New article

Article • 5/21/2026 • 1 min read

There are multiple ways to create a new article.

From Knowledge Library Navigation Menu > New Article.
From Customer Service > Knowledge > Search, or Knowledge Library > Search, click the (+) icon to create a new article.
From a Case record > Options > New Article. This option copies information from the case, and the newly created article will be auto linked to the selected case.

It is the best practice to link an article to a Category for better track.

Taking a frequently asked question as an example, you can enter subject to the Title field, and enter question to the Description field. Upon saving, you can then add more details of the answer in the Article tab or attach files with more detailed explanations.