Managing Knowledge Articles in System Center 2012 - Service Manager
Applies To: System Center 2012 SP1 - Service Manager, System Center 2012 R2 Service Manager, System Center 2012 - Service Manager
Knowledge articles in System Center 2012 – Service Manager can help service desk analysts and end users understand and solve problems. Because any employee can search for and view knowledge articles, create knowledge articles so that end users can help themselves resolve IT problems before new work items are opened. Service desk analysts also have to link work items to knowledge articles.
Use the procedures in this section to create and search for knowledge articles.