TDX Knowledge: Get Started with Knowledge Articles

This knowledge article guides TeamDynamix (TDX) Agents with the Knowledge Candidate role on how to create, update, renew, address feedback, and monitor their articles in the Knowledge Base. 

Before You Begin

 

In This Article:

• Creating New Articles
• Updating Existing Articles
  • Modify Article Content
  • Modify Article Visibility
  • Modify Article Settings
• Submitting Article Renewals
• Addressing Article Feedback
• Managing Articles (Reports)
  • Monitor Your Articles
  • Monitor Group Articles
• Retiring or Restoring Articles
• Managing Article Notifications

 

Creating New Articles

You can create a new article in two steps. First, create a basic draft that includes only the introduction with some initial article’s settings. Then, update the article to add the full body content and adjust the visibility options. Follow the steps below to create the basic article draft.

1. Log in to the Client Portal and navigate to Knowledge Base. 
2. Click +New Article button. The new article form appears.
3. Search and select a Category for the article.

4. Skip the Order field, leave 1.0 in it.
5. Skip the Pin Article field, leave it unchecked.
6. Enter the article Subject (title) in accordance with the Article Title Guidelines.
7. In the Body text box, enter the article's scope statement in accordance with the Article Scope Statement Guidelines.

8. In the Article Summary text box, copy the scope statement from the article's Body text box.
9. Enter the Tags in accordance with the Article Keywords or Tags Guidelines.
10. Check Notify Owner on Feedback if you would like to receive feedback notifications. 
11. Select the primary contact person for the article for Article Agent from the drop-down.
12. Click Save. The article edit mode closes and switches to view mode.

Result: Up to this point, a basic article draft has been created with initial settings. 

13. To add the rest of the article body content, follow the Updating Existing Article section.

 

 

Updating Existing Articles

This section explains how to update the content, settings, and visibility of an existing Knowledge article.

 

Modify Article Content

You modify article body content in two steps. First, access the article you want to change. Then, make the actual text updates.

Step 1: Access the article

1. Ensure you are logged in to the Client Portal.
2. Click Knowledge Base on the menu bar.
3. Search for the article you want to update.
4. From the search results, click the article title to display it.

Result: The article is displayed in view mode on the Client Portal.

 

Step 2: Modify body text 

1. Click the Edit Article button to open it in edit mode.
2. Begin updating the content as needed. It works much like editing a Word document, but keep the following points in mind:

• Remember the article writing, formatting, and organizing guidelines.
• Use descriptive hyperlinks instead of the direct URLs.
• If you need to add screenshots, see Insert Images.
• If the article has two or more H2 headings, add Table of Content.
• Where needed, add Alerts. They are under Templates on the formatting panel.
• If you add a table, enable the hover-over effect in the Table Properties.

3. When you finish updating the content, choose the path that applies:

• If you see only a Save As Draft button:

1. Click Save As Draft.
2. Click the article title's breadcrumb above the article title to close edit mode and display the article in view mode.
3. All done; you can stop here.

Result: The updates are saved but not visible to the users yet.

• If you see both Save As Draft and Update Article buttons:

1. Click Update Article.
2. Click the article title's breadcrumb above the article title to close edit mode and display the article in view mode.
3. Click Submit Article.

Result: The updates are saved and the article is submitted for publishing.

 

 

Modify Article Visibility

By default, articles in the main categories are public, and articles in the Departmental category are internal (visible to logged-in users). You can also set an article’s visibility to limited, making it visible only to logged-in users from a specific college.

You can change article visibility permissions in two steps. First, access the article you want to change. Then, change the visibility permissions.

Step 1: Access the article

1. Ensure you are logged in to the Client Portal.
2. Click Knowledge Base on the menu bar.
3. Search for the article you want to update.
4. From the search results, click the article title to display it.

Result: The article is displayed in view mode on the Client Portal.

 

Step 2: Modify visibility permissions 

1. Click the Edit Article button to open it in edit mode.
2. Click the Permissions tab under the article title.
3. Choose the article visibility permission you want to set:

• If you want to set an article's visibility to internal (visible to all logged-in users)

1. Uncheck the Inherit Permissions checkbox.
2. Uncheck the Public checkbox.
3. Select the Allow all individuals to view this article EXCEPT the associated groups below.
4. Ensure the Add Group textbox is empty.
5. Click Save.

