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Knowledge Base allows building your library of articles in the Self-Service Portal (SSP) providing necessary information for users: instructions, service descriptions, release notes, etc. Here, you can store articles for users with specific roles and public articles for any authorized user.

Knowledge Base allows categorizing the content on different levels and arrange articles in a particular order hierarchy to navigate through them easily in the Self-Service Portal (SSP) consists of . Knowledge Base contains five elements:

User Roles

Knowledge base articles are displayed to all authorized  users in case the content item class is External.

Users with the following roles can access Internal articles:

• admin
• ITSM_agent (and its related roles such as problem_manager, incident_manager,etc.)
• service_owner
• service_catalogue_manager
• knowledge_admin
• knowledge_agent

See the Role Structure article to learn more.

Create a Content DB 

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create a content DB create a content DB

Content Databases are designed for storing knowledge base content items. . It is the most general and wide section of the KB.

For example, within the Knowledge Base Dictionary, you can establish the following storages:

• IT Service Catalog containing service descriptions and SLA documentation that are necessary for the Service Catalog Management purposes.
• Known Errors Database used in Problem Management.

To create a Content DB, follow the steps below:

1. Navigate to KB Dictionary → Content DB.
2. Click New and fill in the fields.

3. Click Save or Save and Exit to apply changes. 

Create a Content Category 

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create a content category create a content category

Content Categories determine the way items stored in the Content DBsDBs. They provide adding new groups of articles within one content DB.

Create a Content Category following the steps below:

1. Navigate to KB Dictionary → Content Categories.
2. Click New and fill in the fields.

3. Click Save or Save and Exit to apply the changes.

Create a Content Item Class 

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create a content item class create a content item class

Content Item Class defines Class defines the content item purpose purpose (SLA, OLA, UC, Service Description, Known Error, etc.) and application area (external/internal):

• External – service external specifications are essential for a person with the end-user role.
• Internal – service internal specifications are available to the agent (also may be called the service owner) responsible for the task handling.

Create an Item Class following the steps below:

1. Navigate to KB Dictionary → Content Item Class.
2. Click New and fill in the fields.

3. Click Save or Save and Exit to apply the changes.

Create a Knowledge Base Category 

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create a KB category create a KB category

Knowledge Base Categories define the tree of articles on the portal. It is the KB Category that divide sets of article from each other. Add Use categories to group articles.

To create a new KB Category, perform the following steps:

1. Navigate to KB Dictionary → KB Categories.
2. Click New and fill in the fields.
3. Click Save or Save and Exit to apply changes.

Create a Content Item 

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create a content item create a content item

In SimpleOne, each service documentation each service documentation has a set of a specification specifications which, in turn, are divided into external and internal ones. The Knowledge Base contains these service specifications as Content Items.

Create an article

To create an article to be displayed on the SSP, perform the following steps:

1. Navigate to Knowledge Base → All Articles.
2. Click New and fill in the fields.
3. Click Save or Save and Exit to apply changes.

Create a Service Description

This is a service description, informative, and related to the company infrastructure.

To create a Service Description, follow the steps below:

1. Navigate to Knowledge Base → All Articles.
2. Click New to open the form.
3. Fill in the form and specify the following fields:
   1. Content DB – select the Service Catalog option.
   2. Content Item Class – select the Service Description option.
4. Click Save or Save and Exit to apply changes.

Create a Service SLA

This specification is for SLM-relevant parts related to this service (indicators, etc.). It describes various aspects of service quality, like maximum requests handling time, and others.

1. Navigate to Knowledge Base → All Articles.
2. Click New to open the form.
3. Fill in the form and specify the following fields:
   1. Content DB – select the Service Catalog option.
   2. Content Item Class – select the SLA, OLA, or UC option.
4. Click Save or Save and Exit to apply changes.

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