associated with a subcategory in parent categories as well. For instance, the “Panda Bears” article is filed in Bears > Endangered > Asia. When this feature is turned on “Panda…” will display in the “Bears” and “Endangered” folders, in addition to the “Asia” folder.
7. Records displayed per Category and Page: 7.png
Configures the number of articles that display in each category under the “Features” tab, as well as the records per page for other tabs and searches.
8. Enter Display Article WP URL: 8.png
Enter the URL to the page that contains the Bamboo Display Article Web Part for displaying article content. This field is used for the KB Client site only. Make sure that you enter a relative path for the URL.
9. Select a Language: 9.png
Select this option to set the language used on the user interface of this Web Part. See Localize Bamboo Web Parts for your Language for more information.
10. Click Apply and then OK to save your changes.

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Comment Control for KB Solution Accelerator

Comment Control for KB Solution Accelerator

sa05-2010-usingadmin20.jpg

Use the Approve & Manage link under Comment Control to approve and manage comments submitted by end users about Knowledge Base articles.

The Approve & Manage link uses the Bamboo KB Rating and Comments List. To edit the columns used in the list, edit the list settings. To do this, navigate to the list by selecting Site Actions > View All Site Content > Lists > Bamboo KB Ratings and Comments. Use the ribbon to edit the list settings by selecting List > List Settings.

Warning: If you are using workflows to approve and manage comments, do not manually approve comments. Doing so will stop the workflow task from approving comments, and the Workflow Task List will display open tasks. Choose to approve comments using only one method (workflows or manual approval).

To manage comments:

Step Action Result
1. From the Knowledge Base Admin site, click Approve & Manage.
2. Enter your search criteria and click Search. sa05-2010-usingadmin21.jpg
3.

To publish the comment, click Publish. To edit the comment, click the Edit icon under the Update column. A new window displays the comment in edit form.

  • Use Article ID to assign a different ID to the comment. This is a required field.
  • Change the Rating using the drop-down list.
  • Modify the Comments in the rich text editor. Use the formatting toolbar to format your text.
  • Change the Status of the comment to Submitted, Rejected or Published.
  • Associate the comment to another Article Title using the drop-down list.
 sa05-2010-usingadmin22.jpg
4. Make your changes and click Save. sa05-2010-usingadmin23.jpg

Change the width of the Knowledge Base article fields

Change the width of the Knowledge Base article fields

sa05-2010-width5.jpgThe width of the Related Articles and Article Category fields can be modified so that full article titles and categories are visible.

Option Name Description
1. Open the KB Admin site using SharePoint Designer.
2. Under Bamboo KB Articles and Bamboo KB Categories, open EditForm.aspx and NewForm.aspx. sa05-2010-width1.jpg
3. From the ribbon, select Web Part Zone. (If this option is grayed out, use the ribbon to select Home > Advanced Mode.) Under Web Part, select Content Editor. sa05-2010-width3.jpg

sa05-2010-width2.jpg
4. Right-click on the Web Part and select Web Part Properties. Under Content Link, click sa05-2010-ellipsis.jpg and browse to Shared Documents > Bamboo_KB_Articles.js. Click OK and save the page. sa05-2010-width4.jpg
5. Return to the KB Admin site. Click All Site Content > Shared Document Library. Click Bamboo_KB_Articles and save the file to the local drive (or the desired location). sa05-2010-designer8.jpg
6. Use Notepad or the desired program to open the file. Change the value for the column width by modifying the value for var maxLimitWidth. The default value is 250. sa05-2010-designer9.jpg
7. Save the file and upload it to the Shared Documents Library. The Related Article and Article Category fields now display the full article title or category. sa05-2010-designer10.jpg

Bamboo Knowledge Base Admin Site Lists and Web Parts

Bamboo Knowledge Base Admin Site Lists and Web Parts

Knowledge Base Overview


For the Bamboo KB Admin site, the following lists and web parts are used. All of the Web pages for the web parts are stored in the Site Pages Document Library.