Result: Your article visibility changes are saved and will take effect immediately.

• If you want to set an article's visibility to limited (logged-in users of a college):

1. Uncheck the Inherit Permissions checkbox.
2. Uncheck the Public checkboxe.
3. Select Allow ONLY the associated groups below to view this article.
4. Select the desired PG-xxxx group(s) from the Add Groups dropdown.

5. Click Save.

Result: Your article visibility changes are saved and will take effect immediately.

 

 

Modify Article Settings

You can modify the article title, change the article category, update the article summary text, add or remove article tags, and transfer or take article ownership under article settings.

You can work with these settings in two steps. First, access the article you want to change. Then, make the actual changes to the settings.

Step 1: Access the article

1. Ensure you are logged in to the Client Portal.
2. Click Knowledge Base on the menu bar.
3. Search for the article you want to update.
4. From the search results, click the article title to display it.

Result: The article is displayed in view mode on the Client Portal.

 

Step 2: Modify the settings 

1. Click the Edit Article button to open it in edit mode.
2. Click the Settings tab under the article title.
3. On the Settings window, make the desired changes:

• Subject (or Title): See how to make effective Article Titles.
• Category: You can sort the Category Lookup list by the Category column. This makes it easier to find a category.
• Summary: See what to include in Article Summary. 

• Tags: See Article Tags to know what to include as tags.
• Notify Owner on Feedback: If enabled, all members of the article owner group will receive this notification.

• Owner: This is the article owning group.

• Article Agent: This person is the point of contact and owner of the article who represents the group and coordinates with the KB Admin.

4. When you finish updating Settings, click Save.
5. Click the article's breadcrumb above the article title to close edit mode and display the article in view mode.

Result: Your changes are saved and will take effect immediately.

 

 

Submitting Article Reviews

All published articles must be reviewed every six months for accuracy and currency. The six-month countdown starts from the article’s publish date or its last review date. 

Members of the article-owning group get an Article Review Due email 30 days before the due date.

You can submit an article review anytime before the due date. The review process has two steps:

Step 1: Find the article

1. Sign in to the Client Portal.
2. Choose one of these reports:

• My Articles Renewal Due in 30 Days
• Groups' Articles Renewal Due in 30 Days

3. When the report page opens in a new tab, click the Run Report button.

4. From the report results, click the article Title (in Subject column)

Result: You are viewing the article on the Client Portal.

 

Step 2: Complete the review

1. Check the article to see if anything needs to be updated. (if needed, see how to Update Existing Articles).
2. Scroll to the Feedback section and address any unaddressed feedback (if needed, see how to Address Article Feedback).
3. Scroll to Was this helpful? and click Yes.
4. In the Comment box, type a short note like: Article reviewed, extend next review date.
5. Click Submit (only once).

6. Refresh your browser.

Result: Your article review is now recorded in the Feedback section.

 

 

Addressing Article Feedback

Authenticated users can submit feedback on articles they can view, and article owners are responsible for reviewing and responding to it.

You can address article feedback in two steps. First, find the articles with unaddressed feedback. Then, review and respond to the feedback.

Step 1: Find the articles with unaddressed feedback

1. Sign in to the Client Portal.
2. Choose one of these reports:

• My Articles - Unaddressed Feedback 
• Groups' Articles - Unaddressed Feedback

3. When the report page opens in a new tab, click the Run Report button.

4. The report lists all articles with unaddressed feedback.
5. From the report results, click the article Title (Subject column).

Result: The article opens in view mode on the Client Portal.

 

Step 2: Review and address feedback

1. Scroll to the bottom of the article and click the Feedback link.
2. Review each unaddressed feedback submissions.
3. Update the article content if the feedback suggests improvements.
4. For each feedback item you have reviewed, click Mark Addressed.
5. send a short thank-you message to the feedback submitter, thanking them for helping improve the article.

Result: Feedback has been addressed.

