In , select Create New > Knowledge Article from the main navigation menu.
: Choose the appropriate template (e.g., How To , KCS , Reference , or Problem/Solution ). Note that Decision Tree articles generally cannot be created or edited directly in Smart IT and must be handled in the Mid-Tier. Enter Core Details : Title : Enter a clear, searchable title. remedy
Assign the to control who can see the article (e.g., Internal vs. External/Customer-facing). In , select Create New > Knowledge Article
: After necessary approvals, the status will move to Published . You may need to click the refresh icon in the Mid-Tier UI for the status change to reflect immediately. Enter Core Details : Title : Enter a clear, searchable title
: Use the rich text editor to enter your solution. You can add images by pasting them directly or use the video icon to embed YouTube links . Manage Metadata :