Name Type Description Description
Bamboo Article Questions and Answers List A discussion board list that stores all questions from the KB Client site and answers from the KB Admin site through the Answer Questions link on the Quick Launch bar. N/A
Bamboo KB Answer Questions Web Part Allows KB Administrators to post the answer to end-user questions in the Bamboo Article Questions and Answers discussion board while at the same time e-mailing the answer to the end user. Required
Bamboo KB Article View Counts List Determines the number of views for each article in the Knowledge Base. Do not modify this list. No. Do not modify this list.
Bamboo KB Articles List Stores all articles created for the Knowledge Base. Uses content approval to restrict articles from being published before they are reviewed or approved. Articles are published to the KB Client when the Status column is set to Publish. The Status column must be set manually and does not require the Content Approval Status to be set to Approved in order to publish the item. The Content Approval feature in this instance is meant to be a KB Administrator reviewing tool only. N/A
Bamboo Category Search Web Part Allows KB Administrators to search article categories using specific criteria. Required
Bamboo KB Categories List Stores the categories used to organize the Knowledge Base. N/A
Bamboo KB Configuration List List Designates the name of your e-mail server and the e-mail address from which e-mails will be sent Required
Bamboo KB Ratings and Comments List Stores all ratings and comments for each article submitted by KB Client users along with a status (i.e. Submitted, Rejected, Published) so the KB Admin can review the submitted comments and determine which comments are posted to the KB Client site. N/A
Bamboo KB Search Web Part Allows KB Administrators to search articles or comments and ratings to determine their existence, their publishing status and article content approval status. Required
Bamboo KB Tag Cloud List Stores all tags created for article association, the number of times the tag has been used and in which articles it has been associated. N/A
Bamboo KB Tree View Web Part Displays the category tree on the Home page for navigating the Knowledge Base as well as the Most Popular Articles list and the Latest Additions list. Required
KB Picture Library Library Stores all pictures uploaded during article creation N/A
Workflow Configuration List List The Workflow Configuration List is part of the Workflow Start Feature optional component for users who have Workflow Conductor installed with SharePoint Knowledge Base, or users who wish to use out-of-the-box SharePoint workflows. Use the Workflow Configuration List to create buttons, located in the ribbon, for workflows automated processes, such as article or comment approval or article publishing. See: How to Use Workflow Conductor for Process Automation in SharePoint Knowledge Base Solution Accelerator. Optional, unless Workflow Conductor is installed.

Knowledge Base Client Site Lists and Web Parts

Knowledge Base Client Site Lists and Web Parts

Knowledge Base Overview


All of the Web Parts used in the KB Client sites (both Team Site and Meeting Workspace sites) need to be configured to point to lists in the KB Admin site. The KB Client site uses lists from the KB Admin site.

For the Bamboo KB Client site, the following Web Parts are used:

Name Type Description Configuraton
Bamboo KB Ask Question Web Part Allows users to enter and submit a question to KB Administrators. Required
Bamboo KB Display Article Web Part Allows the article content to be displayed in a user-friendly format that includes the ability to print and e-mail the article. Required
Bamboo KB Search Web Part Allows users to search for specific article content or ratings and comments. Required
Bamboo KB Tag Cloud Web Part Displays a list of top tags (i.e. articles with the most views that have these tags associated with them) in a tag cloud on the Tag Cloud tab. Required
Bamboo Tab View Web Part Displays tabs of articles for easy navigation. Required
Bamboo KB Tree View Web Part Displays the category tree on the Home page for navigating the Knowledge Base as well as the Most Popular Articles list and the Latest Additions list. Required
Bamboo Navigators (Meeting Workspace site template only) List Used to create the tabs in the Meeting Workspace site template only. This list is pre-populated with data. Optional
SharePoint Navigators (Meeting Workspace site template only) Web Part Used for the tabs on the Meeting Workspace site template only. Optional

KB Solution Accelerator Authors

KB Solution Accelerator Authors

The Authors section in Knowledge Base displays a data view of All Articles, which displays all articles in the Knowledge Base, or My Articles, which displays the articles authored by the logged-in user. You can sort, filter, and make changes in datasheet view by selecting the Edit in datasheet option in the tool pane. For more information, see Overview of Data Viewer Features for End Users.

sa05-2010-dataview.jpg

Knowledge Base Article Control

Knowledge Base Article Control

sa05-2010-usingadmin2.jpg

The Create New Article link uses the Bamboo KB Articles List. To edit the columns used in the list, or to modify the options available in the list such as for Article Type, edit the list settings. To do this, navigate to the list by selecting All Site Content > Lists > Bamboo KB Articles. Use the ribbon to edit the list settings by selecting List > List Settings.