 

 

Managing Articles

You can use Knowledge Reports to monitor or track your articles for common needs, such as checking upcoming review dates, viewing unaddressed feedback, or knowing approval status.

 

Monitor Your Articles

Here are a few ways to view the articles where you are the article agent:

Method 1: Run the Knowledge Reports in the Client Portal:

1. Make sure you are signed in to the Client Portal.
2. Click the desired report link:

• My Articles - Awaiting Approval
• My Articles - Live
• My Articles - Unaddressed Feedback
• My Articles - Renewal Due in 30 Days
• My Articles - Renewal Due in 15 Days
• My Articles - Retired. (Only listing)

3. When the report opens in a new tab, click Run Report.

Result: Articles matching the report’s scope are displayed.

 

Method 2: Add the Knowledge Reports you want to your dashboard.

• The TDX Admin-made Knowledge Reports are in the Knowledge Reference Reports folder.
• Watch the video Creating and Editing Dashboards (~4 minutes) to learn how to add them.

Result: You can see your list of articles in real time, right next to your TDX tickets, on the same dashboard.

 

Method 3: Run the Knowledge Reports in TD Work Management.

1. Go to TD Work Management > Tickets
2. In the left navigation, scroll to the Knowledge Reference Reports section
3. Click the desired report from the list in that section

Result: Articles matching the report’s scope are displayed.

 

Monitor Group Articles

Here are a few ways to view the articles that your Responsible Group owns:

Method 1: Run the Knowledge Reports in the Client Portal:

1. Make sure you are signed in to the Client Portal.
2. Click the desired report link:

• Groups' Articles - Awaiting Approval
• Groups' Articles - Live
• Groups' Articles - Unaddressed Feedback
• Groups' Articles - Renewal Due in 30 Days
• Groups' Articles - Renewal Due in 15 Days
• Groups' Articles - Retired. (Only listing)

3. When the report page opens in a new tab, click the Run Report button.
4. Search and select your group for the Owning group is one of prompt.
5. Click the Run Report button.

Result: Articles matching the report’s scope are displayed.

Method 2: Run the Knowledge Reports in TD Work Management.

1. Go to TD Work Management > Tickets.
2. In the left navigation, click the Knowledge Reference Reports section link.
3. Click the desired group report from the list in main window.

Result: Articles matching the report’s scope are displayed.

 

Group Reports on Dashboards: If you want a Groups' Articles report on your dashboard, first make a copy, set the Owning Group filter to your group, and add that customized version. Using the original report as it is will require you to manually select your group each time the dashboard refreshes. This is because TDX does not currently support dynamic group reporting. Their group-based reports must either have a specific group selected in the filter or be chosen manually each time they run.

 

 

Retiring or Restoring Articles

 

Retire an Article

Published articles that miss a periodic review are considered outdated or abandoned. They will automatically retire to the archive on the 15th day after the missed review date.

If you want to retire an article, send a request. Include the article’s ID and Title. If there is a replacement article, include its ID and title too.

 

Restore an Article

Use the steps below to find your retired articles and request the restoration of an article.

1. Sign in to the Client Portal.
2. Choose one of these reports:

• My Articles – Retired
• Groups' Articles – Retired

3. When the report opens in a new tab, click Run Report.

4. From the report list, note the ID and Title of the article you want to restore.
5. Submit a request to restore the article and include the article ID and Title.

6. After the article is restored, update it as needed and submit it for publishing as you normally would.

All done.

 

 

Managing Article Notifications

Knowledge articles generate automatic notifications at various points in their lifecycle. These messages are sent on a per-article basis as Outlook emails, and all members of the article’s owning group receive them. You can manage or filter these notifications by creating Outlook Rules that use Advanced Options with the with specific words in the body condition.

• If you want to treat all Knowledge notifications the same (e.g., move them all to one folder), use kb-notifications- in the rule condition to capture all of them with a single rule.
• If you plan to handle Knowledge notifications differently (e.g., route them to different folders), use the corresponding keywords below in the rule condition to create separate rules for each notification.

Result: This keeps the inbox clean for people who don’t handle articles, while making sure the people who do can still see the notifications.

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