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
• Submitting Article Renewals
• Addressing Article Feedback
• Monitoring Articles (Reports)
• Managing Article Notifications

Creating New Articles

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.
13. To add the rest of the article body content or to configure additional settings, follow the instructions in the Updating Existing Article section.

Updating Existing Articles

Access the Article

1. Ensure you are logged to the Client Portal then navigate to the Knowledge Base.
2. Click My Articles and Search for the article of interest.
3. Select the article title to view it, then click the Edit Article button.

Modify Body Content

4. Modify the content in the article's Body in accordance with with the Article Writing Guidelines.
5. Ensure that elements such as the table of contents (TOC), headings, links, lists, and images adhere to the Article Formatting and Organizing Guidelines.

Modify Additional Options

6. Navigate to the Settings tab to modify the article's category, title, summary, tags, or ownership.
7. Navigate to the Permissions tab to change the article's visibility.

• To set internal visibility:
  1. Uncheck both the Inherit Permissions and Public checkboxes.
  2. Select the Allow all individuals to view this article EXCEPT the associated groups below radio button and leave the Add Group textbox empty.
• To set restricted visibility:
  1. Uncheck both the Inherit Permissions and Public checkboxes.
  2. Choose the appropriate radio button under Article Permissions to either allow or restrict visibility for specific PG-departs-xxx groups.

8. Navigate to the appropriate tab (Related Articles, Related Services, or Files) to add or remove related resources from your article.

Submit Article Updates

9. Submit your updates for review and publish

• Existing Articles. For articles already submitted for approval or published:
  • Click Save as Draft.
  • Your article will remain live but will not show the recent content changes immediately. 
  • You recent update will be saved as a new revision and will go live after it is reviewed.
• New Articles. For articles being submitted for approval for the first time:

1. Click Update Article.
2. Navigate to Knowledge Base > My Articles.
3. Search for the article then click the article title.
4. Click Submit Article.

Submitting Article Renewals

All articles must be reviewed for currency and accuracy. The default frequency for periodic article review is every six months from the article’s creation or last review date. The Article’s Next Review Date signifies the duration for which the articles will remain published (live).

You will receive an "Article Review Due" email notification 30 days before the article's next review date. You can submit article reviews at any time before they are due to reset the review date for another period.

Instructions

1. Sign In to the Client Portal.
2. Click My Articles Renewal Due in 30 Days or Groups' Articles Renewal Due in 30 Days to open the report page.
3. When the report page opens in a new tab, click the Run Report button.

4. Click the Title (in Subject column) to open the article.
5. Scroll to the bottom of the article.
6. Click Yes button of the Was This Helpful.
7. In the Comments box, enter “Article reviewed, extend next review date” of something along the lines that indicates you still would like to keep this article in the Knowledge Base.
8. Click Submit (Once only.)

9. Click the browser's refresh button to reload the page to see the article review feedback has been recorded.

Addressing Article Feedback

Authenticated users can provide feedback on any articles they have access to. Article owners are primarily responsible for addressing the submitted feedback in a timely manner.

You can view feedback for your articles directly in the Client Portal. Additionally, by selecting the 'Notify owner on feedback' option in the article form, you can receive email notifications whenever someone submits feedback on your articles.

Address Feedback via Reports

You can run the pre-built reports to see the submitted feedback.

1. Ensure you are signed in to the Client Portal
2. Click My Articles - Unaddressed Feedback or Groups' Articles - Unaddressed Feedback.
3. When the report page opens in a new tab, click the Run Report button.

4. Click the article title.
5. Scroll to the bottom of the article and click the Feedback link.
6. Review the submitted feedback.

7. Update the article ticket if necessary
8. Go back to the feedback and click Mark Addressed.
9. Consider sending a thank-you message to those who provided feedback, appreciating their help in improving your article.

Address Feedback via Client Portal

You can address the submitted feedback directly in the Client Portal.

1. Login to the Client Portal.
2. Navigate to Knowledge Base and select the Feedback tab.

3. Click the article title.
4. Scroll to the bottom of the article and click the Feedback link.
5. Review the submitted feedback.

6. Update the article ticket if necessary
7. Go back to the feedback and click Mark Addressed.
8. Consider sending a thank-you message to those who provided feedback, appreciating their help in improving your article.

Address Feedback as Tickets

You may convert submitted article feedback into a ticket so that you can work on it later, track the time spent addressing feedback, and use it for other reporting purposes.

1. Ensure you are signed in to the Client Portal
2. Navigate to Knowledge Base and select the Feedback tab.
3. Click the article title in the Article column.
4. Scroll to the bottom of the article and click the Feedback link.
5. Click Create Ticket to convert feedback into a ticket. A new window will open with the option to select the application or form.
6. Click Incident Form. The form will auto-populate the submitter's information as the Requestor and their feedback as the Description.
7. Fill in the ticket form:

• Title: Enter an appropriate ticket title.
• Service: Search and select General Request.
• Source: Choose Article Feedback.
• Responsible: Enter your or your group's name.

8. Click Save.
9. Update the article as necessary.
10. Consider sending a thank-you message to those who provided feedback, appreciating their help in improving your article.
11. Resolve the ticket according to your team’s standard process.

Monitoring Articles

You can monitor your articles by running the pre-built Knowledge Reference Reports. These reports provide information on article usage, visibility, next renewal date, category, and ownership.

There are two types of Knowledge Reference Reports:

• The My ... reports are useful for article agents to see the articles where they are the primary contact person.
• The Group ... reports are useful to see the articles owned by a group.

Knowledge Reference Reports

To run any of the My Articles ... reports: 

1. Ensure you are signed in to the Client Portal
2. Click on the desired report's link
3. When the report page opens in a new tab, click the Run Report button.

• 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 - Outdated. You cannot open an archived article. Submit a ticket to request its republishing.

You can sort these reports by any column for better analysis.

To run any of the Groups' Articles ... reports: 

1. Ensure you are signed in to the Client Portal
2. Click on the desired report's link
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.

• 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 - Outdated. You cannot open an archived article. Submit a ticket to request its republishing.

You can sort these reports by any column for better analysis.

Managing Article Notifications

Control Article Notifications

The article owner group members receive the following pre-configured email notifications. Group members who are not responsible for article management tasks can create email rules in Outlook to filter out these notifications. Similarly, article agents can also configure email rules in Outlook to organize these notifications.

Use the respective specific keywords to filter individual notifications through Outlook rules.

Setup Additional Article Renewal Reminders

Article owner groups receive a pre-configured email notification titled 'Article Renewal Due in 30 Days.' You can follow the steps below to configure the 'Article Renewal Due in 15 Days' report as an additional reminder.

1. Go to TDNext > Tickets > Reports.
2. Search and click on My Articles Due in 15 Days report.
3. Select Actions > Copy.
4. Name the new report in the New Name box and click Save.
5. In the displayed prompted, click View the New Report.
6. Scroll to the Choose a report folder section and select your report folder.
7. Scroll to the Email Delivery section and click Add.
8. Fill in the Add Delivery Schedule form:

• Interval: Daily
• Time: Your preferred time
• Format: PDF
• Recipients: Search and add users (you can add multiple).
• Uncheck If the report has no results, send it anyway.
• Check Active to enable scheduling.

9. Click Save to complete.

Use the Was this helpful? option to report broken links, typos, missing or incorrect information, or outdated images.