Create a new article

From the KB Admin site, click Create New Article.

Step Column Name Description
1. Article Title: Enter a name for the article. This is a required field. sa05-2010-newarticle.jpg
2. Related Articles: Add other articles that are related to this new article, if applicable. Click the related articles, then click Add. Click Remove to delete a related article.
3. Article Keywords: Enter keywords that you want to be associated with the article, such as “SharePoint 2010,” “installation” or “troubleshooting”.
4. Article Type:

Select the type of article. This list is prepopulated with the following options:

  * BUG
  * ERRDOC
  * ERRMSG
  * FAQ
  * FIX
  * HOTFIX
  * HOWTO
  * INFO
  * PROBLEM
  * RELNOTE
5. Related External Links: Enter any related links to this article, if necessary, for example: links to Microsoft TechNet.
6. Article Status: Choose the article’s status, such as Draft, Under Review, Publish or Archived.
7. Review Date: Enter a date, or click on the calendar icon, to select a review date.
8. Article Category: Choose one or multiple categories for the article. Click Add to add the categories; click Remove to delete them. Use the CTRL key to select multiple categories.
9. Article Text: Enter the text for the body of the article. Use the formatting options at the top to format text, images and more. sa05-2010-articleview.jpg
Use the Design option to edit in rich text format. Use the HTML option to edit in source code. Click Preview to view how the article will appear when it is submitted.
10. Tag Term: Choose tags to be applied to the article. These tags will allow the article to be searched via the Tag Cloud on the KB Client site.
11. Expiration Date: Enter a date, or click the calendar icon, when the article will expire. This ensures that the Knowledge Base remains up to date and current.
12. Click Save.

Article Counts by Article Type

Article Counts by Article Type

KBSA Configuration Overview

byTypes.jpg
When you open the link for Reporting, you see a page with four tabs across the top. When you click the second tab on the Reporting page, you are presented with a view of a chart and a data sheet view at the bottom of the page showing a summary report of articles by article type.

CountsByType.jpg This data view displays a summary list of article types as well as the number of articles and average user rating for that article type.

You can modify the web part so that the chart with all of your article types has a color corresponding to it; the plain chart becomes a bit more colorful to look at than the default.

To select colors for the chart, you can choose to use either the Skin for the chart or customize the colors. Edit the Web Part to open the tool pane where you can configure the article type color options.

Skins

You can select a pre-formatted color scheme by simply selecting a skin.
Skins.jpg Several skins are embedded into the web part and all you do is pick a skin and the chart changes color.

RedScheme.jpg For example, choosing Red will give you a group of colors in the red family.

To select your own colors for each article type, in the tool pane, click the button Choose colors for the chart. In SharePoint 2013, the button reads “Edit colors.”

Step Action Result
1. In the tool pane, click the button Choose colors for the chart. In SharePoint 2013, the button reads “Edit colors.” EditButton.jpg
A new window opens where you can select the desired colors for the chart.
2. You have the option to click the Auto Select button to automatically assign colors. ChooseColors.jpg
3. Or you can choose your colors individually using the drop-down arrows next to each category to set the color for that category.
4. Click Save to save your choices. The chart containing categories will update with the colors that you picked.
ViewChanges.jpg
5. Choose a chart size Charts can be sized from 50% to 200% using the drop down selector.
6. Turn off chart labels By default this box is checked. If you prefer not to show any labels, you can click the check box next to Turn off chart labels. When you uncheck it,
7. Show the Print and Export to Excel action buttons: You can optionally Show the Print and Export to Excel action buttons by clicking or unclicking the boxes.
8. Select a language. More details about languages here.

See also:

Article Counts by Categories

Article Counts by Categories

KBSA Configuration Overview

ByCat.jpg
When you open the link for Reporting, you see a page with four tabs across the top. The first tab is the Article Counts by Categories displaying a box containing the categories and a data view at the bottom of the page.
ArticleCounts-Cat.jpgA data view is displayed underneath Article Counts by Categories and Article Counts by Article Type. This data view displays the number of articles in each category or article type as well as the average user rating for that category or article type.

