KANA Enterprise Documentation Process

Associating Solutions With Articles

  1. Open the problem statement Article.
  2. Click on the edit (pencil) icon.
  3. In the Search Knowledge field in the right-hand side bar, paste the saved title of your solution, and click on the magnifying glass icon.
  4. When your solution appears in the search results, click on the blue [Reuse] button to open a drop-down menu.
  5. If your solution was written to be shared with an end-user operator, click on As Public Help Link.
    If your solution was written to be shared with a CSE, click on As Private Help Link.

    NOTE: In the appropriate tab, you will see the icon and solution title appear in the bottom field.
  6. Click on the blue [Update] buton to make this association permanent.
  7. Fill out the Notes and click on the blue [Confirm] button
  8. Click on the blue [Close] button to exit from the KANA Enterprise interface.
  9. To verify, click on the problem statement article and view the public or private information shown in the right-hand column.

Created by Norman A. Teck
December 28, 2016