Article Templates

Create templates for the knowledge article by navigating to Knowledge Management > Article Templates.

Create a template by clicking on the button.

Workflow of Knowledge Article Template

Fill in the required fields. On clicking the ‘Next Stage’ button, the template moves to the ‘Pending For Approval’ stage.

Approval Group is specified under the ‘Foundation Data’ > ‘Group Mappings’ section in the left navigator. Admin can open the record with the Key: KnowledgeTemplateApprovalGroup and select the Support Group to which the approval will be sent for the template.

If any one of the approvers approves the template request, the template moves to the Published state and is available for users to create articles from it. On rejection, it moves back to the Draft stage.