You can modify the web part so that each of your categories has a color corresponding to it so that the plain chart becomes a bit more colorful to look at.
To select colors for the chart, edit the Web Part to open the tool pane where you can configure the category color options.

Step Action Result
1. In the tool pane, click the button Choose colors for the chart. In SharePoint 2013, the button reads “Edit colors.” EditButton.jpg
A new window opens where you can select the desired colors for the chart.
2. You have the option to click the Auto Select button to automatically assign colors. ChooseColors.jpg
3. Or you can choose your colors individually using the drop-down arrows next to each category to set the color for that category.
4. Click Save to save your choices. The chart containing categories will update with the colors that you picked.
ViewChanges.jpg

See also:

Article Usage Report

Article Usage Report

KBSA Configuration Overview

This report shows Knowledge Base administrators which articles have the most views. This report orders the list of articles by number of page views in descending order by the most at the top. Each article also has a rating count to give you an idea of the articles that users find most helpful (if everyone is rating them).

UsageReport.jpg
Article Usage Report

See also:

Ask a Question Page in Knowledge Base

Ask a Question Page in Knowledge Base

How to Use the KB Client Site

The Ask a Question page allows end users to submit questions to Knowledge Base Administrators, who can then review the questions and respond to them.

To submit a question:

Step Action Result
1. From the KB Client site, click Ask a Question Ask.jpg
2. Fill out the form with a short subject and some text in the body that clearly states the information you are seeking. Check the box if you are asking for feedback from others. Leave the “Answered” box unchecked until you get an answer. Click the Need KB box if you also want an article written to add to the Knowledge Base. Include you e-mail address and user name. Form.jpg
3. Click Submit Question. The question gets submitted to the Knowledge Base Administrators through the Pending Questions section in the KB Admin site. The Knowledge Base Administrator can e-mail the reply to the question directly to the user from this section.

See also:

Configure Approval Process for Publishing Articles

Configure Approval Process for Publishing Articles

Applies To:

  • SharePoint Knowledge Base Solution Accelerator R2.0 or newer
  • Workflow Conductor R1.6 or newer
  • SharePoint Server and Foundation 2010
  • MOSS 2007 and WSS v3.0

Icon-Warning IMPORTANT if you are using Workflow Conductor prior to Release2.x: Set up the following workflow processes during off hours. Publishing the workflow templates requires the application pool to be recycled. (Upgrade your WFC product soon so that you won’t need to publish during off hours!)

LIMITATIONS:

To approve workflow tasks, users require the following permissions: Assignee, Initiator, Site Collection Administrator.

NOTE: To complete task forms and to view the Approve, Reject and Submit buttons, users must be able to:

  1. Read the workflow item that the workflow is running on and
  2. Edit items in the Workflow Tasks List that is associated with the workflow.

To create an approval process to publish KB articles:

  1. Install and configure SharePoint Knowledge Base Solution Accelerator. See the KBSolution Accelerator for more information.
  2. Install and configure Workflow Conductor. See Workflow Conductor for more information.
  3. Configure the approval workflow for publishing articles following the steps below.
Import and publish the workflow template
Step Action Result
1.

From the KB Admin site, go to Site Actions > View All Site Content > Bamboo KB Articles List.

  • Use the ribbon to select the List Settings.
  • Under the Workflow Conductor section of the ribbon, select Create or Edit Workflows.
 12669-1.jpg
Workflow Conductor Studio opens.
2. Click Import from the Workflow Conductor Studio menu. 12669-2.jpg
3.

Click Browse and navigate to the SharePoint Knowledge Base Solution Accelerator product extraction folder.

Open the misc folder and select SA05 Submit Article for Approval.xoml.txt.

Click Open, then Import.

 12669-3.jpg
4.

The workflow template is loaded into Workflow Conductor Studio.

In the workflow diagram pane, click on Submit to KB Approval Team.

 12669-4.jpg
5. In the Widget Properties tab in the settings pane, enter the account(s) for the user(s) who will approve KB articles. 12669-5.jpg
6.

