Admin Settings

Settings for Knowledge Base can be found from Administration - Self-Service - Forms & Pages - Knowledge Base.

• To cancel any changes, to the current settings, click on Cancel.
• To save the changes to the current settings, click on Save.
• To make the Knowledge Base visible on the Self-Service portal, use the Enable Knowledge Base setting. 

By default, the template settings are located in Templates - Common - Knowledge article:

Content Source

This tab contains settings related to where and how the knowledge base articles are sourced from.

• Knowledge Base Article Template - Required field. The template used for the Knowledge Base articles. 
• Article Keywords - The attribute (must be multivalue string) that is used to store the keywords for the articles.
  • Keywords are used to search the articles in self-service portal and are not visible to the end users.
• Article Category - Required field. The attribute used to group articles into categories. Note that categories must have articles associated with them to be shown in the self-service portal. One article can be in several categories at once. 
  • Reference attribute should reference only one template.
• Article Published Condition - EQL query that limits what articles are visible in self-service portal.
  • More info about EQL: EQL Editor 

Article Presentation

• Article Name - Required field. The attribute that contains the name of the article. 
  • Supported attribute datatype: string
• Updated Date - The attribute that contains the date that is shown on the Updated field on article.
  • Supported attribute datatype: Date and time
• Article Details - Required field. The attribute that contains the text (information content) of the article.
  • Supported attribute datatype: text

Articles in ESM

Articles are managed as data cards in ESM, with each article being their own data card:

Article data card:

Same article in Self-Service Portal:

Knowledge Base in Self-Service Portal

Once Knowledge Base has been configured and turned on, it can be found on top:

Article Categories

Article belongs to a category and a category must have at least one article in it to be displayed in the Self-Service Portal. One article can be in several categories at once (this requires that the attribute used for Article Category is multivalue).

Inside the category, all the related articles are displayed and the other categories are listed on the left hand side:

Articles

Article contains:

• The name of the article (attribute for Article Name) - USB port doesn't work in the screenshot below.
• Updated date and time (attribute for Updated Date) - Update 25.10.2025 15:39 in the screenshot below.
• Article content (attribute for Article Details) - see the screenshot below.

Searching Articles

When searching the articles, the search uses article name, article details and keywords (not required) for the search.

If there's a match, then quick results highlights articles with Knowledge article tag:

Search results page displays a tab Knowledge for the KB articles and categories, which is shown only if knowledge base articles or categories are present in search matches.