To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
Knowledge
Discussion List
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Mass update knowledge management articles via spreadsheetSummary: Hello, Can we mass update KM articles via spreadsheet loader or HDL? Content (please ensure you mask any confidential information): Version (include the version… -
Why are knowledge articles created in classic not showing in redwood ui?We have enabled redwood knowledge in one of our dev pods. None of the knowledge articles that were created in ‘classic’ knowledge can be accessed from the redwood My Kno… -
Is there a limit to how many knowledge articles can be published at once?In Redwood Knowledge you have the ability to set a publish time for a knowledge article in advance. Is there a limit to how many articles can be published in advance and…
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I am not able to see 'create activity' under Login>Knowledge>Authoring Classic page.Hello, I am not able to see 'create activity' under Login>Knowledge>Authoring Classic page. For few employees, 'Create Activity' button is available. When I tried to che… -
Knowledge Article Report - Question and Answer attributesSummary: My customer would like to create a report to retrieve the question and answer attributes along with others of the popular articles published. This is to facilit… -
Query regarding the Review date of the articlesSummary: How is the review date notification work? If I set a notification for 10 days later, when do we actually see Notifications coming up? And I am assuming these no…
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Does Review date notifications of Knowledge Articles go to multiple authorsSummary: Can Review date approaching notifications be sent to multiple authors Content (please ensure you mask any confidential information): We are expecting all users …
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Knowledge manager set up - Knowledge ClassicSummary: Can we set up a Knowledge Manager user in the system to author and manage articles without having to a party_id? Content (please ensure you mask any confidentia…
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Knowledge Article search based on a keyword text not available in the ArticleSummary: Hi All, When we are searching with the keyword not available in the article. I had created synonym to the article with same keyword and when searching under My …
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Manager access in Knowledge ArticleSummary: How can manager have access restricted to Knowledge articles based on their reporting employees. Content (please ensure you mask any confidential information): …
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Can we use Tools > Import Management to update all employee "Preferred Knowledge Locales"?We are working on making some changes in My Knowledge to activate a few Preferred Knowledge Locales that aren't currently active for us. Once we activate the new locales… -
How to get list of all the Knowledge article with a specific keywordSummary: We want to extract list of all the OEC Knowledge Management articles (including article number and title) that include the following keywords: Ex -"Key1", "Key2…
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Standard Content Type not visible when creating articles in Redwood UISummary: Steps: 1. From the Springboard, select Knowledge > Authoring. 2. Click Create Article. Get No Items to Display. However, when I use Author Classic I can see 4 O…
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Upcoming webinar: Accelerate Service Response with AI-Powered Knowledge and Decision AutomationAccording to recent research, organizations using AI-powered knowledge management tools have seen up to a 35% reduction in average handle time and a 25% increase in firs… -
Authoring classic page advance search keyword in the content of articleSummary: Hi All, Is there a provision for authors to search with a keyword and fetch for the articles having the keyword in the content similar to My knowledge search. A…
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Use of anchors in Knowledge not functioningSummary: Hi We are working with Redwood Authoring and are using the new anchor functionality released in 23C. We are able to create knowledge content, link to answers wi…
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Does the audit trail capture the system IP address or computer name?Summary: Does the audit trail capture the following information? IP Address Computer Name Content (please ensure you mask any confidential information): Suppose we enabl…
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Edit History logs for knowledge ArticleCan we implement edit history logs for an article while an author is making changes to it in the knowledge management system?
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Create article button within Help Desk greyed out if using UK LocaleSummary: Hi all Our client has 2 Locales setup within Knowledge Management, US and UK but have found that if a Knowledge user only has UK assigned to them the ‘Create Ar…
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Any size limits of each knowledge document/article ?I notice that the maximum file size limit for attaching files is 100 MB. Is it possible to extend this size limit? Additionally, are there any limitations on the number …
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Restrict knowledge for anonymous usersSummary: Restrict knowledge for anonymous users based on url parameter Content (please ensure you mask any confidential information): Hi, We have a need for restricting/…
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ResetUrl not working in ProductionSummary: ResetUrl not working in Production $ResetUrl Content (please ensure you mask any confidential information): Version (include the version you are using, if appli…
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Not able to view Knowledge articles based on User groupSummary: Hi Team, We created a new knowledge user group called "External Users" and created an article, tagging this user group in the article. We also created a custom …
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Getting "Couldn't Publish this article" error while publishing an knowledge articleI have recently created a custom role titled "Knowledge Author Role," incorporating the necessary function policies and data security policies. Additionally, I have adde… -
Getting "Couldn't Publish this article" error while publishing an knowledge articleI have recently created a custom role titled "Knowledge Author Role," incorporating the necessary function policies and data security policies. Additionally, I have adde…
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Knowledge Workflow ApprovalSummary: Where is it coming from and can it be stopped and/or edited? Content (please ensure you mask any confidential information): When we use the Knowledge Workflow a…
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How to restrict the articles using user groupsHi, We want to restrict the knowledge articles based on the BUSINESS UNIT. For this we tried User Groups and assigned it to users also. But still the user's are able to …
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Record feedback for KM articlesSummary: Would it be possible to record any feedback from user on KM articles used in Service requests aside from rating those ? The layout seems non-extensible , hence …
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Knowledge Admin not getting notification when article is submitted for workflowSummary When the author submits an article to workflow, Knowledge manager or admin is not getting notification to add assignee in the workflow. As we haven't given acces…
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Criteria for the text that appears under the Article title in the Knowledge Articles Found - My HelpSummary: In the section 'Knowledge Articles Found' What is the Criteria for the line that appears under the Article title in the preview page in My Help Content (please …