If desired, modify the other widget properties:

  • Approval Type: The default is All Approvals Required. If desired, change the setting to One Approval Required or Multiple Approvals Required.
  • Days Until Due: Enter the number of days until this workflow task is due.
  • Due Date: Enter a due date for the workflow task. Note: If the Days Until Due and Due Date fields both have values, the earliest date will be selected as the due date.
  • Allow Reassignment: The default is No. Choose Yes to allow the workflow task to be assigned to another approver.
  • Allow Request Change: The default is No. Choose Yes to allow the approver to enter a comment for the requester to make changes and resubmit for approval.
  • Logging Level: The default is Errors Only. Choose another option to allow more detailed logging, such as Errors and Warnings or Errors, Warnings and Info.
  • Click Apply.

Workflow Conductor updates the diagram.
7. Select Publish > Deploy from the Workflow Conductor Studio menu. 12669-6.jpg
Icon-Warning IMPORTANT: This action will recycle the application pool, and users will receive a 500 error.
8. Click Yes to save the workflow as a template. 12669-7.jpg
The template is saved to the template gallery, and the application pool is recycled.
12669-8.jpg
10. Click Close to close Workflow Conductor Studio. 12669-9.jpg
12. Configure the Workflow Start Feature. You can start a workflow using the out-of-the-box SharePoint button, located in the ribbon, or you can create your own buttons for the KB workflow approval process (available for SharePoint 2010 only). For SharePoint 2007, start a workflow using the out-of-the-box SharePoint button.
12669-10.jpg
13. From the KB Admin site, navigate to Site Actions > Site Settings > Site Actions > Manage Site Features and activate the Workflow Start Feature. 12669-11.jpg
14. Return to the KB Admin site and select the Workflow Configuration List. Complete the following fields.

12669-12.jpg
Make sure to associate the workflow with the correct Bamboo KB Articles List and workflow template.

  • Ribbon Section Name: Enter a name for the section of the ribbon that will contain the workflow button. This is a required field.
  • Workflow Button Name: Enter a name for the button that will be displayed in the ribbon. This is a required field.
  • Tooltip Title: Enter a title for the workflow that will appear in a tooltip.
  • Tooltip Description: Enter a description for the workflow that appear in a tooltip.
  • Associated Workflow: Choose a list and a workflow that is associated with the button.
15.

Start a workflow to approve and publish articles: ◦From the KB Admin site, select Article Control > Manage Articles.

Locate the desired draft article for which you want to start the workflow. The New button is located in the ribbon.

 12669-13.jpg
To view the New button, view the draft article in view form, or navigate to the Bamboo KB Articles List, select the desired article, and use the ribbon to select List > Items and click the button.
12669-14.jpg
16. Click Submit for Publishing Approval. Workflow Conductor will open. Click Start Workflow. 12669-15.jpg
17. Return to the article. The article now has a new field, Article Status, with the value Under Review. 12669-16.jpg
18. The approver will receive an e-mail notification with a link to the article and a link to the approval form. 12669-17.jpg
20. The approver can either Approve or Reject the article. If the article has already been approved or rejected, the form only displays the Cancel button. 12669-18.jpg
21. Once the article has been approved, the status changes from Draft to Publish, and the article is available to end users in the KB Client site. 12669-19.jpg

See Also:

Configure Approval Process for Publishing Comments

Configure Approval Process for Publishing Comments

Applies To:

  • SharePoint Knowledge Base Solution Accelerator R2.0 or newer
  • Workflow Conductor R1.6 or newer
  • SharePoint Server and Foundation 2010
  • MOSS 2007 and WSS v3.0

Icon-Warning IMPORTANT: Set up the following workflow processes during off hours. Publishing the workflow templates requires the application pool to be recycled.

Icon-Warning LIMITATIONS: To approve workflow tasks, users require the following permissions: Assignee, Initiator, Site Collection Administrator.

NOTE: To complete task forms and to view the Approve, Reject and Submit buttons, users must be able to:

  1. Read the workflow item that the workflow is running on and
  2. Edit items in the Workflow Tasks List that is associated with the workflow.

To create a workflow to approve and publish comments:

  1. Install and configure SharePoint Knowledge Base Solution Accelerator. See the KBSolution Accelerator for more information.
  2. Install and configure Workflow Conductor. See Workflow Conductor for more information.
  3. Configure the approval workflow for publishing comments following the steps below.
Import and publish the workflow template
Step Action Result
1.

From the KB Admin site, go to Site Actions > View All Site Content > Bamboo KB Articles List.

  • Use the ribbon to select the List Settings.
  • Under the Workflow Conductor section of the ribbon, select Create or Edit Workflows.
12669-1.jpg
Workflow Conductor Studio opens.
2. Click Import from the Workflow Conductor Studio menu. 12669-2.jpg
3.

Click Browse and navigate to the SharePoint Knowledge Base Solution Accelerator product extraction folder.

Open the misc folder and select SA05 Article Comment Approval.xoml.txt.

Click Open, then Import.

 12669-20.jpg
4.

The workflow template is loaded into Workflow Conductor Studio.

In the workflow diagram pane, click on Submit to KB Comment Approval Team.

 12669-21.jpg
5. In the Widget Properties tab in the settings pane, enter the account(s) for the user(s) who will approve comments. 12669-22.jpg
6.

If desired, modify the other widget properties:

  • Approval Type: The default is All Approvals Required. If desired, change the setting to One Approval Required or Multiple Approvals Required.
  • Days Until Due: Enter the number of days until this workflow task is due.

  • Due Date: Enter a due date for the workflow task.

    NOTE: If the Days Until Due and Due Date fields both have values, the earliest date will be selected as the due date.

  • Allow Reassignment: The default is No. Choose Yes to allow the workflow task to be assigned to another approver.
  • Allow Request Change: The default is No. Choose Yes to allow the approver to enter a comment for the requester to make changes and resubmit for approval.
  • Logging Level: The default is Errors Only. Choose another option to allow more detailed logging, such as Errors and Warnings or Errors, Warnings and Info.
  • Click Apply.

Workflow Conductor updates the diagram.
7. Select Publish > Deploy from the Workflow Conductor Studio menu. 12669-6.jpg
Icon-Warning IMPORTANT: This action will recycle the application pool, and users will receive a 500 error.
8. Click Yes to save the workflow as a template. 12669-7.jpg
The template is saved to the template gallery, and the application pool is recycled.
12669-23.jpg
9. Configure the Workflow Start Feature. You can start a workflow using the out-of-the-box SharePoint button, located in the ribbon, or you can create your own buttons for the KB workflow approval process (available for SharePoint 2010 only). For SharePoint 2007, start a workflow using the out-of-the-box SharePoint button.
12669-10.jpg
10. From the KB Admin site, navigate to Site Actions > Site Settings > Site Actions > Manage Site Features and activate the Workflow Start Feature. 12669-11.jpg
11. Return to the KB Admin site and select the Workflow Configuration List. Complete the following fields.

12669-22.jpg
Make sure to associate the workflow with the correct Bamboo Comments List and workflow template.

  • Ribbon Section Name: Enter a name for the section of the ribbon that will contain the workflow button. This is a required field.
  • Workflow Button Name: Enter a name for the button that will be displayed in the ribbon. This is a required field.
  • Tooltip Title: Enter a title for the workflow that will appear in a tooltip.
  • Tooltip Description: Enter a description for the workflow that appear in a tooltip.
  • Associated Workflow: Choose a list and a workflow that is associated with the button.

    12669-25.jpg
15.

Start a workflow to approve and publish comments:

To begin the workflow, an end user or a Knowledge Base Administrator submits a rating or a comment for an article and clicks Submit.

 12669-24.jpg
16. The approver receives an email notification with a link to the comment and a link to the form to Approve or Reject the comment.

12669-26.jpg
When the approver clicks the link, a form appears for approving or rejecting the comment.
12669-27.jpg
If the approver has already rejected or approved the comment, the only available option is Cancel.
17. Return to the article in the KB Client site. The comment is now published.

12669-28.jpg

NOTE: When publishing comments, users with the appropriate level of permission can publish comments using the Publish button through the Approve & Manage Comments link in the KB Admin site instead of using the workflow to publish comments. However, the KB Comment Approval status for that comment will show as In Progress instead of Completed because the comment was not published through the open workflow. This can lead to many open tasks in the Workflow Tasks List.
12669-37.jpg
18. To close out workflow tasks, navigate to All Site Content > Lists > Workflow Tasks List. 12669-38.jpg
19. Approve the desired comments. 12669-39.jpg
The item’s status will change to Completed.
Status.jpg

See Also:

Create or Edit an Article

Create or Edit an Article

From the left quick launch bar, click “New Article” under “articles and follow the steps in the table below.

quicklaunch.png

Or, to edit an article, open the article and click the “Edit Item” button in the top ribbon.

edit.png

Step Column Name Description
1. Article Title: Enter a name for the article. This is a required field. draft1.png
2. Related Articles: Add other articles that are related to this new article, if applicable. Click the related articles, then click Add. Click Remove to delete a related article.
3. Article Keywords: Enter keywords that you want to be associated with the article, such as “SharePoint 2010,” “installation” or “troubleshooting”.
4. Article Type: Select the type of article.
5. Related External Links: Enter any related links to this article. Hyperlinks can be added using the “Link” button on the “Insert” ribbon.
6. Article Status: Choose the article’s status, such as Draft, Under Review, Publish or Archived. Default status is configured under List Settings for “Bamboo KB Articles,” in the “Status” column.
7. Review Date: Enter a date, or click on the calendar icon, to select a review date.
8. Article Category: Choose one or multiple categories for the article. Click Add to add the categories; click Remove to delete them. Use the CTRL key to select multiple categories.
9. Article Text:

Enter the text for the body of the article or select a template from the dropdown menu. Learn more about managing templates.
You can save your article text as a template by using the “Save Template” button.

Use the Design option to edit in rich text format. Use the HTML option to edit in source code. Click Preview to view how the article will appear when it is submitted.

 draft2.png
10. Tag Term: Choose tags to be applied to the article. These tags will allow the article to be searched via the Tag Cloud on the KB Client site.
11. Expiration Date: Enter a date, or click the calendar icon, when the article will expire. This ensures that the Knowledge Base remains up to date and current.
12. Mark as Sticky to make the article always appear at the top of list views that include the article.
13. Click Save.

Advanced Settings

Articles point to the Bamboo KB Articles List. To edit the columns used in the list, or to modify the options available in the list such as for Article Type, edit the list settings. To do this, navigate to the list by selecting All Site Content > Lists > Bamboo KB Articles. Use the ribbon to edit the list settings by selecting List > List Settings.

Knowledge Base Article Control

Knowledge Base Article Control

Knowledge Base Overview

The Create New Article link uses the Bamboo KB Articles List. To edit the columns used in the list, or to modify the options available in the list such as for Article Type, edit the list settings (it is a normal SharePoint list).

To do this, navigate to the list by selecting All Site Content > Lists > Bamboo KB Articles. Use the ribbon to edit the list settings by selecting List > List Settings.

To create a new article:

Step Action Result
1. From the KB Admin site, click Create New Article. CreateArticle.jpg
2. Create the new article with the content as described below:
Column Description
Article Title: Title.jpg
Enter a name for the article. This is a required field.
Related Articles: Related.jpg
Add other articles that are related to this new article, if applicable. Click the related articles, then click Add. Click Remove to delete a related article.
Article Keywords: Keywords.jpg
Enter keywords that you want to be associated with the article, such as “SharePoint 2010,” “installation” or “troubleshooting”.
Article Type:

Select the type of article.
ArticleType.jpg
This list is prepopulated with the following options:

  • BUG
  • ERRDOC
  • ERRMSG
  • FAQ
  • FIX
  • HOTFIX
  • HOWTO
  • INFO
  • PROBLEM
  • RELNOTE
Related External Links: ExtLinks.jpg
Enter any related links to this article, if necessary, for example: links to Microsoft TechNet.
Article Status: ArticleStatus.jpg
Choose the article’s status, such as Draft, Under Review, Publish or Archived.
Review Date: RevDate.jpg
Enter a date; if you prefer, click on the calendar icon to select a review date.
Article Category: Choose one or multiple categories for the article. Click Add to add the categories; click Remove to delete them. Use the CTRL key to select multiple categories.
Article Text: ArticleText.jpg
Enter the text for the body of the article. Use the formatting options at the top to format text, images and more. Use the Design option underneath to edit in rich text format. Use the HTML option to edit in source code. Click Preview to view how the article will appear when it is submitted.
sa05-2010-articleview.jpg
Tag Term: TagTerms.jpg
Choose tags to be applied to the article. These tags will allow the article to be searched via the Tag Cloud on the KB Client site.
Expiration Date: ExpDate.jpg
Enter a date, or click the calendar icon, when the article will expire. This ensures that the Knowledge Base remains up to date and current.
3. Click Save.